Investor Grievance / Escalation Matrix
In case of concerns are not addressed within a reasonable time i.e. within 5 working days, you may escalate it to Next Level as per the defined matrix.
| Escalation Level | Details of | Contact Person | Address | Contact No. | Email Id | Operational / Working hours |
| Level 1 | Customer Care / Client
Servicing |
Customer Service | 30th Floor,
SunshineTower, Senapati Bapat Marg, Dadar(W), Mumbai, Maharashtra 400013 |
022-41792999 | support@upstox.com | All Trading Days – 8 am to 5 pm |
| Level 2 | Head of Customer Care | Jeffrey
DeSouza |
30th Floor,
SunshineTower, Senapati Bapat Marg, Dadar(W), Mumbai, Maharashtra 400013 |
022-4179 2936 /
022-7114 6936 |
complaints@upstox.com | All Trading Days – 8 am to 5 pm |
| Level 3 | Compliance Officer | Manoj Agarwal | 30th Floor,
SunshineTower, Senapati Bapat Marg, Dadar(W), Mumbai, Maharashtra 400013 |
022-7114 6955 /
022-4179 2955 |
compliance@upstox.com | All Trading Days – 8 am to 5 pm |
| Level 4 | CEO | Ravi Kumar | 30th Floor,
SunshineTower, Senapati Bapat Marg, Dadar(W), Mumbai, Maharashtra 400013 |
022-7114 6941 /
022-4179 2941 |
ceodesk@upstox.com | All Trading Days – 8 am to 5 pm |
In absence of a response/complaint not addressed to your satisfaction, you may lodge a complaint with SEBI at SCORES or Exchange at NICEPLUS, eComplaint Investors Portal, Investor Service Center | Investor Grievance Redressal System (IGRS).
Please quote your Service Ticket/Complaint Ref No. while raising your complaint at SEBI SCORES/Exchange portal or Depository at Grievances.
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