This section applies to all complaints and grievances received from Direct Access clients i.e. client who have opened a Direct Access account i.e NSEIX account with INDmoney Global (IFSC) Private Limited (“INDmoney Global).
Level 1
If a Client has any grievances/complaints, the Client can send an email to Complaint Redressal team at escalation@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 grievance@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: crao@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 - Direct Access