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Escalation Matrix & Key Managerial Personnel.

Designated contacts for service requests, complaints, and unresolved grievances. Published in the format prescribed by SEBI / NSE / BSE / NSDL.

Applicable to Stock-broking & depository services
Resolution timeline 21 calendar days (SEBI Charter 2025)
Last updated 01-May-2026
Escalation Matrix

Designated escalation path.

Service requests start at Level 1 (Customer Care). If a complaint is not resolved within the SEBI-prescribed 21 calendar days, escalate sequentially to the next level. For depository-related matters, use the dedicated DP Customer Care line.

Level Designated role Name Address Contact Email
L1 Customer CareBroking matters Hitesh Gosalia 904, P J Towers, Dalal Street, Fort, Mumbai 400001 +91 22 6917 5202
L1 Customer CareDepository matters Ajay Lad 904, P J Towers, Dalal Street, Fort, Mumbai 400001 +91 22 6917 5203
L2 Head of Customer CareFirst escalation Santosh Solkar 904, P J Towers, Dalal Street, Fort, Mumbai 400001 +91 22 6917 5202
L3 Compliance OfficerSecond escalation · KMP Arjun Shah 904, P J Towers, Dalal Street, Fort, Mumbai 400001 +91 22 6917 5201 +91 98692 70808
L4 CEO / Principal OfficerFinal escalation · KMP Piyush Shah 904, P J Towers, Dalal Street, Fort, Mumbai 400001 +91 22 6917 5225 +91 90043 16358
Designated investor-grievance email
For all complaints related to broking or depository operations:
complaints@dealdepot.in
Key Managerial Personnel

KMP per Companies Act §2(51).

Names and contact details of all Key Managerial Personnel including the designated Compliance Officer, as required under SEBI / NSE Annexure A.

Sr. Name Designation Mobile Email
1 Piyush Shah CEO / Principal OfficerKMP +91 90043 16358
2 Arjun Shah Compliance OfficerKMP +91 98692 70808
How escalation works

Step-by-step procedure.

Each level has a defined SLA per SEBI / Exchange circulars. Always quote your communication reference when escalating.

01
Raise with Customer Care
Email or call Level 1. You'll receive a communication reference and an acknowledgement.
Ack. ≤ 24 hrs
02
Wait for resolution
We'll work on it and respond. The SEBI-prescribed timeline for full resolution is 21 calendar days from receipt.
SLA · 21 days
03
Escalate internally
Not resolved or not satisfied? Escalate to the Compliance Officer (L3), then to the CEO (L4) using the contacts above.
Quote your reference
04
External escalation
Still unresolved? File with the relevant Exchange (NSE/BSE), SCORES 2.0 (SEBI), NSDL, or via SMARTODR for online dispute resolution.
See below ↓
External escalation paths

If we can't resolve it.

If your complaint remains unresolved after the internal escalation, you may approach any of the following authorities directly. Always quote your DealDepot complaint reference number.

Before filing externally — keep these handy
Mandatory details for filing on SEBI SCORES 2.0.
  • Identity Full name, PAN, registered address
  • Contact Mobile number and e-mail ID (used for OTP and status updates)
  • Account DealDepot client / UCC code; DP ID and BO ID for depository complaints
  • Reference DealDepot complaint reference number from the internal L1–L4 escalation
  • Subject Concise description of the issue with dates and amounts; supporting documents such as contract notes, ledger statements, or screenshots

Filing on SCORES 2.0 requires a one-time registration on the portal. The portal provides effective communication, two-level review (Designated Body / Exchange first, then SEBI), and tracking with SMS / e-mail updates on resolution status. If the matter remains unresolved after SCORES, you may proceed to SMARTODR for online conciliation (within 21 days) or arbitration (within 30 days).

Regulator
SCORES 2.0
SEBI's centralised online grievance redressal system. Two-level review (Designated body / Exchange, then SEBI).
Open SCORES portal → Online Dispute Resolution
SMARTODR
Online conciliation (21 days) and arbitration (30 days). Available if you're not satisfied with the resolution.
Open SMARTODR → Stock Exchange
NSE Investor Helpline
For complaints relating to NSE-segment trades. Resolution timelines are governed by Exchange GRC procedures.
NICE Plus portal → Stock Exchange
BSE Investor Complaint
For complaints relating to BSE-segment trades. The BSE complaints portal accepts online filings.
BSE complaint portal → Depository
NSDL Complaint
For complaints relating to depository / demat services and not the broking activity.
NSDL e-Pass portal →
Attention investors · Issued in the interest of investors
  1. Stock brokers can accept securities as margin from clients only by way of pledge in the depository system with effect from 01-Sep-2020.
  2. Update your e-mail and mobile number with your stock broker / depository participant and receive OTP directly from the depository on your e-mail or mobile to create a pledge.
  3. Check your securities, mutual-fund units, and bonds in the Consolidated Account Statement issued by NSDL every month.
  4. No need to issue cheques while subscribing to an IPO. Just write the bank-account number and sign in the application form to authorise your bank to make the payment in case of allotment (ASBA) — the money remains in your account until allotment.
  5. Prevent unauthorised transactions in your account. Update your mobile number / e-mail ID with your stock broker and depository participant. Receive information on transactions directly from the Exchange and depository on your mobile / e-mail at the end of the day.
  6. KYC is a one-time exercise when dealing in securities markets. Once KYC is done through any SEBI-registered intermediary (broker, DP, mutual fund, etc.), you need not undergo the same process again with another intermediary.
  7. DealDepot does not give stock tips and has not authorised anyone to trade on behalf of clients. If anyone claims to be from DealDepot and offers such services, please report it to compliance@dealdepot.in.
Risk disclosure on derivatives

9 out of 10 individual traders in equity F&O segment incurred net losses. On average, loss-makers registered net trading loss close to ₹50,000. Over and above the trading losses, loss-makers spent an additional 28% of the loss as transaction cost. Even those making net trading profits incurred between 15% and 50% of such profits as transaction costs.

Source: SEBI study dated 25-Jan-2023 — Analysis of Profit and Loss of Individual Traders in EQ/F&O Segment, FY 2021-22.