Complaint Escalation Process for Fedena Customers


If our customer support team members are not able to solve your concern effectively and efficiently, please use the following process for escalation.


Level 1


PLEASE ALWAYS CONTACT SUPPORT TEAM LEAD - SANDEEP WHO IS THE FIRST POINT FOR IMMEDIATE REDRESSAL OF GRIEVANCE.



Sandeep Panda

Team Lead, Fedena Customer Success Team

Email: sandeep@foradian.com

Mobile: +91-9538546460


Expected action: Team leader will analyse the ticket details and question the agent to understand the complaint in depth. If required he will also coordinate with technical and sales team to bring right solution.  You can expect a reply and right action in 12 working hours.


Note: It is recommended to always send an email first with details of the ticket, followed by a phone call. Team leaders and managers might be in preplanned meetings/events and may not be able to pick-up the calls immediately.


Level 2


If the above team lead is not able to address your complaint effectively and efficiently, please contact our Cofounder and Director of Customer success - Vishwajith




Vishwajith A

Cofounder & Director, Fedena Customer Success Team

Email: vishwajith@foradian.com

Mobile: +91-9986180753


Expected action: Director will work with the support team leader to understand the real challenges and will initiate feasible actions to solve the concern immediately.  You can expect a reply and right action in 48 working hours.


Note: It is recommended to always send an email first with details of the ticket, followed by a phone call. Team leaders and managers might be in preplanned meetings/events and may not be able to pick-up the calls immediately.


Level 3


If the above leader is not accessible or not able to address the grievance effectively & efficiently, please contact our Cofounder & CEO - Unni Koroth




Unni Koroth

CEO, Foradian

Email: unni@foradian.com

Mobile: +91-7829001801


Expected action: CEO will coordinate with other leaders to understand the challenges and bring the best possible solution. You can expect a reply and right action in 48 working hours.


Note: It is recommended to always send an email first with details of the ticket, followed by a phone call. Team leaders and managers might be in preplanned meetings/events and may not be able to pick-up the calls immediately.