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Escalation matrix & KMP.

Designated contact points by level for grievance redressal, plus Key Managerial Personnel per Companies Act §2(51). Quote your communication reference at every level.

ReferenceNSE/COMP/56350 Annexure B
SEBI SLA21 calendar days
Last reviewed01-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 matters, use the dedicated DP Customer Care line.

L1
Customer CareBroking matters
Hitesh Gosalia
Phone+91 22 6917 5202
Emailbackoffice@dealdepot.in
Address904, P J Towers, Dalal Street, Fort, Mumbai 400001
L1
Customer CareDepository matters
Ajay Lad
Phone+91 22 6917 5203
Emailnsdl@dealdepot.in
Address904, P J Towers, Dalal Street, Fort, Mumbai 400001
L2
Head of Customer CareFirst escalation
Santosh Solkar
Phone+91 22 6917 5202
Emailbackoffice@dealdepot.in
Address904, P J Towers, Dalal Street, Fort, Mumbai 400001
L3
Compliance OfficerSecond escalation · KMP
Arjun Shah
Phone+91 22 6917 5201 / +91 98692 70808
Emailcompliance@dealdepot.in
Address904, P J Towers, Dalal Street, Fort, Mumbai 400001
L4
CEO / Principal OfficerFinal escalation · KMP
Piyush Shah
Phone+91 22 6917 5225 / +91 90043 16358
Emailcustomer.service@dealdepot.in
Address904, P J Towers, Dalal Street, Fort, Mumbai 400001
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 Key Managerial Personnel including the designated Compliance Officer, as required under SEBI / NSE Annexure A.

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).

Quote your reference
04

External escalation

Still unresolved? File with the relevant Exchange (NSE/BSE), SCORES 2.0 (SEBI), NSDL, or via SMARTODR.

See below ↓
External escalation paths

If we can't resolve it.

If your complaint remains unresolved after 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 SEBI SCORES 2.0.

  • Identity — Full name, PAN, registered address
  • Contact — Mobile and email (used for OTP and status updates)
  • Account — DealDepot client / UCC code; DP ID and BO ID for depository complaints
  • Reference — DealDepot complaint reference from internal L1–L4 escalation
  • Subject — Concise description with dates and amounts; supporting docs (contract notes, ledger statements, screenshots)

Filing on SCORES 2.0 requires a one-time registration. Two-level review (Designated Body / Exchange first, then SEBI) with SMS / email tracking. If unresolved, 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 →
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 — Read the full study.