Grievance Redressal - Annexure D

We believe that Investor service is a vital element for sustained business growth, and we want to ensure that our Investors receive exemplary service across different touch points. Prompt and efficient service is essential for retaining existing relationships and therefore Investor satisfaction becomes critical to us, especially since we follow the Direct‐to‐Investor model. Investor queries and complaints constitute an important voice of Investor, and this policy details grievance handling through a structured grievance redressal framework. Grievance redressal is supported by a review mechanism, to minimize the recurrence of similar issues in future.

The Grievance Redressal policy follows the following principles:

  • Investors will be always treated fairly
  • Complaints raised by Investors will be dealt with courtesy and in a timely manner
  • Queries and Complaints will be treated efficiently and fairly.

The Investment advisor and employees work in good faith and without prejudice, towards the interests of the Investors.

  • Our clients can seek clarification to their query and are further entitled to make a complaint in writing, orally or telephonically. An email may be sent to the Client Servicing Team on support@aurionadvisors.in. Alternatively, the Investor may call on +91 9819692053 and register their complaint.
  • A letter may also be written with their query/complaint and posted at the below mentioned address:
    • Aurion Advisors
      One International Centre 8th Floor,
      C/o. Awfis Space Solutions Pvt Ltd.
      Tower1,  Senapati Bapat Marg, Prabhadevi,
      Mumbai, Maharashtra 400013
  • Clients can write to the Investment Adviser at aarti@aurionadvisors.in if the Investor does not receive a response within 10 business days of writing to the Client Servicing Team. The client can expect a reply within 10 business days of approaching the Investment Advisor.
  • In case you are not satisfied with our response you can lodge your grievance with SEBI at https://scores.sebi.gov.in/ or you may also write to any of the offices of SEBI. SCORES may be accessed thorough SCORES mobile application as well, same can be downloaded from below link:
             https://play.google.com/store/apps/details?id=com.ionicframework.sebi236330
  1. ODR Portal could be accessed, if unsatisfied with the response. Your attention is drawn to the SEBI circular no. SEBI/HO/OIAE/OIAE_IAD-1/P/CIR/2023/131 dated July 31, 2023, on “Online Resolution of Disputes in the Indian Securities Market”.
  2. A common Online Dispute Resolution Portal (“ODR Portal”) which harnesses conciliation and online arbitration for resolution of disputes arising in the Indian Securities Market has been established. ODR Portal can be accessed via the following link – https://smartodr.in/

GRIEVANCE REDRESSAL/ESCALATION MATRIX

 

Details of
designation

Contact
Person
Name

physical
address
location

Contact No.

Email-Id

Working hours
when complainant
can call

Customer Care

n/a

n/a

n/a

n/a

n/a

Head of
Customer Care

n/a

n/a

n/a

n/a

n/a

Compliance
Officer

n/a

n/a

n/a

n/a

n/a

CEO

n/a

n/a

n/a

n/a

n/a

Principal Officer

Aarti Mohan

One International Centre

8th Floor, Tower One,

Senapati Bapat Marg, Lower Parel,

Mumbai – 400013

Maharashtra

9819692053

aarti@aurionadvisors.in

10.00 am – 05.00 pm

(Mon – Fri)