Grievance Redressal

How to register a complaint

Use the complaint form on this page. You will get a grievance number straight away.
Or email help@urbanfiling.com with your name, contact details, order number (if any) and a description of the issue.
Existing clients can also raise a support ticket from the dashboard.

Register a complaint

Name *

Email *

Mobile (optional)

Order number (if any)

What is it about? *

Describe the problem *

* Required. We reply by email; the mobile number is optional and is used only if we need to call you about this complaint. Your complaint is kept in our grievance register with its own number; see the Privacy Policy for retention and your rights.

Your grievance number

Each complaint gets a unique number in the format GRV-YYYYMMDD-XXXXXX. Quote it in all follow-up messages.

How complaints are handled

Acknowledgement within 48 hours, with your grievance number.
Review by a team member not involved in the original work where possible, including the order history and communications.
Response with our findings and any action we will take.
Resolution: we aim to resolve complaints within one month of receipt. If more time is needed we will tell you why and when to expect an answer.

Grievance Officer

Complaints are overseen by our Grievance Officer, reachable at help@urbanfiling.com. Postal correspondence: URBAN FILING LLP, KH.NO. 154/887, Pooth Khurd Bawana, Delhi, North West Delhi – 110039, Delhi, India.

Escalation

If you are not satisfied with our response, reply to it asking for escalation and the Grievance Officer will review it personally. You may also approach the consumer forum or other authority available to you under law, including the National Consumer Helpline.

Matters outside our control

Decisions and processing times of government authorities cannot be changed by us. We will explain the position and help you with the options available, such as responding to a query or filing an appeal where it is within the service.