Redressal Policy

Grievance Redressal Policy

Objective

Providing excellent service on a regular and consistent basis is very important for the organization's sustained growth. Stox Elite believes that quick and effective handling of complaints as well as prompt corrective & preventive actions and processes are essential for providing our services.

This policy document is to enable to put in place an effective and suitable mechanism for receiving and addressing complaints from investors with specific emphasis on resolving such complaints fairly and expeditiously. Objective of this policy document is to ensure that issues raised by investors are dealt with courtesy and are resolved on time.

• The Company will treat all the complaints efficiently and fairly without any bias.
• Definitions:
  • Investors: Shall mean an individual, investor in securities or would be investing in securities of an entity related to any of the transactions undertaken by Stox Elite.
  • Complaint or Grievance: Is an expression of dissatisfaction made by the Investor related to the services of Victory Terminal Financial Services and/or its Client including in respect of any of the transactions undertaken by Stox Elite in its capacity as an Investor. This needs to be differentiated from general feedback or pre-due date inquiries.
  • Client / Customer: Shall mean client/customer of Victory Terminal Financial Services.
  • Redressal: Defined as a process or action resulting in giving a solution to the problem faced by an Investor.

Guiding Principles

1. Transparency: The Investor will be provided with clear information regarding the channels to convey and resolve their issues. If a resolution requires additional time, the status will be communicated directly to the Investor.
2. Accessibility: The Company enables Investors to communicate complaints and access redressal services across multiple accessible channels.
3. Escalation: Clear information on escalation pathways to higher authority levels if the Investor is not satisfied with the primary resolution provided.

Registration of Complaints

Investors can register their complaints through multiple official channels:

SEBI Complaints Redress System (SCORES): SEBI maintains SCORES, a web-based centralized grievance redressal portal. Investors can lodge grievances/complaints directly through SCORES to track resolution status online. Physical complaints submitted to any SEBI office are also uploaded onto SCORES for processing.

E-Mail & Communication: Investors can log complaints or escalate grievances via email to support@stoxelite.com.

Resolution of Complaints & Response Timelines

Primary responsibility rests with the Compliance Officer to resolve complaints in coordination with relevant departments (Operations, Accounts, Legal, Compliance, etc.). Unresolved issues are escalated directly to Senior Management. All complaints received are systematically logged and tracked internally.

General Turnaround Time (TAT) for response:

• Allotment / Refund Related: 20–30 working days
• Legal Notices: 15–30 working days
• Cases Involving Third Party: 20–30 working days
• Fraud Related: 25–30 working days
• All Other Cases: 20–30 working days
• SCORES Related: As specified by the regulator from time to time

*Note: The above TAT may vary depending on the nature and complexity of the complaint.

Details of Designation