Complaints and grievances

How to file a complaint

To file a complaint, first send an email to Pinakini@gvk.com. A ticket number is assigned to you, which you can use in future conversations. Status updates on the ticket are sent to your registered email address and can be quoted as a reference.

If you are not satisfied with the resolution, you can raise your grievance as described below.

How grievances are handled

• All investor grievances are monitored and redressed by the Compliance Officer, who reports directly to the Board of Directors. This provides escalation for any long-pending or serious complaint. Otherwise the Compliance Officer handles them with the support of the compliance team.
• You can email grievances to pinakiniig@gvk.com. This address is displayed on our website and mentioned on contract notes and other correspondence. All mails are monitored and redressed by the Compliance Officer.
• A register of grievances is maintained centrally for control and monitoring. Grievances received in writing, by mail or verbally are all recorded, along with the steps taken to redress them.
• The compliance department verifies and scrutinises every grievance. The Compliance Officer can seek further information from you, and details from the concerned department, officials, sub-brokers or authorised persons.
• If there is no response from the concerned department, official or authorised person within 7 working days of the complaint, it is escalated to the Executive Director.
• The compliance department ensures complaints are resolved within one month. If you raise no further queries or clarifications within that month, the matter is treated as resolved and closed, and the registers are updated.
• The Board reviews complaints every quarter. Unresolved complaints are examined for speedy remedial action and, if required, reported to the exchanges and depositories.

If you are still not satisfied

• Lodge a complaint with SEBI at scores.sebi.gov.in.
• Lodge a complaint with NSE at investorhelpline.nseindia.com.
• After exhausting all options, you can start the dispute resolution process on the ODR portal: smartodr.in.

Please quote your complaint reference number when you raise a complaint on SEBI SCORES or an exchange portal.