Complaints Cell
Your feedback matters to us. We are committed to resolving your concerns promptly and fairly.
Our Commitment to Customer Satisfaction
At Naqvix, we strive to provide exceptional service across all our business solutions including BPO/KPO services, AI solutions, marketing, development, finance, data analytics, automation, and consulting. However, we understand that sometimes issues may arise, and we are committed to addressing them promptly and effectively.
Our Complaints Cell is designed to ensure that all customer concerns are handled with the utmost care, transparency, and professionalism. We believe in continuous improvement and use your feedback to enhance our services.
How to Contact Our Complaints Cell
Primary Contact Methods
Email Address:
complaints@naqvix.com
For detailed complaints and documentation
Phone Number:
+92 3222 777 414
Available Monday to Friday, 9:00 AM - 6:00 PM (PKT)
Alternative Contact Methods
General Email: info@naqvix.com (Please mention "COMPLAINT" in subject line)
Postal Address: Plaza#289, First Floor, Q Block (Commercial Lane) DHA, Phase 2, Lahore
Business Hours: Monday to Friday, 9:00 AM - 6:00 PM (Pakistan Standard Time)
Complaint Resolution Timeline
Our Resolution Commitment
Acknowledgment
We will acknowledge receipt of your complaint within 24 hours of submission
Initial Response
Initial assessment and response within 3 business days
Standard Resolution
Most complaints resolved within 7 business days
Complex Issues
Complex complaints resolved within 15 business days maximum
Note: If your complaint requires additional investigation or involves third parties, we will keep you informed of the progress and provide regular updates every 3 business days until resolution.
Types of Complaints We Handle
Service-Related Complaints
- • BPO/KPO service quality issues
- • AI solution performance concerns
- • Marketing campaign effectiveness
- • Development project delays or issues
- • Finance and accounting discrepancies
- • Data analytics accuracy concerns
- • Automation system malfunctions
- • Consulting service dissatisfaction
Business-Related Complaints
- • Billing and payment disputes
- • Contract terms and conditions
- • Communication and response delays
- • Data privacy and security concerns
- • Staff behavior or professionalism
- • Delivery timeline issues
- • Technical support problems
- • General service feedback
Our Complaint Handling Process
Submit Complaint
Contact us via email or phone with detailed information
Acknowledgment & Assignment
We acknowledge receipt and assign a complaint reference number
Investigation & Analysis
Our team investigates the issue thoroughly and fairly
Resolution & Communication
We provide a solution and communicate the outcome clearly
Follow-up & Closure
We follow up to ensure satisfaction and close the complaint
Information Required for Complaint Submission
To help us process your complaint efficiently, please provide the following information:
Personal Information
- • Full name and contact details
- • Company name (if applicable)
- • Preferred communication method
- • Account or reference number
Complaint Details
- • Nature of the complaint
- • Date and time of incident
- • Service or product involved
- • Supporting documentation
- • Desired resolution outcome
Escalation Process
If you are not satisfied with the initial resolution of your complaint, you have the right to escalate the matter:
Escalation Contact
Senior Management Email: escalation@naqvix.com
Direct Phone: +92 3222 777 414 (Ask for Complaints Manager)
Escalated complaints will be reviewed by senior management within 3 business days.
Contact Information
For any questions about our complaints process or to submit a complaint, please contact us:
Company: Naqvix
Complaints Email: complaints@naqvix.com
General Email: info@naqvix.com
Phone: +92 3222 777 414
Address: Plaza#289, First Floor, Q Block (Commercial Lane) DHA, Phase 2, Lahore
Business Hours: Monday to Friday, 9:00 AM - 6:00 PM (PKT)
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