Grievance Redressal

Grievance Redressal


We believe that Investor service is a vital element for sustained business growth and we want to ensure that our Investors receive exemplary service across different touch points. Prompt and efficient service is essential for retaining existing relationships and therefore Investor satisfaction becomes critical to us, especially since we follow the Direct to Investor model. Investor queries and complaints constitute an important voice of Investor, and this policy details grievance handling through a structured grievance redressal framework. Grievance redressal is supported by a review mechanism, to minimize the recurrence of similar issues in future.


The Grievance redressal policy follows the following principles:

  1. Investors will be treated fairly at all times
  2. Complaints raised by Investors will be dealt with courtesy and in a timely manner
  3. Queries and Complaints will be treated efficiently and fairly.

The Research Analyst and employees work in good faith and without prejudice, towards the interests of the Investors.

The Research Analyst has a dedicated Client Servicing Team which is responsible for timely and prompt communication with our clients, while having an open attitude towards service recovery, and providing alternate solutions to investors, thus ensuring healthy relationships with our clients. The Client Servicing Team


Grievance Redressal Mechanism.

Client’s queries / complaints may arise due to lack of understanding or a deficiency of service experienced by clients. Deficiency of service may include lack of explanation, clarifications, understanding which escalates into shortfalls in the expected delivery standards, either due to inadequacy of facilities available or through the attitude of staff towards client.  and the client can expect a reply within 10 business days of approaching the Research Analyst team and if the Investor does not receive a response within 10 business days of writing to the Client servicing team.


ODR Portal could be accessed, if unsatisfied with the response. Your attention is drawn to the SEBI circular no SEBI/HO/OIAE_IAD-1/P/CIR/2023/131 dated July 31,2023, on “Online Resolution of Dispute in the Indian Securities Market”.


A common Online Dispute Resolution Portal (“ODR Portal”) which harnesses conciliation and online arbitration for resolution of disputes arising in the Indian Securities Market has been established. ODR Portal can be accessed via the following link – https://smartodrin/.



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