Complaints & Grievances
Shyaway has implemented an escalation matrix to ensure that the appropriate teams promptly address customer complaints. Customers are encouraged to follow the escalation structure outlined below to facilitate timely resolution of their concerns.
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Level 1 Customer Care Phone: 044 3500 8666 Support Portal: https://help.shyaway.com/login/ Email: contact@shyaway.com |
For any queries, concerns, or assistance, please reach out to our Customer Care team. |
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Level 2 Complaints Team Phone: 044 3500 8666 (Request to speak with the Complaints Team) |
If your concern or query is not addressed within 7 business days, or if you are dissatisfied with the response from Level 1, you may escalate the issue to our Complaints Team. We will respond within 1–2 business days. |
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Level 3 Grievance Officer Aarifa N Email: aarifa@genxlead.com |
If your concern or query is not resolved within 3 business days after escalating to Level 1, or if you are dissatisfied with the response from Level 2, you may contact our Grievance Officer.We will respond within 4 business days from the date of receiving your email. |
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Level 4 Nodal Officer Karthikeyan Thangaraju Email: karthi@genxlead.com |
If your query remains unresolved by the Grievance Officer, you may escalate the matter to our Nodal Officer. Please include the email trail and complete details of your grievance. We will respond within 4 business days from the date of receiving your email. |
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Level 5 Chief Compliance Officer Aravind D Email: d.aravind@genxlead.com |
If your queries and grievances remain unresolved after following the above three levels, or if you require further clarification, you may contact our Chief Compliance Officer. We will respond within 4 business days from the date of receiving your email. |