Complaint And Grievances

Complaints & Grievance Policy

Purpose

Irish Expert LLP is committed to providing professional, transparent, and ethical services. This Complaints & Grievance Policy establishes a clear mechanism for clients, users, and stakeholders to raise concerns and for Irish Expert LLP to address them in a fair and timely manner.

Scope

This Policy applies to complaints or grievances relating to:

• Services provided by Irish Expert LLP
• Conduct of employees, partners, or authorized representatives
• Billing, payments, or receipts
• Delays or service-related concerns
• Data protection or privacy issues
• Alleged misconduct, fraud, or misrepresentation

This Policy does not apply to matters outside the control of Irish Expert LLP, including decisions made by embassies, consulates, immigration authorities, employers, or third-party service providers.

Who May Raise a Complaint

Complaints or grievances may be raised by:

• Clients or applicants availing services
• Website users
• Vendors or business partners
• Any person directly affected by the actions of Irish Expert LLP or its representatives

How to Raise a Complaint

Step 1: Submit the Complaint

All complaints must be submitted in writing via email.

📧 Email: grievance@irishexpert.com
📌 Subject Line: Complaint / Grievance – [Brief Description]

Please include:

• Full name and contact details
• Customer ID No / Registered Mobile No
• Detailed description of the issue
• Relevant documents or evidence (if any)

Anonymous complaints may be reviewed at the discretion of management but may limit our ability to respond.

Step 2: Acknowledgement

Irish Expert LLP will acknowledge receipt of the complaint within 7 working days.

Step 3: Review & Investigation

• Complaints are reviewed by the appropriate internal team or management.
• Additional information may be requested to facilitate investigation.
• Matters involving alleged fraud or misconduct may be escalated for further review.

Step 4: Resolution

Irish Expert LLP will aim to resolve complaints within 30 working days from receipt, depending on complexity.

Where resolution requires more time, the complainant will be informed of the status.

Grievances Related to Personal Data

Complaints related to personal data processing or privacy rights under the Digital Personal Data Protection Act, 2023 may be raised using the same contact details.

Irish Expert LLP will address such grievances in accordance with applicable law.

What This Policy Does Not Cover

The following do not constitute valid grounds for complaints:

• Rejection, delay, or refusal by immigration authorities, employers, or institutions
• Changes in law, policy, eligibility criteria, or processing timelines by authorities
• Dissatisfaction with outcomes beyond Irish Expert LLP’s control
• Claims contradicting agreed Terms, Refund Policy, or Service Scope

Non-Retaliation

Irish Expert LLP prohibits retaliation against any individual who raises a complaint or grievance in good faith.

Escalation

If a complainant is dissatisfied with the response provided, they may request escalation for further review by senior management by replying to the original complaint email.

Escalated complaints will be reviewed by the Quality and Grievance Manager (QGM).

📧 Escalation Email: qgm@irishexpert.com
Please mention “Escalation Request” in the subject line and include the original complaint reference for faster resolution.

Governing Law

This Complaints & Grievance Policy shall be governed by and construed in accordance with the laws of India.

Contact Information

Irish Expert LLP
Q2, 9th Floor, A3, Cyber Towers,
HI-TECH City, Hyderabad, Telangana – 500081, India

📧 Email: info@irishexpert.com
📞 Phone: +91 9633746454