Complaints Policy
We take every complaint seriously. This policy explains how to raise a complaint, what to expect, and how we resolve issues — fairly and transparently.
Table of Contents
Our Commitment
Vector Flow is committed to providing exceptional AI services and maintaining the highest standards of client care. When we fall short of those standards, we want to know about it so we can put things right and improve.
Every complaint received is treated as an opportunity to learn and improve. We will:
- Acknowledge your complaint promptly
- Investigate it fairly, thoroughly, and objectively
- Keep you informed of progress
- Resolve it as quickly as possible
- Learn from it to prevent similar issues in future
What Constitutes a Complaint?
A complaint is any expression of dissatisfaction — written or verbal — about any aspect of our services, staff, or policies that requires a response. This includes:
- Service Quality: AI model accuracy, deliverable quality, or failure to meet SOW specifications
- Delivery: Late delivery of milestones or project delays without adequate communication
- Billing: Incorrect charges, unauthorised billing, or refund disputes
- Communication: Inadequate, misleading, or unprofessional communication by Vector Flow staff
- Data Privacy: Concerns about how your personal data has been handled
- Legal or Ethical: Concerns about compliance, ethical conduct, or conflicts of interest
- Platform Issues: Persistent technical problems with our SaaS platform not resolved through standard support
How to Raise a Complaint
You can raise a complaint through any of the following channels:
- Email (Preferred): complaints@vectorflowsoft.com — mark the subject line "FORMAL COMPLAINT — [Brief Description]"
- In Writing: Vector Flow Private Limited, Bengaluru, Karnataka, India — marked "Formal Complaint — Private & Confidential"
- Account Portal: Via the support ticket system in your account dashboard, selecting "Formal Complaint" as the issue type
What to Include
To help us investigate promptly, please include:
- Your full name and company name
- Your account email address or invoice / project number
- A clear description of the issue — what happened, when, and who was involved
- Any relevant supporting evidence (emails, screenshots, documents)
- What outcome you are seeking
What Happens After You Complain
Stage 1 — Acknowledgement
We will acknowledge receipt of your formal complaint within 2 business days. The acknowledgement will confirm: the date we received it, your complaint reference number, the name of the person handling your complaint, and an estimated response timeline.
Stage 2 — Investigation
A senior team member (not involved in the original issue) will investigate your complaint. This includes reviewing all relevant records, communications, and deliverables. We may contact you for additional information during this process.
Stage 3 — Resolution
We will provide a written Final Response within 10 business days of acknowledgement. This will include:
- A summary of our investigation findings
- Whether we uphold or reject your complaint (or partially uphold it)
- What action we will take (apology, remedy, refund, corrective action, or explanation)
- Your right to escalate if you are not satisfied with our response
For complex complaints requiring more than 10 business days, we will notify you with an updated timeline and interim progress update at the 10-day mark.
Escalation Process
If you are not satisfied with our Stage 3 Final Response, you may escalate your complaint:
Step 1 — Internal Escalation
Request escalation to a Director or C-Suite member within 14 days of receiving our Final Response. Email escalations@vectorflowsoft.com with your complaint reference number. A Director-level review will be completed within 10 business days.
Step 2 — External Dispute Resolution
If internal escalation does not resolve your complaint to your satisfaction, the following options are available:
- Arbitration: You may invoke the arbitration clause under our Terms & Conditions — binding arbitration under the Indian Council of Arbitration, seated in Bengaluru
- Consumer Forum (India): Indian consumers may file a complaint with the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019
- Data Protection Regulator (India): Data-related complaints may be filed with India's Data Protection Board (once constituted under DPDPA 2023)
- EU/UK Data Protection Authority: EU/UK data subjects may complain to their local supervisory authority
Data Privacy Complaints
If your complaint relates specifically to how Vector Flow has handled your personal data, you have additional rights under India's DPDPA 2023 and, for EU/UK data subjects, the GDPR.
To raise a data privacy complaint:
- Email our Grievance Officer at grievance@vectorflowsoft.com (DPDPA requirement)
- Describe the personal data concerned and the nature of your concern
- We will respond within 30 days as required under DPDPA 2023
If unresolved, Indian data principals may approach the Data Protection Board of India. EU/UK data subjects may contact their relevant supervisory authority (e.g. the UK ICO or their national EU DPA).
Regulatory & Legal Escalation
Nothing in this Complaints Policy limits your right to take legal action or approach a regulatory authority at any time. Vector Flow will always cooperate fully with any regulatory investigation.
Summary of Response Times
| Stage | Action | Timeframe |
|---|---|---|
| Acknowledgement | Confirm receipt and assign case reference | 2 business days |
| Investigation | Gather evidence and review | Ongoing from acknowledgement |
| Final Response | Written outcome and resolution | 10 business days from acknowledgement |
| Complex Complaints | Interim update if more time needed | 10 business days |
| Director Escalation | C-Suite review and final decision | 10 business days from escalation request |
| Privacy Grievance (DPDPA) | Response from Grievance Officer | 30 days from receipt |
Complaints Contact
Formal Complaints: complaints@vectorflowsoft.com
Director Escalations: escalations@vectorflowsoft.com
Privacy / Grievance Officer: grievance@vectorflowsoft.com
Legal Notices: legal@vectorflowsoft.com
General Support: support@vectorflowsoft.com
Phone: +91 80 4600 0000 (Mon–Fri, 9am–6pm IST)
Have a Complaint or Concern?
We take every complaint seriously and respond within 2 business days.