Grievance / Escalation Matrix
In case your concerns are not addressed within reasonable time i.e. within 5 working days, you may escalate it to next level as per the defined matrix.
Level | Name | Location | Contact 1 | Contact 2 | Email | Timing |
|---|---|---|---|---|---|---|
1 | Customer Service Customer Care / Client Servicing | 30th Floor, SunshineTower, Senapati Bapat Marg, Dadar(W), Mumbai, Maharashtra 400013 | 022-41792999 | - | All Trading Days – 8 am to 5 pm | |
2 | Jeffrey DeSouza Head of Customer Care | 30th Floor, SunshineTower, Senapati Bapat Marg, Dadar(W), Mumbai, Maharashtra 400013 | 022-4179 2936 | 022-7114 6936 | All Trading Days – 8 am to 5 pm | |
3 | Kapil Jaikalyani Compliance Officer | 30th Floor, SunshineTower, Senapati Bapat Marg, Dadar(W), Mumbai, Maharashtra 400013 | 022-7114 6955 | 022-4179 2955 | All Trading Days – 8 am to 5 pm | |
4 | Ravi Kumar CEO | 30th Floor, SunshineTower, Senapati Bapat Marg, Dadar(W), Mumbai, Maharashtra 400013 | 022-7114 6941 | 022-4179 2941 | All Trading Days – 8 am to 5 pm |
In absence of response/complaint not addressed to your satisfaction, you may lodge a complaint with score or Exchange at NSE, BSE, MCX or Depository at CDSL or ODR portal for Investors at Smart ODR. Please quote your Service Ticket/Complaint Ref No. while raising your complaint at SEBI SCORES/Exchange portal or at Depository.
Escalation Matrix (RKSV Commodities India Private Limited):
Name | Location | Contact | Email |
|---|---|---|---|
Customer Service Customer care | 30th Floor,Sunshine Tower, Senapati Bapat Marg, Dadar (W),Mumbai, Maharashtra 400013 | 022-41792999 | |
Jeffrey DeSouza Head of Customer care | 30th Floor,Sunshine Tower, Senapati Bapat Marg, Dadar (W),Mumbai, Maharashtra 400013 | 022-41792999 022-71146936 | |
Amit Lalan Compliance Officer | 30th Floor,Sunshine Tower, Senapati Bapat Marg, Dadar (W),Mumbai, Maharashtra 400013 | 022-71146955 022-41792955 |
In absence of response/complaint not addressed to your satisfaction, you may lodge a complaint with score or Exchange at NSE, BSE, MCX or Depository at CDSL or ODR portal for Investors at Smart ODR. Please quote your Service Ticket/Complaint Ref No. while raising your complaint at SEBI SCORES/Exchange portal or at Depository.
i. Basic details of the SB such as registration number, registered address of Head Office and branches if any.
Stock Broker Name | Registration No. | Registered Address | Branch Address (if any) | Contact No | Email |
|---|---|---|---|---|---|
Upstox Securities Private Limited | INZ000315837 | 809,New Delhi House, Barakhamba Road,Connaught Place, New Delhi - 110001 | Unit 301,The Summit Business Bay – Omkar 513,Andheri - Kurla Road, opp. PVR cinema, Gundavali,Andheri East,Nr. WEH Metro, Mumbai-400093 | 022 -23753793-94 | |
RKSV Commodities India Private Limited | INZ000015837 | 809,New Delhi House, Barakhamba Road,Connaught Place, New Delhi - 110001 | Unit 301,The Summit Business Bay – Omkar 513,Andheri - Kurla Road, , opp. PVR cinema, Gundavali,Andheri East,Nr. WEH Metro, Mumbai-400093 | 022 -23753793-94 |
All Trading Days – 8 am to 5 pm
ii. Names and contact details of all Key Managerial Personnel including the Compliance Officer:
Sr. No | Name of the Individual | Designation | Contact | Email |
|---|---|---|---|---|
1 | Ravi Kumar - Upstox Securities Private Limited | CEO | 022-41792936 022-71146936 | |
2 | Kapil Jaikalyani - Upstox Securities Private Limited | Compliance Officer | 022-71146941 022-41792941 | |
3 | Amit Lalan- RKSV Commodities India Private Limited | Compliance Officer | 022-71146941 022-41792941 |
In absence of response/complaint not addressed to your satisfaction, you may lodge a complaint with score or Exchange at NSE, BSE, MCX or Depository at CDSL or ODR portal for Investors at Smart ODR. Please quote your Service Ticket/Complaint Ref No. while raising your complaint at SEBI SCORES/Exchange portal or at Depository.
iii. Step by step procedures for opening an account, filing a complaint on designated email id, and finding out the status of the complaint etc.
- a) Below is the detailed write up on the procedure for opening an account:
How can I open a new Trading and Demat account?
- b) Below is the detailed write up on procedure for filing a complaint on designated email id/ Toll-free number and procedure for finding out status of the complaint basis Ticket Number:
A customer can raise a complaint through email, chat and voice
- Customers can raise a ticket at Submit a ticket
- Customers will receive an email acknowledgement on their Registered Email ID, with the Ticket number for the complaint registered
- Customers will receive the status of their tickets in their registered email ID
Voice
022 - 41792999
022 - 69042299
022 - 71309999
- Advisor will provide immediate verbal solution, where applicable
- In case the above is not possible, the Advisor will raise a Ticket for the Customer’s issue
- Customers will receive an email acknowledgement on their Registered Email ID, with the Ticket no. for the complaint registered
- Customers will receive the status of their tickets in their registered email ID
Chat
Customers can chat with Upstox
Chat with us 24x7
- Advisor will provide immediate chat solution, where applicable
- In case the above is not possible, the Advisor will raise a Ticket for the Customer’s issue
- Customers will receive an email acknowledgement on their Registered Email ID, with the Ticket no. for the complaint registered
- Customers will receive the status of their tickets in their registered email ID
In absence of response/complaint not addressed to your satisfaction, you may lodge a complaint with score or Exchange at NSE, BSE, MCX or Depository at CDSL or ODR portal for Investors at Smart ODR. Please quote your Service Ticket/Complaint Ref No. while raising your complaint at SEBI SCORES/Exchange portal or at Depository.