Grievance Filing Process

We endeavor to offer complete transparency and one-on-one support to our clients. Please find below a step-by-step breakdown of how we handle your grievances.

• 1. A complaint is raised by email to sanjay.parab@kbs.co.in or by phone-call to 022-69966996
• 2. Our dedicated complaint desk team raises a ticket number within 1 hour and shares this with the client for easy reference.
• 3. The client receives the first response, by email or phone call, between 3 and 24 hours of filing their grievance.
• 4. The first level team communicates with the client to resolve the query or complaint as soon as possible.
• 5. Should the first level team fail to resolve the query or complaint, the grievance is escalated to the senior level team for their attention, who will follow up within 6 hours of escalation
• 6. Should the senior level team fail to resolve the query or complaint within the given Turn-Around Time (TAT), the grievance is escalated to the Compliance Officer/Director in charge, who will personally service the grievance and endeavor to resolve it satisfactorily to the client’s requirements.

Escalation Matrix

If you do not hear back from us within the stipulated Turn Around Time above, we invite you to escalate your concern to the appropriate level:

If you are dissatisfied with our grievance management you may lodge a complaint with:

• NSE
• BSE
• SEBI
• MCX
• CDSL
• SMART ODR
• NSDL

If you are dissatisfied with our grievance management you may lodge a complaint with:

• SCORES

Filing of complaints on SCORES – Easy & quick

• a. Register on SCORES portal
• b. Mandatory details for filing complaints on SCORES:
  • i. Name, PAN, Address, Mobile Number, Email ID
• c. Benefits:
  • i. Effective communication
  • ii. Speedy redressal of the grievances

Key Managerial Personnel