Legal & Regulatory
Grievance Redressal Policy
We believe the hallmark of a credible broker is not claiming zero complaints, but publishing a clear, enforceable, and externally accountable resolution process when things go wrong.
As per SEBI Grievance Framework · Version 1.0 · Status: Published
1. Resolution Philosophy
At Trade Grow, an inquiry or problem is categorized systematically:
- Service Query: Clarifications regarding charges, app features, or onboarding guidance.
- Formal Grievance: Any formal expression of dissatisfaction regarding unauthorized trades, disputed charges, delayed payouts, or compliance breaches.
All formal grievances are assigned a unique tracking number, logged into our central audit system, and monitored against SEBI-mandated resolution deadlines.
2. Four-Level Escalation Matrix
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1
Level 1 — Customer Support
Contact: Information to be verified · Response time: Information to be verified
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2
Level 2 — Head of Customer Service
Contact: Information to be verified · Response time: Information to be verified
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3
Level 3 — Compliance Officer
Contact: Information to be verified · Response time: Information to be verified
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4
Level 4 — Exchange / SEBI SCORES
Contact: https://scores.sebi.gov.in · Response time: Information to be verified
The last step in this ladder is deliberately outside Trade Grow. If we fail to resolve your complaint, the exchange and SEBI’s SCORES portal are open to you regardless of what we say.
3. External Avenues: SEBI SCORES & SMART ODR
If you are dissatisfied with our internal resolution, you do not need our permission to escalate externally. The following statutory mechanisms are independently available:
SEBI SCORES Portal (SEBI Complaints Redress System)
SEBI provides an online grievance filing platform. You can lodge complaints directly against any registered intermediary:
Visit SEBI SCORES (scores.sebi.gov.in) →
Toll-Free SEBI Investor Helpline: 1800 22 7575 / 1800 266 7575
SMART ODR Portal (Securities Market Approach for Resolution Through ODR)
SEBI has established an online dispute resolution mechanism facilitating independent conciliation and arbitration for securities market disputes:
4. Regulatory Turnaround Times (TAT)
- Acknowledgment: Within 24 hours of ticket receipt.
- Internal Resolution (L1 / L2): Within 7 to 15 calendar days.
- Compliance Desk (L3): Maximum 30 calendar days as per SEBI regulations.
- Exchange / SCORES Escalation: Managed under relevant regulatory timeframes.
5. Monthly Grievance Data Disclosure
In compliance with SEBI Master Circulars, Trade Grow publishes its monthly grievance trend data detailing complaints received from clients, complaints resolved, and complaints pending beyond 30 days:
| Category | Carried Forward | Received (Current Month) | Resolved | Pending > 30 Days |
|---|---|---|---|---|
| Direct from Investors | 0 | 0 | 0 | 0 |
| SEBI (SCORES) | 0 | 0 | 0 | 0 |
| Stock Exchanges | 0 | 0 | 0 | 0 |
Figures reflect the pre-launch state and are updated on the 7th of every calendar month.