©2025
Complaints*
Last Updated: 15th July, 2025
#YourVoiceMatters
At Burgundy Industries, we are committed to delivering not just quality products and services, but also a seamless and respectful experience in every interaction. While we strive to exceed expectations, we recognize that issues may occasionally arise. Our Complaints Policy outlines how you can raise a concern, and how we will address it promptly, fairly, and transparently.
Complaints Policy
1. What Is a Complaint?
A complaint is defined as:
“Any expression of dissatisfaction—whether oral or written—about our products, services, people, or processes, where a response or resolution is explicitly or implicitly expected.”
This includes, but is not limited to:
Issues with product quality, packaging, or delivery
Customer service delays or dissatisfaction
Concerns regarding billing, refunds, or promotional offers
Disputes related to privacy, marketing, or personal data usage
Accessibility or usability issues with our digital platforms
2. Who Can Raise a Complaint?
Complaints may be raised by:
Our customers (individuals, families, or institutions)
Partners or vendors
Website or app users
Anyone affected by our operations, services, or marketing communications
3. How to Raise a Complaint
We offer multiple channels to submit your complaint for ease and transparency:
Send your complaint to
communications@burgundyindustries.com
Online Form
Use the Contact Us or Complaint Submission Form available on our official website:
www.burgundyindustries.com/contact
Monday to Friday, [8:00 AM – 6:00 PM IST]
4. Complaint Handling Process
Once a complaint is received, we follow this standard process:
Stage | What Happens |
|---|---|
Acknowledgement | Within 7 business days via email or call |
Assessment | Review the complaint details, verify records, and assess the issue |
Investigation | Speak with relevant teams, investigate internal logs, product issues, or service gaps |
Resolution | Provide a clear response with an explanation, corrective action, or resolution proposal |
Closure | Close the complaint with documented confirmation to the complainant |
Resolution Timeline: Most complaints are resolved within 15 business days. Complex cases may take up to 30 business days, and you will be informed accordingly.
5. Escalation Process
If you are not satisfied with the resolution provided, you may escalate the issue to our Grievance Officer:
Grievance Officer
Burgundy Industries
Email: communications@burgundyindustries.com
(Please mention “Escalation – Complaint Unresolved” in the subject line)
The grievance will be reviewed independently and addressed within 15 business days of escalation.
6. Special Categories of Complaints
Certain types of complaints require sensitive and immediate handling:
Privacy and Personal Data Concerns
Handled under our Privacy Policy and escalated to our Data Protection Officer (DPO) if required.Product Safety or Adverse Events
Escalated directly to our Quality Assurance and Compliance teams for urgent action.
7. Confidentiality and Fairness
We treat every complaint with strict confidentiality. Your personal details will only be shared internally on a need-to-know basis for investigation and resolution. We ensure that no customer, user, or employee is ever treated unfairly or retaliated against for raising a genuine concern.
8. Continuous Improvement
All complaints are recorded, monitored, and periodically reviewed by our management team to identify trends, root causes, and preventive action plans. Your feedback helps us strengthen our systems and serve you better.
Need Help?
We’re here to support you at every step. For urgent concerns or unresolved issues, contact:
Burgundy Customer Care
Email: communications@burgundyindustries.com
©2025
Complaints*
Last Updated: 15th July, 2025
#YourVoiceMatters
At Burgundy Industries, we are committed to delivering not just quality products and services, but also a seamless and respectful experience in every interaction. While we strive to exceed expectations, we recognize that issues may occasionally arise. Our Complaints Policy outlines how you can raise a concern, and how we will address it promptly, fairly, and transparently.
Complaints Policy
1. What Is a Complaint?
A complaint is defined as:
“Any expression of dissatisfaction—whether oral or written—about our products, services, people, or processes, where a response or resolution is explicitly or implicitly expected.”
This includes, but is not limited to:
Issues with product quality, packaging, or delivery
Customer service delays or dissatisfaction
Concerns regarding billing, refunds, or promotional offers
Disputes related to privacy, marketing, or personal data usage
Accessibility or usability issues with our digital platforms
2. Who Can Raise a Complaint?
Complaints may be raised by:
Our customers (individuals, families, or institutions)
Partners or vendors
Website or app users
Anyone affected by our operations, services, or marketing communications
3. How to Raise a Complaint
We offer multiple channels to submit your complaint for ease and transparency:
Send your complaint to
communications@burgundyindustries.com
Online Form
Use the Contact Us or Complaint Submission Form available on our official website:
www.burgundyindustries.com/contact
Monday to Friday, [8:00 AM – 6:00 PM IST]
4. Complaint Handling Process
Once a complaint is received, we follow this standard process:
Stage | What Happens |
|---|---|
Acknowledgement | Within 7 business days via email or call |
Assessment | Review the complaint details, verify records, and assess the issue |
Investigation | Speak with relevant teams, investigate internal logs, product issues, or service gaps |
Resolution | Provide a clear response with an explanation, corrective action, or resolution proposal |
Closure | Close the complaint with documented confirmation to the complainant |
Resolution Timeline: Most complaints are resolved within 15 business days. Complex cases may take up to 30 business days, and you will be informed accordingly.
