Grievance Redressal Policy
To enable the Client to invest in US Stocks, the Client can open an account with regulated US brokers such as DriveWealth LLC and Alpaca Securities LLC through a connect on INDmoney application. This service is provided by the Global access unit of INDmoney Global (IFSC) Private Limited
We have formulated an escalation matrix for Clients’ US Stocks a/c’s to ensure that Clients’ concerns are routed and addressed by the right team. Clients are requested to read and understand the below escalation matrix to ensure timely redressal of your concern.
Level 1
If a Client has any grievances/complaints, the Client can send an email to Complaint Redressal team at escalationusstocks@indmoneyglobal.com
Accepted complaints are acknowledged in writing within 3 working days of receipt.
If not accepted, the complainant is informed within 5 working days with valid reasons.
Level 2
If the Client’s issue is unresolved after a period of 6 (six) working days from the date of first raising the issue at Level 1 or if the Client is not satisfied with the response provided at Level 1, the Client may, post completion of a 6 (six) business days period from the date of first raising the issue at Level 1, can send email to Complaint Redressal Officer at grievanceusstocks@indmoneyglobal.com
Address: Complaint Redressal Officer, Unit No. GA-02, Seat No. 1-4, Ground Floor, Pragya AcceleratorBlock-15 T, Road 11, Zone-1, Processing Area, GIFT SEZ, Gift City, Gandhi Nagar, Gandhinagar, Gujarat, India, 382355
Processing of Complaints
Complaints are handled impartially and professionally by the CRO or an alternate designated officer in case of conflict of interest. Additional information may be requested from complainants for effective resolution.
Complaints are resolved within 15 days of acceptance. In exceptional cases, resolution may take up to 30 days.
Complaint Closure
Resolution: Detailed reasoning is provided for resolved or rejected complaints.
Communication: Complainants are informed of their right to appeal if dissatisfied with the outcome.
Level 3: Appeal Mechanism
Filing an Appeal
Dissatisfied complainants can file an appeal with the Complaint Redressal Appellate Officer, Mrinal Ranjan, within 21 days of receiving the CRO’s decision.
Email id of CRAO: craousstocks@indmoneyglobal.com
Address for written communication: Complaint Redressal Appellate Officer, Unit No. GA-02, Seat No. 1-4, Ground Floor, Pragya AcceleratorBlock-15 T, Road 11, Zone-1, Processing Area, GIFT SEZ, Gift City, Gandhi Nagar, Gandhinagar, Gujarat, India, 382355
Resolution of Appeals
The CRAO evaluates and resolves appeals impartially within 30 days.
For more details, refer to Complaint Handling and Grievance Redressal - Global Access
Additionally, If your US stocks a/c is with Alpaca LLC, please write to: support@alpaca.markets
If your US Stocks a/c is with DriveWealth LLC, please write to: support@drivewealth.com