Compliance & Grievance
Shouraaz Gold Buyer Pvt Ltd provides secure and transparent gold buying and bank pledged gold release services. To ensure complete customer satisfaction and swift resolution of any service queries, payment issues, or transaction delays, we have established a robust Compliance & Grievance Redressal Mechanism.
Compliance & Legal Framework
Our operations fully comply with government regulations, consumer protection laws, and financial standards:
- Valid Registration: Officially registered and authorized under CIN and GST guidelines.
- AML & KYC Compliance: Mandatory verification of valid KYC documents (PAN Card, Aadhaar Card) for transparent and secure transactions.
- Transparent Documentation: Provision of official bank receipts, loan closure letters, and legal deeds to customers upon bank gold release.
Grievance Redressal Procedure
Customers can easily raise complaints or feedback regarding our services or bank settlement processes through the following professional channels:
Step 1
Official Email Support
Send detailed queries or complaints to our official email: compliance@shouraazgodbuyer.com mentioning your name, contact number, and transaction details.
Step 2
Phone Helpline Support
Directly contact our customer support desk through our dedicated helplines: 75250-29992 / 75250-29993.
Step 3
Online Grievance Form
Submit a request through the website’s dedicated 'Grievance Form' by entering name, mobile number, email, and issue description to receive an automated Ticket ID.
Escalation Matrix & Resolution Timeline
We follow a structured 3-tier escalation framework to resolve all customer grievances effectively:
| Escalation Level | Contact Channel / Designation | Resolution Timeline |
|---|---|---|
| Level 1 | Customer Support Desk (Helpline: 75250-29992 / 75250-29993) | Within 24 Working Hours |
| Level 2 | Compliance & Grievance Officer (Email: Compliance@shouraazgodbuyer.com) | 24 to 48 Working Hours |
| Level 3 | Senior Management Escalation | 3 to 5 Working Days |