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Grievance Redressal
We take every client concern seriously. This page sets out how to raise a grievance with us, how it will be handled, and the regulatory channels available to you if you remain unsatisfied.
Our Commitment
Fair, Transparent, Client-First Approach
As a SEBI registered mutual fund distributor with ARN 210268, Activwealth, a registered trade mark of Anvasaan Investment Services LLP maintains a structured, time-bound process for receiving, recording, and resolving client grievances fairly and transparently.
Escalation Hierarchy
If you have a concern, work through the levels below in order. Most issues are resolved at Level 1.
LEVEL 1 • YOUR RELATIONSHIP TEAM
Raise it with your relationship manager
Contact your relationship manager directly by phone, email, or in person. Most queries, misunderstandings or any miscommunications are resolved at this stage within a few working days. TAT for resolution is 5 business days.
LEVEL 2 • INTERNAL GRIEVANCE HANDLING
Escalate to the INTERNAL TEAM
If Level 1 does not resolve the matter, or if the grievance concerns conduct, fees, or documentation, write to our designated officer. We acknowledge every written complaint and aim to resolve it within 21 calendar days. Please raise your grievance via an email with subject line saying “GRIEVANCE – TOPIC”
Email: saurav.sengupta@activwealth.com
Phone: +91-7004895105
LEVEL 3 • SEBI SCORES
Lodge a complaint on SCORES
If your grievance remains unresolved after 21 days, or you are unsatisfied with our response, you may approach SEBI directly through its SEBI Complaints Redress System (SCORES) — a centralised online platform for investors in the securities market.
Portal: scores.sebi.gov.in
Helpline: 1800 22 7575 / 1800 266 7575
21 days
Standard turnaround for a written complaint to be resolved or formally responded to.
2 levels
Internal review stages before a matter is eligible for SCORES escalation.
1 year
Window from the cause of grievance within which a SCORES complaint can be lodged.
Frequently asked
Answered plainly
What counts as a valid grievance?
Any specific, unresolved dissatisfaction with a transaction, fees charged, documentation, or the conduct of our team. General questions, product education requests, or one-off clarifications are treated as service queries, not grievances, unless they go unanswered.
How do I raise a complaint about my portfolio's performance?
Underperformance relative to your own return expectations is not, by itself, a regulatory grievance. However, if you believe your portfolio was mis-sold, misaligned with your stated risk profilewithout proper disclosure, this is a valid complaint and should be raised as per the levels indicated above.
Can I complain about fees or charges I was not clearly informed of?
Yes. If a charge appears that was not disclosed or explained, raise it with your relationship manager first; if unresolved, escalate in writing to internal team with the relevant statement or invoice.
What information should I include when I file a complaint?
Your client/folio number, the date and nature of the transaction or service request in question, a clear description of the issue, and any supporting documents (statements, emails, screenshots). This helps us investigate and respond faster.
How long will it take to resolve my complaint?
Contact your relationship manager directly by phone, email, or in person. Most queries, misunderstandings or any miscommunications are resolved at this stage within a few working days. TAT for resolution is 5 business days.
We acknowledge complaints promptly and aim to resolve them within 21 calendar days at level 2, in line with SEBI’s SCORES 2.0 timelines. Complex matters involving third parties such as custodians or AMCs may take longer; we will keep you informed of progress.
What if I'm not satisfied with Activwealth's response?
You can escalate internally to our management team. If the matter still remains unresolved, you are free to lodge a complaint on SEBI’s SCORES portal, and subsequently pursue SEBI’s Online Dispute Resolution (ODR) mechanism for mediation or arbitration.
Is there a cost to filing a complaint with SEBI SCORES?
No. Lodging a complaint on SCORES is free of cost for investors. It can be filed online through the portal or the SCORES mobile app.
How is my complaint kept confidential?
All grievances are handled by our internal team a need-to-know basis. Details are not shared outside the individuals directly involved in investigating and resolving your complaint, except where disclosure is required by SEBI or applicable law.
Will raising a grievance affect my relationship with my relationship manager?
No. Every client has the right to raise concerns without any impact on the quality of servicethey receive. We treat all complaints with courtesy and without bias.