Grievance Redressal Policy
Last updated: May 1, 2024
We are committed to providing excellent service and addressing any concerns promptly.
1. Grievance Officer
In compliance with SEBI regulations, we have appointed a Grievance Officer to address any complaints or grievances. The Grievance Officer can be reached at support@optionbrains.com or +91 90908 36969.
2. Filing a Grievance
Grievances can be filed through: (a) Our online Complaints form, (b) Email to support@optionbrains.com, (c) Written letter to our registered office, (d) Phone call during business hours. Please include your registered email, order details, and a clear description of the issue.
3. Response Timeline
We acknowledge receipt of all grievances within 24 hours. Our team will investigate and provide a resolution within 15 business days. Complex cases may require additional time, and we will keep you informed of progress.
4. Escalation Process
If you are not satisfied with the initial resolution: Level 1 - Contact our support team at support@optionbrains.com. Level 2 - Escalate to the Grievance Officer. Level 3 - Escalate to SEBI through SCORES portal.
5. SEBI SCORES
If your grievance is not resolved within 30 days or you are unsatisfied with our resolution, you may escalate to SEBI through the SCORES portal at scores.sebi.gov.in. SEBI SCORES is a centralized web-based complaints redress system.
6. Documentation
We maintain records of all grievances and their resolutions for a minimum of 5 years as required by SEBI regulations. You may request copies of communications related to your grievance.
7. Fair Treatment
We are committed to treating all clients fairly and addressing grievances impartially. Our grievance redressal mechanism is designed to be accessible, responsive, and equitable.
8. Contact Details
Grievance Officer: Mr. Avisekh Ghosh, Email: support@optionbrains.com, Phone: +91 90908 36969, Address: Office No 306, 3rd floor, Regency Landmark Building, Ulhasnagar, Thane 421002, Maharashtra, India. Office Hours: 9:00 am to 6:00 pm (Mon – Fri) (IST).