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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.

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):

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.

All Trading Days – 8 am to 5 pm

ii. Names and contact details of all Key Managerial Personnel including the Compliance Officer:

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

Email

  1. Customers can raise a ticket at Submit a ticket
  2. Customers will receive an email acknowledgement on their Registered Email ID, with the Ticket number for the complaint registered
  3. Customers will receive the status of their tickets in their registered email ID

Voice

contact no

022 - 41792999

contact no

022 - 69042299

contact no

022 - 71309999

  1. Advisor will provide immediate verbal solution, where applicable
  2. In case the above is not possible, the Advisor will raise a Ticket for the Customer’s issue
  3. Customers will receive an email acknowledgement on their Registered Email ID, with the Ticket no. for the complaint registered
  4. Customers will receive the status of their tickets in their registered email ID

Chat

Customers can chat with Upstox

chat with us

Chat with us 24x7

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  1. Advisor will provide immediate chat solution, where applicable
  2. In case the above is not possible, the Advisor will raise a Ticket for the Customer’s issue
  3. Customers will receive an email acknowledgement on their Registered Email ID, with the Ticket no. for the complaint registered
  4. 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.

iv. Details of Authorized Persons

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.