Policy on Complaint Handling and Grievance Redressal — Global Access
INDmoney Global (IFSC) Private Limited
Version 1.4
Last review date - March 24, 2026
Objective
The objective of this policy is to establish a robust, transparent, and customer-centric framework for the efficient handling of complaints and the redressal of grievances. It ensures compliance with the International Financial Services Centres Authority (IFSCA) circular no. F. No. IFSCA-LPRA/3/2024-Legal and Regulatory Affairs dated December 2, 2024 and all other applicable guidelines/regulations released by IFSCA/NSEIX and aims to protect the interests of financial consumers.
Applicability
This policy applies to all complaints and grievances received from Global Access clients i.e. clients who have opened a Global Access account i.e. Alpaca or Drivewealth account with INDmoney Global (IFSC) Private Limited ("INDmoney Global").
Policy approval: This policy is approved by the Board of Directors of INDmoney Global.
Scope: Includes all financial products and services offered by INDmoney Global in the IFSC. Excludes anonymous, incomplete, or irrelevant complaints as outlined in Annexure 1.
Definitions
Complaint: An expression of dissatisfaction regarding financial products or services provided by INDmoney Global.
Client/Consumer: A person who is engaged in a financial transaction or activity with INDmoney Global and includes a person on whose behalf the person engaged in the transaction or activity is acting.
Complaint Redressal Officer (CRO): He is responsible for handling complaints and ensuring impartial resolution.
Complaint Redressal Appellate Officer (CRAO): He is responsible to handle appeals against decisions made by the CRO.
Complaint handling procedure
Receipt of complaints
Complaints can be submitted via email or on the Help Centre section available on INDmoney Global website i.e. www.indmoney.com
Level 1
If a Client has any grievances/complaints, the Client can send an email to Complaint Redressal team at escalationusstocks@indmoneyglobal.com
Accepted complaints are acknowledged in writing within 3 working days of receipt.
If not accepted, the complainant is informed within 5 working days with valid reasons.
Level 2
If the Client's issue is unresolved after a period of 6 (six) working 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 6 (six) business days period from the date of first raising the issue at Level 1, can send email to Complaint Redressal Officer at grievanceusstocks@indmoneyglobal.com
Address: Complaint Redressal Officer, Office No. 507, 5th Floor, Pragya II, Block 15-C1, Zone-1, Road No. 11, Processing Area, GIFT SEZ, GIFT City, Gandhinagar – 382355.
Processing of complaints
Complaints are handled impartially and professionally by the CRO or an alternate designated officer in case of conflict of interest. Additional information may be requested from complainants for effective resolution.
Complaints are resolved within 15 days of acceptance. In exceptional cases, resolution may take up to 30 days.
Complaint closure
Resolution: Detailed reasoning is provided for resolved or rejected complaints.
Communication: Complainants are informed of their right to appeal if dissatisfied with the outcome.
Level 3: Appeal mechanism
Filing an appeal
Dissatisfied complainants can file an appeal with the Complaint Redressal Appellate Officer within 21 days of receiving the CRO's decision.
Email id of CRAO: craousstocks@indmoneyglobal.com
Address for written communication: Complaint Redressal Appellate Officer, Office No. 507, 5th Floor, Pragya II, Block 15-C1, Zone-1, Road No. 11, Processing Area, GIFT SEZ, GIFT City, Gandhinagar – 382355.
The details of CRO & CRAO are available on the website — Complaint Redressal Officer & Appellate Officer (Global Access).
Resolution of appeals
The CRAO evaluates and resolves appeals impartially within 30 days.
Level 4: Reporting to the Authority/Regulator
Unsatisfied consumers may escalate complaints to the IFSCA at grievance-redressal@ifsca.gov.in within 21 days of the CRAO's decision.
Clients are requested to first submit complaint with INDmoney Global for speedy resolution.
Role of Compliance Officer
The Compliance Officer shall ensure that handling and disposal of complaints by INDmoney Global are in accordance with the regulatory requirements specified by IFSCA.
Record maintenance
Comprehensive records are maintained electronically by INDmoney Global:
- Complaints received and processed.
- All correspondence exchanged between the Regulated Entity and the complainants.
- All information and documents examined and relied upon by the Regulated Entity while processing of the complaints.
- Outcome of the complaints.
- Reasons for rejection of complaints, if any.
- Timelines for processing of complaints; and
- Data of all complaints handled by INDmoney Global.
Records are retained for a minimum of 6 years or longer in case of pending litigation.
Reporting and disclosure
Annual reporting: Complaint statistics, including received, resolved, rejected, and pending cases, shall be disclosed in the Annual Report/on the website of INDmoney Global.
Reports on complaint handling shall be submitted to IFSCA/Regulator as per specified guidelines.
Online complaint handling system
INDmoney Global maintains an online system for efficient complaint submission, tracking, and resolution. This system is designed to cater to the complexity and scale of its operations.
Policy review
This policy is reviewed periodically to align with evolving regulatory requirements and client feedback.
Annexure 1
- Anonymous complaints (except whistleblower complaints)
- Incomplete or un-specific complaints
- Allegations without supporting documents
- Suggestions or seeking guidance/explanation
- Complaints on matters not relating to the financial products or services provided by the Regulated Entity
- Complaints about any unregistered/un-regulated activity
- References in the nature of seeking information or clarifications about financial products or services