Grievance
Customer grievance handling process and escalation
Our clients can reach us through e-mail, WhatsApp, direct phone call to dedicated number(s) and our website to register their complaints. Depending upon the nature of the compliant (financial or non-financial), we log in the details in our EOD reconciliation report. The EoD reconciliation report has provision for escalation to the relationship managers if it remains unaddressed by the operation and service desk.
This report is reviewed on a weekly basis to attend to the long standing complain, if any. Depending upon our internal TAT to solve the complaint, if the issue is found to be beyond our scope, we escalated it to the fund house or the RTS in question. Once it is escalated to either the fund house or the RTA, we follow-up with them to close the issue and revert to the client on the status.
The timelines are as follows:
- Non-financial transactions - 3 working days
- Financial transactions - 3 working days
Escalation:
First level - operation & service desk (attending the clients, briefing the concerned relationship manager and liaise with the operations and service desk of the mutual fund and RTAs)
Clients can register their complaints with:
mfd@investaffairs.com(through website only)
WhatsApp -09123694453
Board number (in-bound only) : 033 3544 6286
Second level - Relationship managers
Final level - Partner's desk