For all of us at FPL Technologies, Customer Experience is one of our core values, and “Customer First” is a mindset deeply ingrained in us. We are committed to treat all our customers with politeness, courtesy, and respect at every stage of any interaction with them, whether on phone, email, social media, or in person.
We are always willing to go the extra mile and more in order to resolve issues that our customers are facing. At times, there could be exceptional situations where our suggested solution may not be to your satisfaction in spite of our best efforts. Some of these could be due to technology related issues, a problem with our partners’ systems, or even factors completely beyond our control, the COVID-19 pandemic being a recent example.
Most customers understand our compulsions during such situations and continue to maintain a pleasant interaction, and we really appreciate that. However, at times, some customers may resort to usage of rude, abusive or unparliamentary language, or behave in a disruptive manner. Such behaviour can affect the morale, dignity, and efficiency of our team, who are doing their best in the circumstances.
If the resolution provided by us is not to your satisfaction, there are options to further escalate the issue through internal processes and further to the Banking Ombudsman, appointed by RBI. Details of grievance redressal mechanism are provided in the Most Important Terms & Conditions.
We regret to state that in spite of the above, if a customer continues to be abusive or uses unparliamentary language or behaves in an unbecoming manner, we may be compelled to discontinue our relationship with such customers. We really hope we do not have to resort to such a drastic action. Thanks in advance for your understanding and cooperation!