Grievances and feedback - tell us what you think
We value your feedback and concerns. They help us to stay in touch with your needs and improve our service at every possible opportunity. If you have been pleased with our service, let us know as it gives us the opportunity to recognize good service by our staff. The following are the various avenues for you as an investor to contact / write to us, depending on your convenience:
If you would like to give feedback (complaint, compliment or suggestion) about our service, you can reach us:
Mailing address:
HSBC Asset Management (India) Pvt. Ltd.
9-11 Floors, NESCO IT Park, Building no. 3,
Western Express Highway, Goregaon (East), Mumbai – 400 063.
Call:
If you have any Portfolio Management Services (PMS) queries, comments or would like to know more about our offerings, please call us on 022-66145000 and request for the call to be transferred to PMS Operations.
E-mail:
If you have any Portfolio Management Services (PMS) specific questions or comments, mail us on hsbcpms@hsbc.co.in. We shall revert to you at the earliest.
Redressal of investor grievances
If you have any concerns or not satisfied with our services, you can lodge a complaint about the same directly with us via aforesaid communication channels.
In case you are not satisfied with the resolution provided by us, you can lodge your complaint with SEBI through SEBI Complaints Redress System (SCORES), link of which is provided below:
SCORES website: https://www.scores.gov.in
Brief overview of the SCORES is provided below:
SEBI Scores Platform: SEBI has launched a centralised web based complaints redress system (SCORES), which enables investors to lodge and follow up their complaints and track the status of redressal of such complaints. SCORES is a web based centralised system to capture investor complaints against listed companies and registered intermediaries and is available 24x7. It was introduced by SEBI to facilitate redressal of investor grievances in a speedy manner. All the activities starting from lodging of a complaint till its disposal by SEBI would be carried online in an automated environment and the status of every complaint can be viewed online at any time.
Investors who wish to lodge a complaint on SCORES are required to register themselves by filling the necessary details as required in the registration form available at https://www.scores.gov.in by clicking on "Register here". Upon successful registration, a unique user id and a password shall be communicated to the investor through an acknowledgement email / SMS, post which investor can use login credentials for lodging complaint on SCORES ("Login for registered user" section). The complainant may use SCORES to submit the grievance directly to the Portfolio Manager for resolution. The Portfolio Manager will redress the grievance within 30 days, failing which the complaint shall be registered in SCORES.
The investor may lodge a complaint on SCORES within three years from the date of cause of complaint, where:
(i) the investor has approached the Portfolio Manager for redressal of the complaint and the Portfolio Manager rejected the complaint; or
(ii) The complainant did not receive any communication from the Portfolio Manager; or
(iii) The complainant is not satisfied with the reply given to him or redressal action taken by the Portfolio Manager.
Online Dispute Resolution Portal (ODR Portal):
Pursuant to SEBI Circular no. SEBI/HO/OIAE/OIAE_IAD-1/P/ CIR/2023/131 dated July 31, 2023 read with SEBI Circular no. SEBI/HO/OIAE/OIAE_IAD-1/P/ CIR/2023/135 dated August 04, 2023, common Online Dispute Resolution (‘ODR’) Portal has been established in order to harnesses online conciliation and online arbitration for resolution of disputes arising in the Indian Securities Market.
Initiation of the dispute resolution process
- An investor/client shall first take up his/her/their grievance with the Market Participant by lodging a complaint directly with the concerned Market Participant. If the grievance is not redressed satisfactorily, the investor/client may, in accordance with the SCORES guidelines, escalate the same through the SCORES Portal in accordance with the process laid out therein. After exhausting all available options for resolution of the grievance, if the investor/client is still not satisfied with the outcome, he/she/they can initiate dispute resolution through the ODR Portal.
- Alternatively, the investor/client can initiate dispute resolution through the ODR Portal if the grievance lodged with the concerned Market Participant was not satisfactorily resolved or at any stage of the subsequent escalations mentioned in the paragraph 11 above (prior to or at the end of such escalation/s). The concerned Market Participant may also initiate dispute resolution through the ODR Portal after having given due notice of at least 15 calendar days to the investor/client for resolution of the dispute which has not been satisfactorily resolved between them.
- The dispute resolution through the ODR Portal can be initiated when the complaint/dispute is not under consideration in terms of the above paragraphs or SCOREs guidelines as applicable or not pending before any arbitral process, court, tribunal or consumer forum or are non-arbitrable in terms of Indian law.
- The dispute resolution through the ODR Portal can be initiated when within the applicable law of limitation (reckoned from the date when the issue arose/occurred that has resulted in the complaint/date of the last transaction or the date of disputed transaction, whichever is later).
The link to ODR Portal for grievance redressal is https://smartodr.in
For more details on ODR, refer following links:
