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The policy emphasizes fairness, transparency, standardization, and compliance with IFSCA guidance. It defines a grievance registration and acknowledgment process, categorization, investigation by the Complaint Redressal Officer, resolution within a specified timeline, escalation pathways, and documentation, along with communication, training, monitoring, and regulatory adherence.",{"@graph":63,"@context":118},[64,80,101],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":51,"@type":70,"position":76},"https://docshare.wps.com/template/general/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/complaint-and-grievance-redressal-policy-policy/307206/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/complaint-and-grievance-redressal-policy-policy/307206.png","ImageObject",442,249,{"name":88,"@type":89},"Gloria","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-09-21","2026-09-19",true,{"@type":98,"interactionType":99,"userInteractionCount":9},"InteractionCounter",{"@type":100},"ViewAction",{"@type":102,"mainEntity":103},"FAQPage",[104,110,114],{"name":105,"@type":106,"acceptedAnswer":107},"Who is responsible for handling grievances under the policy?","Question",{"text":108,"@type":109},"The Compliance officer is designated as the Complaint Redressal Officer (CRO) responsible for handling and resolving grievances, with oversight from the Board of Directors.","Answer",{"name":111,"@type":106,"acceptedAnswer":112},"How soon will a grievance be acknowledged after registration?",{"text":113,"@type":109},"An acknowledgment is sent to the complainant within a specified timeframe, usually within 3 working days after receipt.",{"name":115,"@type":106,"acceptedAnswer":116},"What happens if the complainant is not satisfied with the resolution?",{"text":117,"@type":109},"The complainant can escalate the matter to the Principal Officer, who acts as the Complaint Redressal Appellate Officer (CRAO), through a defined hierarchy of escalation levels.","https://schema.org",{"og:url":78,"og:type":120,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":122,"canonical":78},"index,follow",{"doc_id":124,"site_id":56},307206,1789845556,{"code":4,"msg":5,"data":127},{"doc_id":124,"user_id":128,"nickname":88,"user_avatar":129,"doc_module":9,"category_id":50,"category_name":51,"doc_title":59,"doc_description":61,"doc_content":130,"file_id":131,"file_url":132,"file_type":133,"file_size":134,"view_count":73,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":135,"language":136,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":137,"faqs":138,"seo_title":139,"seo_description":61,"update_tm":125,"read_time":79},2336474459895,"https://ap-avatar.wpscdn.com/avatar/22000baeef7a5ed0655?x-image-process=image/resize,m_fixed,w_180,h_180&k=1786071322749376916","Neo Asset Management Private Limited  \n(IFSC BRANCH )  \nGRIEVANCE REDRESSAL POLICY  \n\n| INDEX |  |\n| --- | --- |\n| Sr No. | Name of the Topic |\n| 1 | Introduction |\n| 2 | Grievance Redressal Mechanism |\n| 3 | Grievance Handling Procedure |\n| 4 | Timelines for Resolution |\n| 5 | Communication and Documentation |\n| 6 | Training and Awareness |\n| 7 | Monitoring and Review |\n| 8 | Compliance and Regulatory Requirements |\n| 9 | Appendices |\n\nEXECUTIVE SUMMARY  \nThis section provides an overview of the Grievances Redressal Policy, highlighting the organization’s commitment to resolving grievances efficiently and in compliance with IFSCA guidelines.  \nThis Grievance Redressal Policy aims to provide a structured and efficient process for addressing complaints and grievances from stakeholders, including customers, investors, and other entities engaged in financial activities within the organization. The policy ensures transparency, fairness, and timely resolution of grievances to uphold the integrity and trust in the financial ecosystem of organization.  \n1. INTRODUCTION  \nPurpose  \nThe purpose of this Grievance Redressal Policy is to provide a structured and effective mechanism for addressing complaints and grievances from various stakeholders, including investors, clients, and other parties. The key objectives of the policy include:  \nEnsuring Fairness and Transparency: Establishing a clear, transparent, and fair process for handling grievances to build trust among stakeholders.  \nTimely Resolution: Ensuring prompt and efficient resolution of complaints to enhance stakeholder satisfaction and confidence in the financial system.  \nStandardization: Providing a standardized framework for addressing grievances to ensure consistency and reliability in the redressal process.  \nCompliance: Ensuring compliance with regulatory requirements and maintaining high standards of governance and accountability.  \nFeedback and Improvement: Utilizing feedback from grievances to identify areas for improvement and implementing necessary changes to enhance the overall service quality and operational efficiency.  \nProtection of Stakeholder Interests: Safeguarding the interests of stakeholders by addressing their concerns and providing appropriate remedies or solutions.  \nMaintaining Integrity: Upholding the integrity of the financial system by addressing and resolving grievances related to financial products, services, and market conduct.  \nThe policy aims to foster a conducive environment for financial activities by ensuring that grievances are handled in a manner that promotes trust, transparency, and accountability.  \nScope: This policy applies to all grievances received by Neo Asset Management Private Limited – IFSC Branch (FME)  \nGovernance Structure: The organizational structure for grievance Redressal, including the roles of the Board of Directorsand Compliance officer of the organization.  \nBoard of Directors:  \n• The board oversees the grievance redressal mechanism to ensure it operates effectively and aligns with regulatory guidelines.  \n• They review periodic reports on grievances and their resolutions to maintain oversight.  \nCompliance Officer (CO):  \n• The Compliance officer is designated as the Complaint Redressal Officer (CRO) who shall be the designated official responsible for handling and resolving grievances.  \n• The CO is a senior-level officer with adequate experience and authority to address complaints effectively. The Board of Directors and Compliance officer of the organization will emphasize a customer-centric approach, transparency, and accountability in the grievance redressal process to ensure fair and timely resolution of complaints.  \n2. GRIEVANCE REDRESSAL MECHANISM  \nThe grievance redressal mechanism as per the Grievance Redressal Policy of the international Financial Services Centres Authority (IFSCA) is designed to ensure that grievances raised by stakeholders are addressed promptly, transparently, and efficiently. Here a","cbCaiqC52ESNpdm6","https://ap.wps.com/l/cbCaiqC52ESNpdm6","pdf",601517,10,"English","# Introduction\n# Grievance Redressal Mechanism\n## Grievance Registration\n## Acknowledgment\n## Grievance Categorization\n## Investigation and Resolution\n## Escalation Mechanism\n## Feedback and Follow-up\n# Grievance Handling Procedure\n# Timelines for Resolution\n# Communication and Documentation\n# Training and Awareness\n# Monitoring and Review\n# Compliance and Regulatory Requirements\n# Appendices","[{\"question\":\"Who is responsible for handling grievances under the policy?\",\"answer\":\"The Compliance officer is designated as the Complaint Redressal Officer (CRO) responsible for handling and resolving grievances, with oversight from the Board of Directors.\"},{\"question\":\"How soon will a grievance be acknowledged after registration?\",\"answer\":\"An acknowledgment is sent to the complainant within a specified timeframe, usually within 3 working days after receipt.\"},{\"question\":\"What happens if the complainant is not satisfied with the resolution?\",\"answer\":\"The complainant can escalate the matter to the Principal Officer, who acts as the Complaint Redressal Appellate Officer (CRAO), through a defined hierarchy of escalation levels.\"}]","Complaint and Grievance Redressal Policy - Policy | PDF"]