1. Scope
This Policy applies to complaints and grievances raised by any user, client, beneficiary, or visitor regarding: (a) TitanTrustee's services; (b) escrow transactions facilitated through the Platform; (c) data privacy concerns; (d) conduct of TitanTrustee staff; (e) any content published on the Platform.
2. Grievance Officer
TitanTrustee has appointed a Grievance Officer in accordance with applicable law:
| Grievance Officer | Abhishek, Director |
| Company | TEAVE BUSINESS SOLUTIONS PRIVATE LIMITED |
| CIN | U74999UP2018PTC101502 |
| Address | First Floor, Plot No. 13, Nawada Housing Complex, Uttam Nagar, New Delhi – 110059, India |
| grievance@titantrustee.com | |
| Working Hours | Monday to Friday, 10:00 AM – 6:00 PM IST (excluding public holidays) |
3. How to File a Grievance
You may submit a grievance through any of the following channels:
- Online (preferred): Submit through the grievance form at titantrustee.com/contact.
- Email: Send to grievance@titantrustee.com with subject line: ‘Grievance — [Your Account ID] — [Brief Description]’.
- Post: Written complaint addressed to the Grievance Officer at: First Floor, Plot No. 13, Nawada Housing Complex, Uttam Nagar, New Delhi – 110059, India.
Your grievance should include: your name, registered email/account ID, a clear description of the issue, relevant dates and transaction IDs, supporting documents, and the resolution you are seeking.
4. Grievance Resolution Timeline
| Stage | Timeline |
|---|---|
| Acknowledgement | Within 48 hours of receipt of grievance |
| Investigation & resolution | Within 30 days of acknowledgement |
| Complex cases | May be extended by 15 additional days with written notice |
| Data privacy grievances | Resolved within 30 days per DPDPA 2023 |
5. Grievance Resolution Process
- Grievance received and acknowledged with a unique Grievance Reference Number (GRN).
- Assigned to the appropriate team (Compliance, Operations, Dispute, Legal, or Support).
- Investigation conducted; additional information may be requested from the complainant.
- Resolution communicated in writing (email) to the complainant.
- If the complainant is not satisfied, escalation options are provided (see Section 6).
6. Escalation
6.1 If you are not satisfied with the resolution provided by the Grievance Officer within 30 days, you may escalate to the Board of Directors of TEAVE BUSINESS SOLUTIONS PRIVATE LIMITED at legal@titantrustee.com with subject line ‘Grievance Escalation — [GRN]’.
6.2 For data privacy grievances unresolved within 30 days, you may approach the Data Protection Board of India (when constituted under the DPDPA, 2023).
6.3 For consumer protection matters, you may approach the appropriate Consumer Disputes Redressal Forum under the Consumer Protection Act, 2019.
6.4 For financial services disputes, users may approach the RBI Ombudsman Scheme where applicable.
7. No Retaliation
TitanTrustee strictly prohibits any retaliation against users who file a bona fide grievance. Any staff member found to have taken adverse action against a complainant will be subject to disciplinary action.
8. Frivolous Complaints
TitanTrustee reserves the right to close grievances that are manifestly frivolous, vexatious, or filed in bad faith after providing written notice to the complainant.
9. Contact
Grievance Officer Email: grievance@titantrustee.com
Legal/Compliance Email: legal@titantrustee.com
Phone: +91-11-4118-6363
Address: First Floor, Plot No. 13, Nawada Housing Complex, Uttam Nagar, New Delhi – 110059, India
All policies are governed by Indian law. Disputes are subject to the exclusive jurisdiction of courts at New Delhi. Latest version always at titantrustee.com/legal.