If something has gone wrong, here is exactly who to write to, what to expect, and how to escalate it if our answer does not satisfy you.
Home Grievance Redressal
Most complaints are resolved at the first step. Please write to us before going anywhere else — it is almost always the fastest route, and we would rather fix something ourselves than read about it later.
Each step has its own timeline. You do not have to wait for a step to expire before moving on if you have received a final response you are not satisfied with.
Write to gaurav@crestforgewealth.net or call +91 89207 81690. Please include your name, mobile number, folio number where there is one, and what you would like done. We acknowledge every complaint within three working days and aim to resolve it within fifteen days.
If the response does not resolve the matter, write to the designated grievance officer, Col Gaurav Srivastav (Retd), Director, at the same email address marking the subject line “Escalation”. We will respond within a further fifteen days.
Where the complaint concerns a transaction, a folio or a scheme, the asset management company or its registrar is the entity that can correct it. Every AMC publishes an investor relations officer and a grievance email on its website, and we will help you address the complaint to the right person.
If you remain dissatisfied, or if you receive no response, you may lodge the complaint on SEBI's SCORES portal at scores.sebi.gov.in. The entity is required to respond within 21 calendar days. If you are not satisfied with that response you may seek a review within 15 days of receiving it.
Where the complaint is still unresolved after the SCORES process, you may initiate online dispute resolution through the SMART ODR portal at smartodr.in. The portal takes the matter through conciliation and, if that does not settle it, arbitration.
A distributor can correct anything to do with service, documentation, execution and communication. What a distributor cannot do is change the outcome of a market linked investment.
A scheme that has fallen in value has not, on that fact alone, done anything wrong. Mutual fund investments are subject to market risks, and no distributor, adviser or regulator can restore a loss caused by market movement.
