Mutual Funds transaction facilitation services are provided by Finzoom Investment Advisors Private Limited (“Company” or “we”) via its website (www.indmoney.com) and mobile applications (INDmoney) using the BSE-Star MF platform. To ensure that the Company's grievance redressal mechanism is more meaningful and effective, this system has been set up to analyze and solve all customer grievances in real-time and take appropriate action to avoid their occurrence in the future.
We try to ensure that the redressal sought is just and fair and is permissible within the given framework of rules and regulations.
Grievance Redressal Mechanism – Mutual Fund Transaction Facilitation
Clients are required to approach the Company directly to register a complaint through the escalation matrix mentioned below. In the ordinary course, the Client can expect a response within 5 (five) business days of raising the issue. We have formulated an escalation matrix to ensure that Clients’ concerns are routed and addressed by the right team. Clients are requested to read and understand the below escalation matrix to ensure timely redressal of your concern.
If a Client has any grievances/complaints, the Client can send an email to email@example.com
If the Client’s issue is unresolved after a period of 7 (seven) business days from the date of first raising the issue at Level 1 or if the Client is not satisfied with the response provided at Level 1, the Client may, post completion of a 7 (seven) business days period from the date of first raising the issue at Level 1, write to the Compliance/Grievance Officer on firstname.lastname@example.org
Note: If any query/ complaint requires additional time, the Company will inform the Client of the reason for the delay and provide expected timelines for resolution of the issue raised.
If the Client’s issue is unresolved for a period of 7 (seven) business days after the Client reaches out to the Compliance/Grievance Officer as provided in Level 2, the Client may write to the Principal Officer of the company at email@example.com or the Client may also write to the BSE Star MF customer support team at firstname.lastname@example.org
If the Complaint is not resolved at Level 3 within a period of 7 (seven) business days from the date of such issues first being raised at Level 3, or if the client is not satisfied with the company’s grievance redressal, the client may, after completion of 7 (seven) business days after the issue was first raised at Level 3, approach SEBI at www.scores.gov.in