Grievance redressal and dispute settlement mechanism
In the event the Client has any grievance regarding the service standards or reporting agreed upon by the Portfolio Manager, the Client should contact the Customer Services Team at Banyan Tree Advisors via email at customerservice@banyantreeadvisors.com or by phone at 91 80 46428500. The Customer Services Team will acknowledge the receipt of the email within 2 working days. Within 21 calendar days from the date of receipt of the complaint, the Customer Services Team will respond to the Client with an Action Taken Report (ATR) outlining the actions taken and, if applicable, the measures implemented to prevent recurrence of the grievance.
If the Client is not satisfied with the ATR, they should escalate the issue to the Director in charge of the Customer Services Team, Vishal Thakkar, at vishal.thakkar@banyantreeadvisors.com or by phone at +91 22 25677280. The same acknowledgment and response timelines as those for the Customer Services Team apply to the Director.
Should the Client remain unsatisfied with the resolution provided by either the Customer Services Team or the Director, they may contact the Principal Officer at principalofficer@banyantreeadvisors.com or by phone at 91 80 46428500.
If the Client does not receive a satisfactory response from the Portfolio Manager, they may approach SEBI to address complaints against Portfolio Managers registered with SEBI. Complaints should be filed in the SEBI Complaints Redress System (SCORES) at https://scores.sebi.gov.in.
After exhausting all aforementioned resolution options, if the Client is still unsatisfied, they can initiate dispute resolution through the Online Dispute Resolution (ODR) Portal at https://smartodr.in/login. Alternatively, the Client can directly initiate dispute resolution through the ODR Portal if the grievance lodged with the Portfolio Manager is not satisfactorily resolved at any stage of the subsequent escalations mentioned above.
Dispute resolution through the ODR Portal can be initiated provided the complaint/dispute is not under consideration in SCORES guidelines, not pending before any arbitral process, court, tribunal, or consumer forum, or is non-arbitrable in terms of Indian law.