Answer SCORES complaints from the underlying transaction records

Compare each direct, SCORES or escalated complaint with the mandate, instructions, contract notes, unit records and client communications. The grievance officer can approve an evidence-based reply and remedy within the deadline, correct the source record and avoid ODR conciliation or arbitration.

Starts when

An investor complaint is received directly (email, letter, branch, grievance ID)
A complaint is routed to the entity on SCORES
An investor seeks Designated Body or SEBI review of a SCORES reply
An investor starts a dispute on SMART ODR

People in the process

IInvestor GrievancesProcess Owner
OOperationsParticipating Team
CComplianceParticipating Team
LLegalParticipating Team

The process is a starting point. The standards are yours.

Configure for the SEBI registration, exchange membership and business activity. Broker, fund, portfolio-manager and investment-adviser requirements are separate.

Keep the work connected.

Compliance

Reconcile client funds and cover any shortfall the same day

Compare client money at the bank, clearing member and clearing corporation with client credit balances, and trace every break to a timing difference, wrong allocation or misuse. Finance can fund any shortfall the same day it is found while Compliance reports it and closes the break with evidence.

Margin Operations

Report client margin only as actually collected

Reconcile each client's collateral and collection records with the margin file and the clearing corporation's rejection or shortfall report, and classify every difference. Margin Operations can submit corrected files before the cut-off and avoid both short-collection penalties and false reporting.

RCC

Brokerage Operations

Repay failed client payouts to the right account

Join the client's payout request, running-account balance, bank payment and return reference to find whether the account or the amount went wrong. Brokerage Operations can re-pay correctly from the designated client bank account, update the ledger and tell the client what settled.

Explore all Capital markets processes.

Order for the work. Room for the people.