Effective 1 September 2026 · Grievance redressal
Grievance officer
Send any complaint, data protection request or security report to nitesh@redcubical.com, marked for the grievance officer. You will get an acknowledgement with a reference number within 24 to 48 hours, a resolution within 15 days for content and IT grievances and 30 days for data protection matters, and a named person accountable throughout.
- One address for privacy, content, service and security complaints
- Acknowledged within 24 to 48 hours, with a reference number
- 15 days for IT and content grievances, 30 days for DPDP requests
- A published escalation ladder ending at the founder or the regulator
Section 1
Who the grievance officer is, and what the role is for
How do I contact the grievance officer?
Write to nitesh@redcubical.com, or by post to the Grievance Officer, Redcubical Systems Private Limited, Dev Heights, First Floor, Aman Vihar, Sahastradhara Road, Dehradun, Uttarakhand 248001, India. Put "grievance" in the subject line. A named individual takes ownership, gives you a reference number within 24 to 48 hours, and stays accountable until the matter closes or you tell us you are satisfied.
The role exists for a practical reason. A complaint that arrives in a general inbox competes with sales enquiries and loses. A complaint that arrives with one named owner, a reference number and a published deadline does not. It is also a statutory expectation: Section 13 of the Digital Personal Data Protection Act 2023 requires a Data Fiduciary to publish a readily available means of grievance redressal, and a Data Principal must generally use it before approaching the Data Protection Board.
One point of honesty about our size. At 40+ engineers we do not run a separate complaints department, and the officer holds this role alongside another. The compensating control is that escalation to a founder is one step away and has a published response time. If the officer is the subject of your complaint, send it directly to the founder using the escalation table below, and it will be handled by someone else.
Nothing on this page limits your rights. You may go to a regulator, a court or a consumer forum at any time, whether or not you have come to us first, and using this process does not waive anything.
Contact the officer
- Designated officer
- [Company to confirm]
- Interim owner
- Nitesh, Head of Global Engagement
- Telephone
- +91 90687 14658
- Postal address
- Grievance Officer
Redcubical Systems Private Limited
Dev Heights, First Floor, Aman Vihar, Sahastradhara Road
Dehradun, Uttarakhand 248001
India - Office hours
- Monday to Friday, 09:30 to 19:00 IST
- Acknowledgement
- Within 24 to 48 hours
- IT and content grievances
- Resolved within 15 days
- Data protection requests
- Resolved within 30 days
- Languages
- English and Hindi
- Cost
- No charge at any stage
- This page effective
- 1 September 2026, version 1.0
Section 2
What the officer handles, and how long each takes
Four categories, each with its own deadline. If your matter is not one of these, send it anyway and we will route it the same day rather than returning it to you.
| Category | Examples | Acknowledged | Resolved | Basis for the deadline |
|---|---|---|---|---|
| Data privacy complaints and requests | Access, correction, erasure or nomination requests; consent withdrawal not actioned; marketing that continued after an opt-out; a suspected misuse of your personal data | Within 48 hours | Within 30 days | DPDP Act 2023 Sections 11 to 14, and the one-month period under the UK and EU GDPR |
| Content and IT-related grievances | Inaccurate, misleading or unlawful material on this website; a page that infringes your intellectual property or impersonates you; a request to take down content about you | Within 24 hours | Within 15 days | The 24-hour and 15-day standard in the IT Intermediary Guidelines Rules 2021, which we adopt voluntarily |
| Service and engagement complaints | Delivery quality, missed commitments, conduct of a team member, an invoice dispute, or an escalation you feel was mishandled during an engagement | Within 48 hours | Within 15 working days, with a written response | Our own commitment. Contractual escalation paths in your statement of work run in parallel and are not replaced |
| Security reports and ethical concerns | A suspected vulnerability in this site or a system we operate, a suspected data breach, or a concern about conduct such as a conflict of interest | Within 24 hours | Triaged in 3 business days, remediation timed by severity | Our disclosure policy in Section 5 below |
Where we are a Data Processor rather than the Data Fiduciary, meaning the data sits inside a client platform we operate on their instructions, we cannot decide the outcome. We identify the client, pass your request on within two business days, tell you we have done so, and support their response. That is a genuine limit rather than a deflection, and the client remains accountable to you.
Section 3
How to raise a grievance, and what to include
A complete first message is the single biggest factor in a fast resolution. Incomplete complaints cost days in back-and-forth before anyone starts investigating.
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Write to the officer
Email nitesh@redcubical.com with "Grievance" in the subject line, or post to the Grievance Officer at Dev Heights, First Floor, Aman Vihar, Sahastradhara Road, Dehradun, Uttarakhand 248001, India. If you would rather speak first, call +91 90687 14658 during Monday to Friday, 09:30 to 19:00 IST and we will take the details and confirm them to you in writing.
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Include these six things
Your name and a contact address for the reply. What happened, with dates. Which page, engagement, product or person it concerns. What you would like to happen. Any evidence, such as screenshots, message headers or correspondence. And whether you are raising it as an individual, as a client, or on behalf of someone else.
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Tell us about confidentiality and access needs
If you want your identity withheld from the individual concerned, say so and we will honour it wherever the matter can be investigated without disclosure. If it cannot, we will tell you before proceeding and you can decide. If you need a different format, a different language, or a call instead of correspondence, ask and it is arranged without discussion.
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Get an acknowledgement and a reference
Within 24 to 48 hours you receive a reference number, the name and role of the person handling it, the category we have assigned, the deadline that applies, and anything further we need from you. If the category we assign looks wrong to you, say so and we will change it.
