Grievance Redressal Process
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:
- Investors will be treated fairly at all times
- Complaints raised by investors will be dealt with courtesy and in a timely manner
- 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.
Grievance Redressal Mechanism
Client’s queries or 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.
Details of Grievance Redressal Mechanism and Access
In the event of any grievance or complaint, complainants are encouraged to approach the relevant research analyst through various channels, including written communication, oral communication, or telephonic means. Rest assured, every grievance is handled with utmost priority and resolved in a time-bound manner.
– INITIAL LEVEL ESCALATION
Clients seeking clarification on their queries or complaints can contact the Grievance Redressal team by emailing grievance@capitalinvesto.com. Alternatively, they may call +91 8878879671 for a timely resolution within 5 working days from the date of registration.
– SECOND LEVEL ESCALATION
If the complaint remains unresolved or an unsatisfactory response is received, the complainant can escalate the matter to the Compliance Officer, Mr Hariom Rathor, by emailing compliance@capitalinvesto.com. or calling directly at +91 8878879671. The resolution time frame at this stage is within 10 working days from the date of registration.
– SEBI SCORES
In the event of dissatisfaction with the response from the Compliance Officer, complainant has the option to lodge a grievance with SEBI through the SEBI SCORES portal by clicking https://scores.sebi.gov.in the centralized web-based complaints Redressal system ensures timely resolution in accordance with specified circulars. The complaint can be registered here.
– ODR PORTAL
ODR Portal could be accessed, if unsatisfied with the response. 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. Your attention is drawn to the SEBI circular no.SEBI/HO/OIAE/OIAE_IAD-1/P/CIR/2023/131 dated July 31, 2023, on “Online Resolution of Disputes in the Indian Securities Market” ODR Portal can be accessed via the following link https://smartodr.in