Complaint Resolution Policy

Purpose

Fanaar wants to know when something isn't working — for a client, a prospective client, or a website visitor. This policy explains how to raise a concern and what you can expect from us in response.

Scope

Applies to any complaint about Fanaar's Services, conduct, billing, or website, raised by a client, prospective client, or other visitor.

Policy Statement

Step 1 — Talk to your lead consultant

Most concerns are resolved quickly through a direct conversation with your lead consultant or account contact. We encourage you to raise issues as soon as they arise, rather than letting them accumulate.

Step 2 — Formal written complaint

If the concern isn't resolved informally, or is serious enough to warrant it, submit a written complaint to [email protected], addressed to a Founding Partner. We will:

• Acknowledge receipt within three (3) business days;
• Investigate fairly, proportionately, and, so far as possible, confidentially; and
• Provide a substantive response within ten (10) business days, or explain why more time is needed for a complex matter.

Step 3 — Formal dispute resolution

Where a complaint concerns a matter under a signed Master Services Agreement and remains unresolved after Step 2, either party may invoke the formal dispute resolution process in Article 35 of that Agreement: direct negotiation, then mediation with a mutually agreed mediator in Lahore, and, if still unresolved, arbitration seated in Lahore, Punjab under the Arbitration Act 1940 (or its successor legislation). Either party may seek urgent interim relief from a competent court at any time.

No retaliation

Raising a good-faith complaint will never negatively affect your relationship with Fanaar or the standard of Service you receive.

Your Responsibilities

• Raise concerns clearly, with relevant detail or evidence, so we can investigate effectively.
• Engage with the process in good faith, giving us a fair opportunity to understand and address the issue.

Fanaar's Responsibilities

• Acknowledge and investigate complaints promptly and fairly.
• Keep you informed of progress and the outcome.
• Use complaint patterns to improve how we work, without retaliation against anyone who raises a concern in good faith.