Grievance Escalation Matrix
Our commitment to resolving your concerns efficiently and transparently
(Monday to Friday - Working hours: 9:30 AM to 6:00 PM)
NextGen Registry Escalation Matrix
Three-tier grievance redressal system ensuring timely resolution of all investor concerns
First Escalation
Ravi Ranjan Kumar
Head of Customer Care
For initial grievances and general inquiries. Our customer care team will address your concerns promptly.
Escalate to Level 1Second Escalation
Shivansh Bansal
Compliance Officer
If your concern is not resolved at Level 1 within the specified time, please escalate to our Compliance Officer.
Escalate to Level 2Third Escalation
Shaivi Bansal
Chief Executive Officer
For matters requiring executive attention after Level 2 escalation. Reserved for critical unresolved issues.
Escalate to Level 3Types of Grievances
Common issues that can be addressed through our escalation matrix
• Issues related to demat/remat of securities
• Non-receipt of dividend/interest/redemption
• Non-receipt of annual reports
• Transfer/Transmission of securities
• Change of address/bank details
• Nomination related queries
• Duplicate share certificates
• ISIN related queries
Important Guidelines
Please ensure you follow these steps for effective grievance resolution
- 1Start with Level 1 escalation and allow the specified response time before escalating further
- 2Include your Folio Number/DP ID/Client ID in all communications for quick reference
- 3Attach relevant documents and previous correspondence (if any) when escalating
- 4Quote the complaint reference number while escalating to a higher level
- 5Response times are calculated in business hours (9:30 AM to 6:00 PM, Mon-Fri)
SEBI SCORES Platform
If your grievance is not resolved through our internal escalation matrix, you may lodge your complaint on SEBI's SCORES (SEBI Complaint Redress System) portal.
Visit SEBI SCORESSmart ODR Portal: smartodr.in
Need Immediate Assistance?
Our team is here to help you with any concerns or queries