11Exch Grievance Redressal Policy

1. Our Commitment to Fair Resolution

At 11Exch, we value transparency, accountability, and user trust.
We believe every user deserves fair treatment and a clear process for addressing complaints related to our services, affiliates, or data handling.
This Grievance Redressal Policy is established under our User Trust & Conduct framework and guided by the principles outlined in our Compliance & Security standards.

We ensure all grievances are handled promptly, confidentially, and respectfully.

2. What This Policy Covers

The 11Exch grievance system covers complaints related to:

❗ Account or ID-related issues (activation, suspension, or misuse).
🔒 Data privacy or information misuse, as defined under our Privacy Policy and Data Protection Policy.
💰 Affiliate payout disputes or commission errors, addressed through Affiliate Disclosure.
🧾 Incorrect content, misinformation, or editorial inaccuracies, corrected through the Corrections & Updates process.
⚙️ Compliance concerns, including AML/KYC or security lapses, managed under the Compliance & Licensing and AML & KYC Policy.
📣 Advertising or sponsorship complaints, handled as per our Advertising & Sponsorship policy.

3. How to File a Complaint

Users can file grievances using any of the following official channels:

📧 Email: grievance@11exch.com
📝 Online Form: Available on this page under “Submit Your Complaint.”
📬 Postal Submission:
Grievance Officer,
11Exch Digital Services Pvt. Ltd.,
[Insert Office Address – City, State, PIN]

To ensure faster processing, please include:

Full Name and Registered Email ID
Nature of Complaint (select from the list above)
Supporting Documents (if applicable)
Date and Details of Incident

All complaints are acknowledged within 24 hours and resolved within 15 working days, as per our Transparency Report standards.

4. Grievance Handling Process

Step 1: Acknowledgement

Once a complaint is received, you’ll receive an acknowledgment email confirming that your issue has been logged with a unique Grievance Ticket ID.

Step 2: Review

Our compliance and support teams jointly review the grievance under the guidelines of our Legal Policy and Compliance & Security.

Step 3: Resolution

A resolution report is prepared within 15 working days, and you’ll receive a detailed response explaining the outcome or corrective actions.

Step 4: Escalation (if unsatisfied)

If the user is not satisfied with the resolution, they can escalate the matter directly to our Head of Compliance at compliance@11exch.com, referencing the original ticket ID.

5. Roles & Responsibilities

Grievance Officer

Name: [To be updated]
Designation: Grievance Officer, 11Exch
Email: grievance@11exch.com
Responsibility: To acknowledge, investigate, and resolve complaints following the User Trust & Conduct and Responsible Gaming (18+) policies.

Compliance Officer

Email: compliance@11exch.com
Responsibility: To oversee regulatory adherence, monitor partner compliance, and report trends through our Transparency Report.

6. Escalation Hierarchy

Level	Officer	Description	Resolution Time
Level 1	Support Desk	Initial acknowledgment and issue categorization	Within 24 hours
Level 2	Grievance Officer	Investigation and response	Within 7–10 days
Level 3	Head of Compliance	Final review and closure	Within 15 working days

If further assistance is needed, users can approach relevant digital ombudsman authorities as mentioned under the Legal Policy.

7. Protection of Complainants

11Exch ensures that no complainant faces retaliation or bias for raising a genuine concern.
All communication and evidence shared are treated as strictly confidential under the Data Protection Policy.

We also encourage anonymous reporting of serious misconduct or fraudulent behavior through our Compliance & Security form.

8. Grievance Trends & Public Reporting

As part of our transparency initiative, 11Exch includes grievance data in its annual Transparency Report.
This includes:

Total number of grievances received
Average resolution time
Category-wise breakdown (privacy, affiliate, compliance, etc.)
Percentage of resolved vs pending cases

These metrics help us maintain accountability and improve service quality every year.

9. False or Misleading Complaints

To maintain fairness, users submitting false or malicious complaints may be restricted from further grievance filing, as per our User Trust & Conduct policy.
However, honest mistakes or misinterpretations are always treated with understanding and professionalism.

10. Relation with Other Policies

This Grievance Redressal system is interconnected with multiple policies to ensure seamless compliance:

Transparency Report – Annual disclosure of complaint statistics.
Privacy Policy – Data handling and rights.
Refund Policy – For financial or payment-related disputes.
Editorial Policy – For content or publication issues.
Corrections & Updates – For factual amendments.

Users are encouraged to review these sections before submitting a complaint to understand their rights fully.

11. Disclaimer

11Exch operates as an affiliate and digital facilitator, not as a gaming or betting operator.
Therefore, grievances involving betting outcomes, game fairness, or third-party wallet disputes must be directed to the respective platform’s official support channel.
However, we will assist users in reaching the right contact point if required.

For complete legal context, please read our Terms & Conditions and Disclaimer.