Grievance Redressal

"Grievance Redressal" covers the receipt and processing of complaints from users of Upmarket.

Overview

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 touchpoints.
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 the future.

 

The Grievance Redressal policy follows the following principles:

  •  Investors will be treated fairly at all times

  • 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.

Grievance Redressal Mechanism

Client queries/complaints may arise due to a lack of understanding or a deficiency of service experienced by clients. Deficiency of service may include lack of explanation, clarifications, understanding which escalates into shortfalls in the expected delivery standards, either due to the inadequacy of facilities available or through the attitude of staff
towards client.

 

1. clients can seek clarification to their query and are further entitled to make a complaint in writing. An email may be sent to the Research Analyst Support team at support@upmarket.freshdesk.com.

 

2. If the Investor does not receive a response within 10 business days of writing to the Support Team then the client can write to the Research Analyst at info@upmarketindia.com. The client can expect a reply within 15 business days of approaching the Research Analyst.

3. In case you are not satisfied with our response you can lodge your grievance with SEBI at http://scores.gov.in or you may also write to any of the offices of SEBI. For any queries, feedback, or assistance, please contact the SEBI office on the toll-free helpline at 1800 22 7575/ 1800 266 7575.