Grievance Redressal Process
At EquityPro (By RGX Research), we recognize that exceptional investor service is fundamental to building long-term trust and ensuring sustainable business growth. As a firm operating under a Direct-to-Investor model, we place strong emphasis on addressing investor concerns with speed, transparency, and professionalism.
This policy outlines our structured grievance redressal framework, designed to promptly resolve queries and feedbacks while continuously enhancing the quality of service across all touchpoints. Investor feedback is a vital channel for improvement, and all grievances are reviewed through a formal escalation and monitoring mechanism to prevent recurrence and strengthen our service delivery.
The Grievance Redressal policy follows the following principles:
- Investors will always be treated with fairness, respect, and integrity.
- All investor concerns will be acknowledged promptly and addressed with professionalism and empathy.
- We are committed to handling investor queries and complaints in an effective, transparent, and timely manner.
The Investment Advisor and its team are committed to acting in the best interests of investors at all times, upholding principles of good faith and impartiality.
A dedicated Client Servicing Team ensures timely and transparent communication with all clients. The team is trained to handle service concerns proactively, with a focus on resolution and relationship building. They remain open to feedback and committed to offering practical alternatives where needed. The Compliance / Grievance Officer, Mr. Brijesh Unadkat (rgxcompliance@gmail.com), oversees this function to ensure client satisfaction and accountability.
Grievance Redressal Mechanism
Client queries or complaints may stem from misunderstandings or perceived gaps in service quality. Such issues may arise from insufficient communication, unclear explanations, or unmet expectations—often resulting from limitations in available resources or the manner in which services are delivered by the team.
- Clients can raise their queries or complaints via email, phone, or in writing. Please reach out to our Compliance / Grievance Officer, Mr. Brijesh Unadkat, at compliance@equitypro.co.in or call +91 78620 95870.
- All complaints will be acknowledged within 2 working days. A detailed Action Taken Report (ATR) will be provided within 21 calendar days, including any preventive steps taken for recurring issues.
- Further escalation can be made to our Principal Officer, Mr. Ritesh R. Gokani, via email at ritesh.gokani@equitypro.co.in or call +91 70217 09639.
- If you are still not satisfied with the response, you may lodge your grievance with SEBI on the SCORES platform: https://scores.sebi.gov.in or via the SCORES App. For assistance, contact SEBI at 1800 22 7575 / 1800 266 7575.
- If the issue remains unresolved, you may initiate dispute resolution through the Online Dispute Resolution (ODR) Portal at https://smartodr.in/login, as per SEBI Circular SEBI/HO/OIAE/OIAE_IAD-1/P/CIR/2023/131 dated July 31, 2023.
Alternatively, the Client may choose to initiate dispute resolution directly through the ODR Portal if their grievance with the Investment Advisor remains unresolved, or at any stage during the escalation process outlined above. Disputes may be referred to the ODR Portal provided they are not already being reviewed under the SCORES framework or do not fall within its purview.