Purpose
The purpose of this policy is to ensure that all clients of Hum Fauji Financial Services Pvt Ltd are treated fairly and with respect and that any grievances they may have are addressed in a timely and efficient manner.
Scope
This policy applies to all the direct clients of Hum Fauji Financial Services Pvt Ltd, regardless of the type of account they have or the services they use.
Procedure
Clients who have a grievance should first contact their Relationship Manager. The Relationship Manager will investigate the matter and attempt to resolve it to the client’s satisfaction. If the client is not satisfied with the resolution, they may escalate the grievance to the next level of management.
The escalation process is as follows:
Level 1: Assistant Manager Team Dhruv – The grievance is first reported to the manager of the employee who is responsible for the matter. The manager will investigate the grievance and attempt to resolve it precisely.
Level 2: Deputy Manager – If the grievance cannot be resolved at Level 1, it is escalated to the next level of management. The grievance will be investigated and resolved by a manager at this level.
Level 3: CEO (Chief Executive Officer) – If the grievance does not get resolved at Level 2, it is escalated to the CEO. The CEO will review the grievance and make a final decision.
| Level of Management | Name | Contact Details | ||
| Level 1 | Assistant Manager | Ms. Kritika Saini | teamdhruv@humfauji.in | 98188 00191 |
| Level 2 | Deputy Manager | Ms Heena Kainth | dmbusinessops@humfauji.in | 93112 18127 |
| Level 3 | CEO (Chief Executive Officer) | Col Sanjeev Govila (retd) | sgovila@humfauji.in | 9999 022 033 |
Recording of Grievances
All grievances will be recorded in a confidential database. This database will be used to track the progress of each grievance and to identify any trends or patterns.
Resolution of Grievances
Hum Fauji Financial Services Pvt Ltd is committed to resolving all grievances in a timely and efficient manner. The company will strive to resolve all grievances maximum within 30 days of receipt. However, in some cases, it may take longer to resolve a grievance, depending on the complexity of the issue. The company will keep the client informed of the status of their grievance throughout the process.
Client Feedback
Clients are encouraged to provide feedback on the grievance redressal process. This feedback will be used to improve the process and to ensure that it is fair and effective.
Contact Information
For any inquiries regarding this policy, you can reach us by email at advisory@humfauji.in or by phone at 88265 78111.
The company is committed to providing its clients with a fair and efficient grievance redressal process. This policy outlines the procedures for handling grievances with the aim to ensure that all grievances are investigated and resolved in a timely, efficient and amicable manner.
If not satisfied with the response of the investment adviser you can lodge your grievances with SEBI at https://scores.sebi.gov.in/ or you may also write to any of the offices of SEBI. For any queries, feedback or assistance, please contact SEBI Office on Toll Free Helpline at 1800 22 7575 / 1800 266 7575.
You can also download the SEBI SCORE app on your mobile to lodge your grievance with SEBI at https://play.google.com/store/apps/developer?id=SEBI+SCORES
If you are not satisfied by the resolution to your complaint received through SCORE Portal, you may apply for Online Dispute Resolution at https://smartodr.in/login