5. Escalation Process
If you are not satisfied with the resolution provided, you may escalate the issue to our Grievance Officer:
Grievance Officer
Burgundy Industries
Email: communications@burgundyindustries.com
(Please mention “Escalation – Complaint Unresolved” in the subject line)
The grievance will be reviewed independently and addressed within 15 business days of escalation.
6. Special Categories of Complaints
Certain types of complaints require sensitive and immediate handling:
Privacy and Personal Data Concerns
Handled under our Privacy Policy and escalated to our Data Protection Officer (DPO) if required.Product Safety or Adverse Events
Escalated directly to our Quality Assurance and Compliance teams for urgent action.
7. Confidentiality and Fairness
We treat every complaint with strict confidentiality. Your personal details will only be shared internally on a need-to-know basis for investigation and resolution. We ensure that no customer, user, or employee is ever treated unfairly or retaliated against for raising a genuine concern.
8. Continuous Improvement
All complaints are recorded, monitored, and periodically reviewed by our management team to identify trends, root causes, and preventive action plans. Your feedback helps us strengthen our systems and serve you better.
Need Help?
We’re here to support you at every step. For urgent concerns or unresolved issues, contact:
Burgundy Customer Care
Email: communications@burgundyindustries.com
©2025
Complaints*
Last Updated: 15th July, 2025
#YourVoiceMatters
At Burgundy Industries, we are committed to delivering not just quality products and services, but also a seamless and respectful experience in every interaction. While we strive to exceed expectations, we recognize that issues may occasionally arise. Our Complaints Policy outlines how you can raise a concern, and how we will address it promptly, fairly, and transparently.
Complaints Policy
1. What Is a Complaint?
A complaint is defined as:
“Any expression of dissatisfaction—whether oral or written—about our products, services, people, or processes, where a response or resolution is explicitly or implicitly expected.”
This includes, but is not limited to:
Issues with product quality, packaging, or delivery
Customer service delays or dissatisfaction
Concerns regarding billing, refunds, or promotional offers
Disputes related to privacy, marketing, or personal data usage
Accessibility or usability issues with our digital platforms
2. Who Can Raise a Complaint?
Complaints may be raised by:
Our customers (individuals, families, or institutions)
Partners or vendors
Website or app users
Anyone affected by our operations, services, or marketing communications
3. How to Raise a Complaint
We offer multiple channels to submit your complaint for ease and transparency:
Send your complaint to
communications@burgundyindustries.com
Online Form
Use the Contact Us or Complaint Submission Form available on our official website:
www.burgundyindustries.com/contact
Monday to Friday, [8:00 AM – 6:00 PM IST]
4. Complaint Handling Process
Once a complaint is received, we follow this standard process:
Stage | What Happens |
|---|---|
Acknowledgement | Within 7 business days via email or call |
Assessment | Review the complaint details, verify records, and assess the issue |
Investigation | Speak with relevant teams, investigate internal logs, product issues, or service gaps |
Resolution | Provide a clear response with an explanation, corrective action, or resolution proposal |
Closure | Close the complaint with documented confirmation to the complainant |
Resolution Timeline: Most complaints are resolved within 15 business days. Complex cases may take up to 30 business days, and you will be informed accordingly.
5. Escalation Process
If you are not satisfied with the resolution provided, you may escalate the issue to our Grievance Officer:
Grievance Officer
Burgundy Industries
Email: communications@burgundyindustries.com
(Please mention “Escalation – Complaint Unresolved” in the subject line)
The grievance will be reviewed independently and addressed within 15 business days of escalation.
6. Special Categories of Complaints
Certain types of complaints require sensitive and immediate handling:
Privacy and Personal Data Concerns
Handled under our Privacy Policy and escalated to our Data Protection Officer (DPO) if required.Product Safety or Adverse Events
Escalated directly to our Quality Assurance and Compliance teams for urgent action.
7. Confidentiality and Fairness
We treat every complaint with strict confidentiality. Your personal details will only be shared internally on a need-to-know basis for investigation and resolution. We ensure that no customer, user, or employee is ever treated unfairly or retaliated against for raising a genuine concern.
8. Continuous Improvement
All complaints are recorded, monitored, and periodically reviewed by our management team to identify trends, root causes, and preventive action plans. Your feedback helps us strengthen our systems and serve you better.
Need Help?
We’re here to support you at every step. For urgent concerns or unresolved issues, contact:
Burgundy Customer Care
Email: communications@burgundyindustries.com