Complaint filing procedure

1. Raise your complaint

   Send an email to grievancehnspl@rediffmail.com. To complain by phone, call 022 4971 1751. Our team will give you an email reply or a call back on the query or complaint you registered.

   The internal turnaround time for our first response is within 3 hours, and 24 hours at most.

2. First-level resolution

   Our first-level team speaks to you, or communicates with you, to understand the complaint or query. They answer and resolve it immediately if possible.

3. Escalation to the senior team

   If the first-level team cannot resolve it, they escalate it to the senior-level team immediately. The senior team communicates with you to resolve it within 6 hours of escalation.

4. Compliance Officer or Director in charge

   If the senior team cannot resolve it within that time, the complaint goes to the Compliance Officer or the Director in charge. They look into it personally and make the best possible effort to resolve it to your satisfaction.

The names and contact details for each level are in the investor grievance escalation matrix.