1. Grievance Officer
Clients with a complaint regarding any service provided by EquityWallet may contact the Grievance Officer first.
2. Escalation Ladder
If your grievance is not resolved at Level 1 within the published SLA, you may escalate as follows:
Grievance Officer
Write to grievance@equitywallet.in with a description of the issue, your registered email, and any relevant transaction references.
Principal Officer
If unresolved after 7 working days, escalate to the Principal Officer at principal.officer@equitywallet.in.
SEBI SCORES Portal
If still unresolved, lodge your complaint on SEBI's complaint redressal system: scores.sebi.gov.in. You may also call SEBI's toll-free helpline at 1800-266-7575.
3. Service-Level Commitments
| Metric | Commitment |
|---|---|
| Acknowledgement of complaint | Within 24 hours |
| Initial response with investigation plan | Within 7 working days |
| Final resolution | Within 30 calendar days |
| Escalation to Principal Officer | If unresolved after 7 working days |
| Closure confirmation to client | Sent in writing via registered email |
4. What to Include in Your Complaint
- Your full name and registered email address
- A clear description of the issue and when it occurred
- Relevant transaction IDs, basket names, or broker references
- Screenshots or supporting documents, if applicable
- Your preferred resolution, where relevant
5. Regulatory Reference
EquityWallet operates as a SEBI-Registered Investment Adviser. Our SEBI Registration No.: INH000XXXXXX (Application pending).
This grievance redressal policy is maintained in accordance with SEBI (Investment Advisers) Regulations, 2013 and applicable SEBI circulars on investor grievance handling.