What complaints may cover

A complaint may relate to donation records, payment concerns, campaign information, contact-form response, privacy, safeguarding, accessibility, volunteer conduct, suspected misuse of content, website experience or another interaction connected with Ekta Seva Foundation.

How to submit a complaint

Submit complaints through https://ektaseva.com/contact or email support@ektaseva.com. Choose the closest available subject and describe the matter clearly.

• Your name and reliable contact details
• The page, cause, campaign, transaction or person involved
• Date and approximate time of the issue
• A clear description of what happened
• Relevant reference numbers, screenshots or evidence with unnecessary sensitive details hidden
• The outcome or clarification you are requesting

Review process

We may acknowledge the complaint, request clarification, review website records, donation records or contact submissions, and speak with people connected to the matter where appropriate.

Payment complaints may also need review by the donor's bank, UPI app or payment provider. Safeguarding or legal concerns may require referral to appropriate authorities or advisers.

Response time

We aim to review genuine complaints within a reasonable time. Complex payment, legal, safeguarding or third-party service issues may take longer because records or responses may be controlled by banks, payment providers or other parties.

Confidentiality and fairness

Complaints will be handled as confidentially as reasonably possible. Information may be shared with people who need it to review, respond, protect safety, comply with law or preserve records.

Good-faith complaints should not result in retaliation. Abusive, threatening, knowingly false, repetitive or bad-faith submissions may be restricted while genuine safety or legal concerns will still be considered on substance.

External escalation

Nothing in this policy prevents a person from contacting their bank, UPI provider, payment participant, regulator, law-enforcement body, emergency service or any authority where they are entitled or required to do so.

Record keeping and improvement

We may retain complaint records for follow-up, dispute resolution, security, legal compliance and process improvement. Learning from complaints may be used to improve website content, donor communication, policies and safeguards.