Grievance Redressal Mechanism
Our commitment to addressing your concerns promptly and transparently.
A client's queries or complaints may arise from a lack of understanding or a deficiency in the service experienced. Deficiency of service may include a lack of explanation, clarification, or understanding, which can lead to shortfalls in the expected delivery standards, either due to the inadequacy of available facilities or the attitude of our staff.
Clients can seek clarification for their queries and are entitled to file a complaint in writing, orally, or by telephone.
Level 1: Initial Contact
An email may be sent to our Client Servicing Team. We aim to provide a response within 10 business days.
Alternatively, a letter may be written with the query/complaint and posted to the address below:
Genofin Labs Pvt Ltd
Awfis Lodha i-Think, 1st Floor, A Wing, Lodha, I Think Techno Campus, Pokharan Rd No. 2, off Eastern Express Highway, Chirak Nagar, Thane West, Thane, Maharashtra 400607
Level 2: Escalation
If you do not receive a satisfactory response within 10 business days of contacting our Client Servicing Team, you can escalate the matter by writing to our compliance officer. You can expect a reply within 10 business days.
Level 3: SEBI & Online Dispute Resolution (ODR)
In case you are not satisfied with our response, you can lodge your grievance with SEBI at https://scores.sebi.gov.in/. SCORES can also be accessed through its mobile application.
Furthermore, your attention is drawn to the SEBI circular no. SEBI/HO/OIAE/OIAE_IAD-1/P/CIR/2023/131 dated July 31, 2023, on "Online Resolution of Disputes in the Indian Securities Market". A common Online Dispute Resolution Portal ("ODR Portal") has been established to harness conciliation and online arbitration for resolving disputes.
If you are unsatisfied with the resolution, the ODR Portal can be accessed via the following link: https://smartodr.in/.