Investor Grievance Redressal Policy

Grievance Redressal Officer (GRO) — Contact Details

How to Submit a Complaint

What to Include in Your Complaint

• Your Full Name as registered with the AMC or KRA
• Contact Details — phone number and email address
• Folio Number / ARN / Transaction Reference — the specific transaction or account in question
• Nature of Complaint — clear description of the issue with date of occurrence
• Amount Involved — if the complaint relates to a financial loss or transaction
• Supporting Documents — account statement, transaction confirmation, email correspondence
• Resolution Expected — what outcome you are seeking
• Previous Correspondence — if you have already contacted us about this issue before

Types of Complaints We Handle

Complaint Type	Examples	Typical Resolution
Transaction Issues	Delay in purchase/redemption, wrong amount invested, SIP not registered/cancelled	3–7 working days
Account Statement	CAS not received, incorrect holdings, missing transactions in statement	3–5 working days
KYC / Onboarding	KYC rejection, difficulty in updating KYC details, account not opened	5–10 working days
Mis-selling / Advice	Product not suitable for risk profile, incorrect information provided	15 working days
Commission / Charges	Dispute on exit load, expense ratio not disclosed, commission not visible in CAS	7–10 working days
Nomination Issues	Nominee not updated, nominee claim rejected, incorrect nominee details	7–15 working days
Dividend / Redemption	Dividend not received, redemption amount not credited, wrong bank account used	5–10 working days
Service Quality	Staff behaviour, delayed response, incorrect information given	5 working days

5-Level Escalation Matrix

If your complaint is not resolved satisfactorily at any level, please escalate to the next level:

Committed Response Timelines

Action	Details	Timeline
Complaint Acknowledgement	Email confirmation with complaint reference number	3 working days
Interim Response	If complex investigation needed — progress update shared	7 working days
Final Resolution (Level 1)	Complete resolution with explanation provided in writing	15 working days
Document Submission to AMC	If AMC-level action needed — documents forwarded	3 working days
SEBI SCORES Response	If escalated to SEBI SCORES — response by Fintopia Financial Services	Per SEBI mandate

Your Rights as an Investor in the Grievance Process

• Right to receive a complaint acknowledgement with a unique reference number within 3 working days
• Right to a fair and impartial investigation of your complaint — no conflict of interest
• Right to receive the resolution in writing with clear explanation of findings
• Right to escalate to AMFI, SEBI SCORES, or SMART ODR if not satisfied with our resolution
• Right to approach consumer courts or civil courts for serious grievances not resolved through regulatory channels
• Right to report mis-selling or regulatory violations to SEBI at scores.sebi.gov.in
• Right to be treated with respect and professionalism throughout the grievance process
• Right to receive a refund of excess charges if any overcharging is confirmed

All Important Grievance Contacts at a Glance

Organisation	Contact Details	Timeline
Fintopia Financial Services GRO	Soumen Bose | support@fintopiafinserv.com | +91 90881 00727	15 working days
AMFI IGRC	igrc@amfiindia.com | 1800-270-7000	30 days
SEBI SCORES	scores.sebi.gov.in | 1800-266-7575	Per SEBI
SMART ODR	smartodr.in	Per ODR
MF Central	mfcentral.com | For CAS and folio queries	Instant
CAMS	camsonline.com | 1800-419-2267	Per AMC
KFintech	mfs.kfintech.com | 1800-222-299	Per AMC
Cyber Crime Helpline	cybercrime.gov.in | Helpline: 1930 | For investment fraud	Emergency