Grievance Redressal policy
Guiding your concerns with clear and fair resolution
1) Overview of the Grievance Redressal Process
The grievance redressal process exists to ensure that every concern raised by a user is addressed in a transparent, timely and responsible manner. All complaints received through email, phone or the designated reporting channels are acknowledged, recorded and reviewed in detail. The objective of the process is to provide clarity, resolve misunderstandings and offer guidance on regulatory procedures where applicable. Every grievance is handled with seriousness and care, and the information shared by users remains confidential. Users are encouraged to provide accurate details so that the issue can be evaluated effectively and resolved according to regulatory expectations.
Once a grievance is received, it undergoes an internal assessment to confirm its nature, relevance and supporting information. The matter is then forwarded to the designated grievance officer or compliance representative for further examination. Users may be requested to share additional documents or clarification if required for resolution. Efforts are made to address complaints in a reasonable timeframe, keeping regulatory norms in mind. If the concern requires escalation to SEBI SCORES, users will be guided on the appropriate procedure. The goal is to maintain fair communication and ensure every concern receives due attention.
2) Submission of Complaints and Required Information
Users can submit grievances through the official email address or contact number listed on the website. For accuracy and faster resolution, it is important that the complaint includes the user’s full name, contact details, subscription information and a clear explanation of the issue faced. Relevant screenshots, payment confirmations, or communication references can support proper evaluation. The grievance mechanism is designed to record each complaint systematically, ensuring that no query is overlooked or dismissed without review. Providing complete information allows the grievance officer to understand the situation in context and respond appropriately.
After receiving the complaint, an acknowledgment is sent to the user within a reasonable period. The review team assesses the details and verifies all associated records before initiating corrective steps. In cases where clarification is required, users may be contacted for supplementary information. Complaints lacking essential details may experience delays, as accuracy is necessary for resolution. Users are encouraged to cooperate throughout the process so that concerns can be resolved with clarity. The review will culminate in a written response explaining the findings and any applicable actions taken in line with regulatory guidelines.
3) Resolution Timelines and Communication Protocols
To maintain transparency, the grievance redressal system follows defined timelines for acknowledging and responding to user complaints. While most concerns are addressed promptly, certain matters may require additional time due to verification needs or regulatory considerations. Timely communication remains a priority, and users will be informed if extended review is necessary. All responses are shared through the user’s registered email or preferred communication channel to ensure proper documentation. The process operates with fairness and consistency, ensuring that each grievance is reviewed thoroughly and without bias.
Throughout the resolution process, users may receive updates regarding the status of their complaint. These updates help maintain clarity and assure users that their concerns are being handled with care. If the issue demands coordination with external regulatory bodies, users will be notified of the procedure and expected timeline. In every case, the intention is to resolve matters efficiently while adhering to SEBI norms. At the conclusion of the review, the user receives a clear explanation of the findings along with any steps taken for correction or prevention. This structured approach fosters accountability and builds trust in the grievance mechanism.
4) Escalation Procedure for Unresolved Complaints
If a user feels that their grievance has not been resolved satisfactorily within the expected timeframe, they may escalate the concern by contacting the designated grievance officer. The escalation process ensures that unresolved issues undergo a higher level of scrutiny, allowing for additional review and intervention where necessary. Users should include previous correspondence and any new information that may assist in re-evaluating the matter. Escalated complaints are treated with increased priority to ensure that the user receives a clear and fair assessment.
If concerns still remain after internal escalation, users may register their complaint on SEBI SCORES, the official platform for investor grievances. Instructions for filing a SCORES complaint will be provided upon request. Escalation to regulatory channels helps ensure transparency and accountability throughout the process. The Research Analyst cooperates fully with regulatory bodies and provides all required documentation for review. This multi-level structure ensures that every grievance receives the attention it deserves and aligns with SEBI expectations.
5) Record Maintenance and Compliance Alignment
All grievances, responses and related communication records are maintained as per SEBI regulations. This includes documentation of complaint details, resolution steps, timelines, and correspondence with users. Proper record-keeping helps ensure accountability and allows regulatory bodies to verify compliance whenever required. It also supports internal review processes aimed at identifying recurring concerns and improving service standards. The grievance redressal mechanism is designed to operate with transparency, ensuring that every interaction is documented clearly and securely.
The Research Analyst periodically reviews grievance records to evaluate whether procedural updates or additional safeguards are required. Insights gained from these reviews help strengthen internal systems and prevent similar issues from arising in the future. Compliance with SEBI requirements remains a priority, and all procedures are updated as regulations evolve. Users can request information regarding the grievance-handling process, and all responses are provided in alignment with regulatory guidelines. This structured approach reinforces a responsible and well-documented grievance management system.