Complaints and dispute resolution

Complaints policies are usually written by organisations large enough to have a complaints department. This one is written by the person who would receive the complaint, which makes it shorter and the timescales more honest.

1. Raise it with me first

Email anasrajpoot766@gmail.com with what has gone wrong and what you would like to happen. The second half matters — a complaint with a desired outcome attached is resolved far faster than one without.

WhatsApp is fine for urgency, but please follow up in writing so there is a record for both of us.

2. What happens next

Acknowledgement

Within 1 business day.

Substantive response

Within 5 business days, including what I propose to do.

Complex matters

If it needs longer I will say so, with a date, rather than going quiet.

Resolution

By agreement wherever possible. Where I am wrong I will say so plainly and fix it.

3. What I will do

• Look at the evidence — commits, the scope document, the staging history, the correspondence
• Tell you what I find, including where it does not favour me
• Fix work that does not match the agreed scope, at no charge
• Refund where the refund policy says a refund is due, without argument
• Explain my reasoning where I disagree, rather than simply declining

4. What I will not do

• Go silent. A complaint left unanswered is worse than a complaint answered badly
• Hold your files, code or credentials as leverage in a dispute
• Ask you to sign something before receiving a refund you are owed
• Pretend a mistake was a feature

5. If we cannot agree

The honest position: cross-border litigation is impractical for a project of this size in either direction. Court costs would exceed the value of the work, and neither of us benefits.

That is precisely why the commercial terms are structured as they are — staged payment against visible progress, credentials handed over as they are created, and code in a repository you control. Those arrangements protect you far more effectively than any dispute clause, because they mean you are never holding nothing.

6. Mediation

Where a dispute is genuinely deadlocked and the amount justifies it, I will participate in mediation and share the cost equally. Mediation is faster and cheaper than the alternative and it resolves most commercial disagreements of this size.

7. Marketplace and escrow engagements

Where work was engaged through a marketplace with escrow, that platform’s dispute process applies and I will engage with it fully. Part of what the platform fee buys is a neutral process, and using it is reasonable.

8. Payment disputes

If you intend to dispute a payment with your bank, please tell me first. I have never refused a reasonable refund request, and a conversation is faster than a chargeback for both of us. Nothing here removes your right to raise one.

9. Complaints about this website

Inaccurate content, an accessibility barrier, a broken page or something that should not be published: email me and it gets looked at. Accessibility issues are prioritised and the accessibility statement carries its own reporting route.

10. Record keeping

Complaints and their outcomes are recorded and kept for six years, in line with the data retention schedule. That is partly a legal record and partly because a complaint you cannot learn from is a complaint that repeats.

11. Governing law

Disputes are governed by the laws of Pakistan. Where you are a consumer resident elsewhere, mandatory protections under your own law are unaffected.

Who this document is from

Not legal advice

This document is written in plain English by the person it binds. It has not been reviewed by a solicitor, and it is not legal advice to you.

Before relying on it in a dispute, or before signing with an enterprise or public-sector client, have it reviewed by a qualified professional in your jurisdiction. That instruction is on the page rather than in a footnote because it is genuinely meant.

Questions about this document

Email anasrajpoot766@gmail.com, or use any route on the contact page. There is no legal department; the reply comes from me.