How are investor complaints handled on SEBI's Scores website?

It was seen that investors frequently lodged complaint on SCORES without actually taking the matter up with the concerned company/ intermediary. In view of the same, from August 01, 2018, complaints will be handled as follows:-

A. At the time of lodging of complaint, the investor is asked “Have you lodged a complaint with the concerned intermediary / listed company for redressal of your complaint?”

B. If the investor selects the option “No”:

    a. The complaint will be routed directly to the concerned entity. Since this is the first time the issue will be raised with the concerned entity, such “Direct complaints” will be addressed by the concerned entity and the response will come to the investor without any interference of SEBI officials.

    b. The concerned entity is required to send a response to the investor directly within 30 days.

    c. If the concerned entity fails to send a response within 30 days to the investor, then the complaint will be routed to SEBI automatically. Thereafter, the complaint will have a new SCORES registration number.

    d. In case the investor is dissatisfied with the redressal of the complaint, the investor has to indicate the same against the complaint and then the complaint will come to SEBI. If the investor does not indicate the same within 15 days of receipt of reply from the company, it will be assumed that the investor is satisfied with the redressal and the complaint will be closed.

C. If the investor selects the option “Yes”

    a) The complainant has to provide the date of taking up the complaint and also the address where the communication was last made.

    b) The complaint will be routed to SEBI.

When the complaint comes to SEBI, the complaint is examined and its decided whether the subject matter falls under the purview of SEBI and whether it needs to be referred to concerned entity. After examination, SEBI forwards the complaint to the concerned entity with an advice to send a written reply to the investor and file an action taken report in SCORES.

Source : This answer is sourced from SEBI's SCORES portal.