Grievance Redressal
Grievance Redressal
A documented pathway to raise concerns about SOFTRE profiles, ShieldMark badges, payments, data handling or waitlist communications.
How to contact us
Send your grievance to grievance@softre.com. Include the company name, the issue category and any reference identifiers (such as profile URL, ShieldMark badge ID, payment reference or correction request reference).
Grievance categories
Privacy or data concerns
Concerns about how personal or business information is handled.
Profile correction concerns
Concerns about specific information shown in a SOFTRE profile or Business Proof Passport.
Badge misuse concerns
Concerns about a ShieldMark badge being displayed in a misleading way or on an unverified domain.
Payment concerns
Concerns about a ShieldMark payment, refund or renewal.
Waitlist concerns
Concerns about waitlist communications or regional availability information.
Review process
- Acknowledgement of the grievance.
- Internal review of the issue and supporting context.
- Coordination with relevant SOFTRE functions where required.
- Documented response within a reasonable timeframe.
Response process
SOFTRE aims to acknowledge grievances within five working days and to provide a documented response within a reasonable timeframe. Where the grievance relates to specific profile information or a badge, the matter may be handled through the correction request process.
SOFTRE will review grievances through its internal process. Submitting a grievance does not guarantee a specific outcome.