Step by Step Guide to making complaint:
- Approach the DP/Stock Broker at the designated Investor Grievance e-mail ID of the stock broker/DP i.e. complaint@shubhamstock.com or through physically approaching the broker personally at its corporate office at 3, Madan Mohan Malviya Road, Amritsar - 143001
- At the time of making complaint be sure to provide accurate and concise information. Include any relevant account numbers, dates, and specific details to help the complaint handling team understand your concern better.
- On receipt of complaint from the complainant, the DP/Stock Broker will make its entry in BO Grievance Register and a complaint number will be issued to that complaint and an intimation of the complaint number will also be sent to complainant through email or physically in writing.
- The DP/Stock Broker will strive to redress the grievance immediately, but not later than 30 days of the receipt of the grievance.
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If complaint is not redressed within 15 days, please give personal call to the Compliance Officer at his mobile number to get the status of the complaint so that DP/stock broker takes extra care to redress within 30 days of receipt of complaint. Contact details of compliance officers are hereunder:
Mr. Anil Aggarwal, Compliance Officer – Trading Section
Mobile No. +91-9915073023
Mr. Gurdas Chand, Compliance Officer – DP Section
Mobile No. +91-9988234365
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Approach the Stock Exchange/Depository using the grievance mechanism mentioned at the website of the respective exchange. Email id for investor complaint of NSE and CDSL:
NSE – ignse@nse.co.in
CDSL – complaints@cdslindia.com -
The complaint not redressed at Stock Broker/DP / Stock Exchange/Depository level, may be lodged with SEBI on SCORES (a web based centralized grievance redressal system of SEBI) @ https://scores.sebi.gov.in/ (opens in a new tab)
SCORES (SEBI Complaint Redress System) is an online grievance redressal platform developed by the Securities and Exchange Board of India (SEBI) for investors to lodge and track complaints against SEBI-regulated entities, including Depository Participants (DPs), Stock Brokers, Mutual Funds, Listed Companies, and other market intermediaries. SCORES provides a transparent, efficient, and time-bound mechanism for resolving investor grievances. Investors are advised to first approach the concerned intermediary for redressal before lodging a complaint on the SCORES platform.
Process for Filing a Complaint on SCORES
- Contact the Depository Participant (DP)/Broker First: Before approaching SEBI, investors should first submit their grievance to the DP through the designated Investor Grievance Officer or customer support and allow reasonable time for resolution.
- Visit the SCORES Portal: Access the SEBI SCORES portal and register as a new user using your PAN and other required KYC details, or log in if you are already registered.
- Lodge Your Complaint: Select the appropriate category of intermediary (e.g., Depository Participant), choose the nature of the complaint, provide complete details of the grievance, and upload supporting documents such as account statements, correspondence, transaction details, or other relevant evidence.
- Receive Acknowledgement: Upon successful submission, a unique complaint registration number will be generated. This number should be retained for all future correspondence and status tracking.
- Track the Status: Investors can log in to the SCORES portal at any time to monitor the status of their complaint, view updates, and review the Action Taken Report (ATR) submitted by the concerned entity.
- Seek Review, if Required: If the investor is not satisfied with the resolution provided, the SCORES platform provides a review mechanism in accordance with SEBI's prescribed process and timelines.
Benefits of Using SCORES
- Single online platform for lodging investor grievances against SEBI-regulated entities.
- Simple and paperless complaint registration process available 24x7.
- Transparent complaint handling with online status tracking.
- Unique complaint registration number for easy reference and follow-up.
- Time-bound grievance redressal framework as prescribed by SEBI.
- Facility to upload supporting documents electronically.
- Automated routing of complaints to the concerned entity for prompt action.
- Review mechanism available if the investor is dissatisfied with the resolution.
- Improved transparency, accountability, and investor protection through SEBI's centralized grievance redressal system.
- If the Investor is not satisfied with the resolution provided by Stock Broker, DP or other Market Participants and Score Portal, then the Investor has the option to file the complaint/ grievance on SMARTODR platform for its resolution through by online conciliation or arbitration @ https://smartodr.in/login (opens in a new tab)
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Steps to be followed in ODR for Review, Conciliation and Arbitration:
- Investor to approach Market Participant for redressal of complaint
- If investor is not satisfied with response of Market Participant, he/she can escalate the complaint on SEBI SCORES portal.
- Alternatively, the investor may also file a complaint on SMARTODR portal for its resolution through online conciliation and arbitration.
- Upon receipt of complaint on SMARTODR portal, the relevant MII will review the matter and endeavour to resolve the matter between the Market Participant and investor within 21 days.
- If the matter could not be amicably resolved, then the Investor may request the MII to refer the matter case for conciliation.
- During the conciliation process, the conciliator will endeavor for amicable settlement of the dispute within 21 days, which may be extended with 10 days by the conciliator.
- If the conciliation is unsuccessful, then the investor may request to refer the matter for arbitration. The arbitration process to be concluded by arbitrator(s) within 30 days, which is extendable by 30 days.
Complaints Resolution Process at Stock Exchange explained graphically:
