Grievance Redressal / Escalation Matrix
In case of any grievance / complaint in respect of research services provided by ISFCAP Strategic Advisors LLP, an investor may follow the escalation matrix below. We endeavour to redress every grievance immediately, and in any case not later than 21 days of its receipt.
| Level | Designation & contact person | Address / Contact details | Working hours | Timeline for response |
|---|---|---|---|---|
| Level 1 | Customer Care / Grievance Officer Abhinav Mehra |
8 Silver Oaks Avenue, DLF Phase 1, Gurugram, Haryana – 122002 Email: abhinav@isfcap.com Tel: +91 98334 32545 |
Mon–Fri, 10:00 to 18:00 IST | Within 7 business days of receipt of the grievance |
| Level 2 | Compliance Officer Abhinav Mehra |
8 Silver Oaks Avenue, DLF Phase 1, Gurugram, Haryana – 122002 Email: compliance@isfcap.com Tel: +91 98334 32545 |
Mon–Fri, 10:00 to 18:00 IST | If Level 1 response is not received within 7 business days or is unsatisfactory — response within 7 business days of escalation |
| Level 3 | Principal Officer / Designated Partner Abhinav Mehra |
8 Silver Oaks Avenue, DLF Phase 1, Gurugram, Haryana – 122002 Email: abhinav@isfcap.com Tel: +91 98334 32545 |
Mon–Fri, 10:00 to 18:00 IST | If Level 2 response is unsatisfactory — final internal resolution not later than 21 days from original receipt of the grievance |
If not satisfied with our response
- SEBI SCORES: lodge your grievance with SEBI on the SCORES 2.0 platform at https://scores.sebi.gov.in. Complaints against Research Analysts undergo a two-level review — first by the designated body (RAASB, i.e. BSE Limited) and second by SEBI. You may also write to any of the offices of SEBI. For queries, feedback or assistance, contact SEBI on toll-free helpline 1800 22 7575 / 1800 266 7575.
- Online Dispute Resolution (ODR): if the grievance is not redressed satisfactorily, you may initiate online conciliation and/or arbitration through the Smart ODR portal at https://smartodr.in.
- Physical complaints: Office of Investor Assistance and Education, Securities and Exchange Board of India, SEBI Bhavan, Plot No. C4-A, ‘G’ Block, Bandra-Kurla Complex, Bandra (E), Mumbai – 400 051.
Corresponding SEBI regional office for our jurisdiction: SEBI Northern Regional Office (NRO), NBCC Complex, Office Tower-1, 8th Floor, Plate B, East Kidwai Nagar, New Delhi – 110023.