Grievance Redressal

1. Raise it with us first

Most issues are resolved fastest by our own team. You can reach us through any of these:

• Email: hello@sifpe.com
• Phone: +91 94141 57130 (Monday to Saturday, 10 AM to 7 PM)
• The contact form on the Contact page, or the chat assistant, both of which create a support ticket with a reference number
• From your dashboard, using the service request option under Loans

2. Our timelines

• Acknowledgement with a ticket reference: within 1 working day
• First substantive response: within 3 working days
• Resolution: within 15 working days for most matters; 30 days where a third party (AMC, registrar, insurer, lender) must act
• If we need longer we will tell you why and give a revised date

3. Escalation within SIFPE

If you are not satisfied with the response, escalate to our Grievance Officer: [NAME], hello@sifpe.com, +91 94141 57130, quoting your ticket reference. The Grievance Officer will review and respond within 10 working days.

4. Mutual fund complaints

Complaints about a specific scheme, transaction, allotment or redemption can be raised with the AMC's investor service desk or its registrar (CAMS or KFintech). If unresolved, lodge a complaint on SEBI SCORES at scores.sebi.gov.in or through the SEBI toll free helpline 1800 266 7575. Complaints about a distributor may also be sent to AMFI at amfiindia.com.

SEBI's Online Dispute Resolution portal (smartodr.in) is available for disputes with market participants after SCORES.

5. Insurance complaints

Raise the matter with the insurer's grievance cell first. If unresolved within 15 days, or you are not satisfied, use IRDAI's Bima Bharosa portal (bimabharosa.irdai.gov.in) or call 155255. You can also approach the Insurance Ombudsman for your region for claims up to the prescribed limit.

6. Loan complaints

Complaints about a sanctioned or disbursed loan should go to the lender's grievance officer. If unresolved within 30 days, use the RBI Integrated Ombudsman Scheme at cms.rbi.org.in.

7. Data protection complaints

For privacy or data requests write to the Grievance Officer above. If unresolved you may approach the Data Protection Board of India.

8. What to include

To help us resolve things quickly, include:

• your registered email or mobile number
• the ticket reference if you already have one
• folio, policy or application number where relevant
• a short description of what happened and what outcome you want