All the Investment Advisers (IA) and Research Analysts (RA) are advised to prominently display on their websites the following ‘Grievance Redressal / Escalation Matrix’ and bring it to the notice of their clients:
| Details of designation | Contact Person Name | Address where the physical address location | Contact No. | Email-ID | Working hours when complainant can call |
| Customer Care | |||||
| Head of Customer Care | |||||
| Compliance Officer | |||||
| CEO | |||||
| Principal Officer |
ANNEXURE - B
Complaint Data
Number of Clients' Complaints
Date for the month Ending - OCTOBER 2024
| Sr. No | Received from | Pending at the end of last month | Received | Total Pending | Pending complaints > 3 months | Average Resolution time (in days) |
|---|---|---|---|---|---|---|
| 1 | Directly from Investors | 0 | 0 | 0 | 0 | 0 |
| 2 | SEBI (SCORES) | 0 | 0 | 0 | 0 | 0 |
| 3 | Other Sources (if any) | 0 | 0 | 0 | 0 | 0 |
| 4 | Grand Total | 0 | 0 | 0 | 0 | 0 |
Average Resolution time is the sum total of time taken to resolve each complaint in days, in the current month, divided by the total number of complaints resolved in the current month.
Trend of Monthly Disposal of Complaints
| Sr. No | Month | Pending at the end of last month | Received | Resolved* | Pending# |
|---|---|---|---|---|---|
| 1 | June 2024 | 0 | 0 | 0 | 0 |
| 2 | July 2024 | 0 | 0 | 0 | 0 |
| 3 | August 2024 | 0 | 0 | 0 | 0 |
| 4 | September 2024 | 0 | 0 | 0 | 0 |
| 5 | October 2024 | 0 | 0 | 0 | 0 |
| 6 | NOVEMBER 2024 | 0 | 0 | 0 | 0 |
| 7 | DECEMBER 2024 | 0 | 0 | 0 | 0 |
| 8 | JANUARY 2025 | 0 | 0 | 0 | 0 |
| 9 | FEBURARY 2025 | 0 | 0 | 0 | 0 |
Inclusive of complaints from previous months resolved in the current month.
#Inclusive of complaints pending as of the last day of the month.
Trend of Annual Disposal of Complaints
| Sr. No | Year | Pending at the end of last year | Received | Resolved* | Pending# |
|---|---|---|---|---|---|
| 1 | 2024-25 | 0 | 0 | 0 | 0 |
| Grand Total | 0 | 0 | 0 | 0 |
Inclusive of complaints from previous years resolved in the current year.
#Inclusive of complaints pending as of the last day of the year.
Client Queries/Complaints
Client queries or complaints may arise due to a lack of understanding or a deficiency of service experienced by clients. A deficiency of service may include a lack of explanation, clarifications, or understanding, which escalates into shortfalls in the expected delivery standards, either due to inadequate facilities available or through the attitude of staff towards clients.
Clients can seek clarification on their query and are further entitled to make a complaint in writing, orally, or telephonically. An email may be sent to the Client Servicing Team at info@elitefinserv.in.
A letter may also be written with their query/complaint and posted to the following address:
301,302,303 STARLING ARKET RACE COURSE ROAD INDORE (M.P)
Clients can write to the research analyst at info@elitefinserv.in if the investor does not receive a response within 10 business days of writing to the Client Servicing Team. The client can expect a reply within 10 business days of approaching the research analyst.
In case you are not satisfied with our response, you can lodge your grievance with SEBI at https://scores.sebi.gov.in/ or you may also write to any of SEBI’s offices. SCORES may be accessed through the SCORES mobile application as well, which can be downloaded from the following link:
Download SCORES Mobile App
The ODR Portal could be accessed if you are unsatisfied with the response. 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.”
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.
The ODR Portal can be accessed via the following link:
https://smartodr.in/
Disclaimer
“Registration granted by SEBI and certification from NISM in no way guarantees the performance of the intermediary or provides any assurance of returns to investors.”
