Grievance Redressal Policy

1. Introduction

At Futurewell Fintech Private Limited ("NiveshPe"), we are committed to providing excellent service to our investors. However, we understand that concerns or complaints may arise. This Grievance Redressal Policy outlines the process for addressing and resolving investor grievances in a fair, transparent, and timely manner.

This policy is in compliance with SEBI circulars SEBI/HO/IMD/IMD-II CIS/P/CIR/2021/0686 and SEBI/HO/MIRSD/MIRSD-PoD/P/CIR/2025/80.

2. Grievance Officer Details

Our Grievance Officer is authorized to handle all investor complaints and ensure timely resolution.

3. How to File a Complaint

You can file a complaint through any of the following channels:

A. Email

Send your complaint to: jazaib@niveshpe.com

Include the following details:

• Your full name and PAN
• Registered mobile number and email
• Detailed description of the complaint
• Transaction ID or reference number (if applicable)
• Supporting documents or screenshots
• Expected resolution

B. Phone

Call our Grievance Officer at: +91-8871702482

Available: Monday to Saturday, 9:00 AM - 6:00 PM IST

C. WhatsApp

Send your complaint via WhatsApp to: +91-9203355033

D. In-App

Use the "Help & Support" section in the NiveshPe mobile app to submit a complaint directly.

E. Written Letter

Send a written complaint to:

Grievance Officer
Futurewell Fintech Private Limited
410, Acme Plaza, Andheri Kurla Road,
Andheri East, Mumbai - 400093

4. Types of Complaints

We handle various types of complaints, including but not limited to:

A. Transaction-Related

• Failed or pending transactions
• Incorrect debit or credit amounts
• SIP/redemption processing delays
• NAV application errors
• Instant redemption failures

B. Account-Related

• KYC verification issues
• Bank account linking problems
• Login or access issues
• Account suspension or deactivation
• Nominee or joint holder updates

C. Service Quality

• Delayed customer support responses
• Misinformation or miscommunication
• Platform downtime or technical glitches
• Unresponsive support channels

D. Charges & Fees

• Incorrect fee deductions
• Exit load disputes
• Unexplained charges

E. Privacy & Data Security

• Unauthorized access to account
• Data privacy concerns
• Suspected fraud or phishing

F. Referral Program

• Incentive payout delays
• Referral tracking issues
• Program terms disputes

5. Resolution Process

Our grievance resolution process follows these steps:

Step 1: Complaint Registration

Upon receipt, your complaint is registered in our system and assigned a unique complaint ID. You will receive an acknowledgment via email/SMS within 24 hours.

Step 2: Investigation

Our team investigates the complaint by:

• Reviewing transaction records and system logs
• Coordinating with relevant departments (operations, tech, finance)
• Liaising with third parties (AMCs, RTAs, banks) if required
• Verifying all facts and circumstances

Step 3: Resolution & Communication

Based on the investigation, we will:

• Provide a detailed resolution or explanation
• Take corrective action if an error occurred
• Process refunds or adjustments if applicable
• Communicate the outcome via email/phone/WhatsApp

Step 4: Closure

Once you confirm satisfaction with the resolution, the complaint is marked as closed. If you're not satisfied, you may escalate as per the Escalation Matrix below.

6. Resolution Timeline

In complex cases involving third-party coordination, resolution may take longer. We will keep you informed of progress and expected timelines.

Complaint Status Tracking

You can track your complaint status by:

• Contacting the Grievance Officer via email/phone
• Checking the "My Complaints" section in the NiveshPe app
• Referring to your complaint ID in all communications

7. Escalation Matrix

If your complaint is not resolved satisfactorily within the specified timeline, you may escalate as follows:

Level 1: Grievance Officer

Contact: Mr. Jazaib Nomani
Email: jazaib@niveshpe.com
Phone: +91-8871702482
Timeline: 30 days

Level 2: SEBI SCORES (If Unresolved)

If your complaint remains unresolved after 30 days, or you're not satisfied with the resolution, you may lodge a complaint with SEBI through their Complaint Redress System (SCORES).

SEBI SCORES Website: https://scores.gov.in

Level 3: AMFI (Association of Mutual Funds in India)

For distributor-specific grievances, you may also escalate to AMFI.

AMFI Website: https://www.amfiindia.com
AMFI Grievance Email: complaints@amfiindia.com

8. SEBI SCORES (Complaint Redress System)

SEBI SCORES is a centralized web-based complaint redressal system maintained by SEBI for investors to lodge and track complaints against listed companies, intermediaries, and market participants.

How to File a Complaint on SEBI SCORES

1. Visit https://scores.gov.in
2. Register as an investor (if not already registered)
3. Login using your credentials
4. Select "Lodge a Complaint"
5. Choose "Mutual Fund Distributor" as the entity type
6. Select "Futurewell Fintech Private Limited"
7. Provide complaint details and supporting documents
8. Submit the complaint
9. Track complaint status using the complaint reference number

What Happens After Filing on SCORES?

• SEBI forwards the complaint to NiveshPe
• NiveshPe is required to respond within 21 days
• You can view our response on the SCORES portal
• SEBI monitors the resolution process

9. AMFI Escalation

The Association of Mutual Funds in India (AMFI) also provides a grievance redressal mechanism for complaints against mutual fund distributors.

AMFI Contact Details

Website: https://www.amfiindia.com
Email: complaints@amfiindia.com
Phone: +91-22-2717 4029
Address: AMFI, 7th Floor, Mafatlal Centre, Nariman Point, Mumbai - 400021

When to Approach AMFI

• If you're not satisfied with NiveshPe's resolution
• For complaints related to distributor conduct or ethics
• For systemic issues affecting multiple investors

10. Investor Rights & Charter

As per SEBI guidelines, all investors have the following rights:

Your Rights as an Investor

• Right to Information: Access to all scheme-related documents and portfolio disclosures
• Right to Fair Treatment: Equal and non-discriminatory treatment
• Right to Suitability: Products and services aligned with your risk profile
• Right to Grievance Redressal: Timely and fair resolution of complaints
• Right to Privacy: Protection of personal and financial data
• Right to Transparency: Clear disclosure of fees, charges, and risks

Investor Charter

NiveshPe has adopted an Investor Charter as mandated by SEBI circulars. The complete Investor Charter is available on our platform and outlines:

• Investor rights and responsibilities
• Service standards and timelines
• Grievance redressal procedures
• Do's and Don'ts for investors

View Full Investor Charter

11. Grievance Prevention

We continuously strive to prevent grievances through:

Proactive Measures

• Clear Communication: Transparent disclosure of terms, fees, and processes
• User Education: FAQs, tutorials, and investment guides
• System Reliability: Regular maintenance and uptime monitoring
• Staff Training: Ongoing training for customer support teams
• Feedback Mechanisms: Regular surveys and user feedback collection

Continuous Improvement

We analyze complaint trends to identify and address systemic issues, improve processes, and enhance user experience.

Investor Education

Before filing a complaint, we recommend:

• Reviewing our FAQ section for common queries
• Contacting customer support at support@niveshpe.com
• Checking transaction status in the app before raising a complaint