Regulatory
Grievance Redressal
How to raise a complaint with CompoundX, how to escalate it, the timelines we work to, and the regulatory channels available for each product.
Draft pending legal review. Details shown in [brackets] are still to be confirmed.
In short
- Start with our support team. If you’re not satisfied, escalate to our Grievance Officer, then our Principal or Compliance Officer.
- We acknowledge complaints within [X] business days and aim to resolve them within [Y] days.
- If a complaint is about a partner’s platform or a product, we help you raise it with them.
- Regulatory channels — SEBI SCORES, RBI, IRDAI, PFRDA — are available for products they regulate.
Who handles your complaint
Our grievance officer’s name and contact details will be published here once confirmed. Until then, raise your complaint through our contact page and it will be logged and escalated.
Our commitment
If something has gone wrong, we want to know, and we want to fix it. Every complaint is logged, given a reference number, acknowledged, and handled by someone with the authority to resolve it. We will tell you what we are doing and by when.
How to raise a complaint
Write to us with your name, the email or phone number linked to your enquiry or account, a short description of the issue, and any reference numbers or screenshots. Signed-in users can also raise a request from Account → Support. Please don't include passwords, OTPs, full PAN or bank details.
Escalation matrix
| Level | Who | Contact | Response time |
|---|---|---|---|
| 1 | Customer support | [support@…] · [Phone] | Acknowledge within [X] business days; resolve within [Y] days |
| 2 | Grievance Officer | See “Who handles your complaint” at the top of this page | Respond within [Z] days of escalation |
| 3 | Principal Officer / Compliance Officer | See “Who handles your complaint” at the top of this page | Respond within [Z] days of escalation |
Escalate to the next level if you haven't had a response within the stated time, or if you aren't satisfied with the response. Our office address: [Registered office].
Complaints about a partner or a product
Where a complaint concerns a transaction, KYC or onboarding on a partner's platform, or a product itself — a fund, deposit, bond or policy — we will help you raise it with the partner or provider and follow it up with you. Their own grievance processes and timelines also apply.
Regulatory channels
If your complaint isn't resolved to your satisfaction, the following channels are available for the products they regulate. Which of them apply depends on the product and on the registrations listed on our Disclosures page.
Mutual funds and other securities — SEBI. Complaints can be lodged on SEBI's SCORES platform (scores.sebi.gov.in) after first approaching the entity concerned. Under SCORES, the entity has 21 days to resolve the complaint, and you can seek a review if you are not satisfied. Disputes with securities market intermediaries can also be taken to online dispute resolution through the SMART ODR portal (smartodr.in).
Bank and NBFC deposits — RBI. If a bank or NBFC does not reply within 30 days of your written complaint, or you are not satisfied with its reply, you can complain under the Reserve Bank – Integrated Ombudsman Scheme through the RBI's complaint management system (cms.rbi.org.in).
Insurance — IRDAI. Complain first to the insurer's grievance officer. If unresolved, you can escalate through IRDAI's Bima Bharosa portal (bimabharosa.irdai.gov.in) or approach the Insurance Ombudsman.
NPS — PFRDA. Complaints can be raised through the grievance system of the NPS central recordkeeping agencies, with escalation to PFRDA.
Personal data — Data Protection Board of India. For complaints about how we handle personal data, contact our Grievance Officer first, as described in our Privacy Policy. If unresolved, you may approach the Data Protection Board of India as provided under the Digital Personal Data Protection Act, 2023.
Timelines and procedures are set by each regulator and may change; please check the regulator's website for the current process.
Registration and officer details
Our registration details and the contact details of our Grievance and Compliance Officers are listed below.
Our details
Registration details will be listed here once confirmed.