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Receive a written outcome
Within 15 days for content, IT and service grievances, and within 30 days for data protection matters. The outcome states what we found, what we are doing, what we are not doing and why, and how to escalate if you disagree. Where the fault is ours, it says so plainly rather than in the passive voice.
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Escalate if you are not satisfied
The ladder below runs from the officer to the Head of Global Engagement to the founder, each with a published response time, and then to the appropriate regulator. You can go to a regulator at any point instead, and doing so does not close our process.
Section 4
The escalation ladder, step by step
| Stage | Who handles it | How to reach them | Response time |
|---|---|---|---|
| 1. Grievance officer | [Company to confirm], with Nitesh as interim owner | nitesh@redcubical.com, subject "Grievance" | Acknowledged in 24 to 48 hours, resolved in 15 or 30 days by category |
| 2. Head of Global Engagement | Nitesh, Head of Global Engagement | nitesh@redcubical.com, subject "Escalation" plus your reference number | Substantive response within 7 business days of escalation |
| 3. Founder and Chief Executive | Ashish Uniyal, Founder & Chief Executive Officer | nitesh@redcubical.com, subject "Founder escalation" plus your reference. Ask for it and it is passed on the same day | Personal response within 5 business days, by telephone where you prefer |
| 4. Data Protection Board of India | The statutory regulator under the DPDP Act 2023, for data protection matters | Through the Board’s prescribed process. The Act generally expects you to have used our grievance mechanism first | Set by the Board. Its decisions are appealable to the TDSAT |
| 5. UK Information Commissioner’s Office | For complaints under the UK GDPR | ico.org.uk, through its online complaint process or by telephone | Set by the ICO |
| 6. EU or EEA supervisory authority | For complaints under the EU GDPR | Your national data protection authority, in the state where you live, work or where the issue occurred | Set by the authority |
| 7. Courts or consumer forum | For contractual or consumer matters | Per the governing law and forum in your contract, summarised on our terms of service page | Set by the forum |
You may skip straight to a regulator or a court. Nothing on this page is a precondition to a statutory or contractual right, and we will not argue that you should have come to us first. Where a regulator contacts us about your complaint we cooperate fully and will tell you we have been contacted, unless the regulator asks us not to.
What we record, and what we publish
Every grievance is logged with a reference, category, dates, owner, outcome and any corrective action. Records are kept for three years from closure so we can demonstrate compliance to a regulator, then deleted.
We review the log quarterly for patterns, because three complaints about the same thing is a process problem rather than three incidents. Where a grievance leads to a change in how we work, the change is recorded against it.
We do not currently publish grievance statistics. If we are notified as a Significant Data Fiduciary under the DPDP Act, or a client contract requires it, we will, and this page will say so.
Section 5
Responsible security disclosure
How to report
Email nitesh@redcubical.com with "security disclosure" in the subject line. Include what you found, where, how to reproduce it, and the impact you think it has. Encrypted submission is available on request; the PGP key fingerprint for disclosures is [Company to confirm].
What happens next:
- Within 24 hours: acknowledgement from a named person.
- Within 3 business days: triage, a severity assessment and an indicative remediation timeline.
- Then: progress updates at least fortnightly until closure, and confirmation when the fix ships.
- Credit: public acknowledgement if you want it, or anonymity if you prefer.
Where the report concerns a system we operate for a client, the client is the affected party. We notify them within 24 hours, and coordinated disclosure timing is theirs to set rather than ours.
Answers
Grievance and escalation questions
Who is the grievance officer at Redcubical Systems?
The designated grievance officer is [Company to confirm], contactable at nitesh@redcubical.com or by post at Dev Heights, First Floor, Aman Vihar, Sahastradhara Road, Dehradun, Uttarakhand 248001, India. Until that appointment is published, Nitesh, Head of Global Engagement, receives and owns every grievance and is accountable for the response.
How quickly will my complaint be acknowledged and resolved?
Acknowledged within 24 to 48 hours of receipt, with a reference number and the name of the person handling it. Content and IT-related grievances are resolved within 15 days. Data protection requests and privacy grievances are resolved within 30 days, usually sooner. If a matter needs longer, we tell you why and give a date before the deadline passes, not after.
What can I complain to the grievance officer about?
Four things: data privacy complaints and DPDP or GDPR requests; content and IT-related grievances about material on this website; service complaints about an engagement, including anything you feel was not escalated properly; and reports of unethical conduct or a suspected security weakness. Anything outside those is redirected the same day rather than left unanswered.
What should I include in a complaint?
Your name and a contact address, what happened with dates, which page, engagement or person it concerns, what outcome you want, and any evidence such as screenshots or correspondence. If you want your identity kept from the individual concerned, say so and we will honour it where investigating without disclosure is possible.
What if the grievance officer does not resolve my complaint?
You can escalate internally to the Head of Global Engagement and then to the founder, each with a defined response time set out on this page. For data protection matters you can complain to the Data Protection Board of India, the UK Information Commissioner’s Office, or your EU or EEA supervisory authority, at any point and whether or not you came to us first.
How do I report a security vulnerability?
Email nitesh@redcubical.com with "security disclosure" in the subject line and enough detail to reproduce the issue. We acknowledge within 24 hours, aim to triage within three business days, and will not pursue legal action against good-faith research that follows the boundaries on this page. We run no paid bug bounty programme.
One address, a named owner, a published deadline
Privacy requests, content grievances, service complaints and security reports all go to nitesh@redcubical.com. You will know within two days who owns it and when you will hear back.