Grievance and Timelines
A consistent process for receiving, tracking, resolving and closing customer queries, requests and complaints — with clearly defined timelines at every stage.
This page sets out our Standard Operating Procedure for Customer Complaint Handling, so that you know exactly how your matter will be recorded, who will act on it, and by when you can expect a resolution.
01 Objective
To establish a standardized, efficient and transparent mechanism for receiving, acknowledging, resolving and tracking customer queries, requests and complaints while maintaining high standards of customer service and compliance.
02 Scope
This SOP applies to all inbound customer queries, complaints and requests received through the organization’s physical and digital customer-contact channels. Each inbound matter is classified as a Financial Transaction, Non-Financial Transaction (NFT), or General Query / Complaint, and is recorded through the applicable control process.
03 Roles & Responsibilities
Who does what at each stage of your request.
Customer Service Support Department
Coordinates the end-to-end ticket lifecycle, maintains records, follows up with internal and external stakeholders, and communicates the resolution.
Customer Service Officer
Oversees the complaint-handling process, monitors Turnaround Times (TAT), manages escalations and ensures timely customer updates.
Relevant Internal Team / AMC / RTA
Investigates assigned matters, provides the required response or action, and supports resolution within the applicable TAT.
04 Query & Complaint Channels
Customer queries, requests and complaints may be received through any of the following approved channels.
Walk-in
In-person enquiry or complaint received at the office / reception.
Phone Call
Request received through an official customer-support telephone number.
Message received through the organization’s approved WhatsApp contact.
Message received at the designated customer-support email address.
Web Form
Submission received through the official website or mobile application form.
05 Query Classification & Record Route
Every matter is classified first, which decides where it is recorded.
Financial Transactions
Processed and recorded under the applicable pre-designed SOP, including the Risk Profile-Based Scheme Proposal SOP or the Transaction Execution SOP, as relevant.
Non-Financial Transactions (NFTs)
An entry is created in the dedicated NFT log. The NFT start date is recorded, progress and action details are updated throughout processing, and the final closure date is entered on completion.
General Queries / Complaints
For walk-in customers, the matter is maintained in the physical register. Matters received through phone call, WhatsApp, email or web form are maintained in the designated Excel sheet / digital log.
06 Customer Handling Process
Every matter follows the same controlled workflow, irrespective of the channel through which it is received.
-
1
Receive, classify and record
Capture the customer’s name and contact details, date and time, channel, nature of the query, request or complaint, relevant transaction / account reference, and supporting information. Classify the matter as a Financial Transaction, NFT, or General Query / Complaint; record it in the applicable register, log or SOP-controlled record; and assign a Unique Ticket Number where applicable.
Customer Service Support Department -
2
Acknowledge and assign TAT
Confirm receipt to the customer, share the Unique Ticket Number, summarize the matter recorded and communicate the expected resolution time using the standard TAT matrix below.
Customer Service Support Department -
3
Route for action
Determine whether the matter can be resolved internally or requires coordination with an AMC or RTA. Forward complete information to the responsible team without avoidable delay and continue updating the applicable record trail.
Customer Service Officer / Support Department -
4
Investigate and follow up
Track progress, obtain clarifications and document all actions. If customer information is required, request it clearly. If the original TAT cannot be met, proactively advise the customer of the reason and provide a revised timeline.
Assigned Internal Team / AMC / RTA -
5
Resolve and communicate
Provide the customer with a clear final response or completed action, including any next steps or supporting reference where relevant.
Customer Service Support Department -
6
Close and retain records
Mark the ticket as Closed only after the resolution has been communicated. Update the database with the outcome, closure date and evidence of communication, and retain records in accordance with applicable requirements.
Customer Service Officer
07 Turnaround Time (TAT) Matrix
Expected resolution timelines by nature of the matter.
| Nature of Query / Complaint | Expected TAT |
|---|---|
| Standard queries and general requests | Within 24 hours |
| Issues requiring AMC coordination | Within 5 days |
| Issues requiring RTA coordination | Maximum 15 days |
TAT starts from the time the query or complaint is logged with sufficient information to begin action. Any revised timeline must be documented and communicated proactively.
08 Escalation & Customer Communication
- Delay risk: Any case that is likely to exceed the applicable TAT is escalated to the Customer Service Officer before the deadline.
- Customer dependency: Pending information is recorded and the customer is notified precisely what is required to continue processing.
- Status updates: Communication is kept courteous, accurate and free from unsupported commitments. The date, channel and summary of each update is recorded.
09 Record Maintenance & Audit Trail
- Financial Transactions: Records are maintained through the applicable pre-designed Risk Profile-Based Scheme Proposal SOP or Transaction Execution SOP, as relevant to the request.
- Non-Financial Transactions: A dedicated NFT log is maintained showing the start date, progressive action updates and final closure date.
- General Queries / Complaints — walk-in: The matter is maintained in the physical register available at the office / reception.
- General Queries / Complaints — other channels: Matters received by phone call, WhatsApp, email or web form are maintained in the designated Excel sheet / digital log.
- Minimum audit trail: Customer and ticket details, channel, classification, acknowledgement, correspondence, actions, escalations, resolution, status and closure evidence are retained, as applicable.
- Audit readiness: Records are retrievable and available for inspection at the office premises in line with internal and regulatory requirements.
10 Continuous Improvement & Root Cause Analysis
The Customer Service Officer and management periodically review the central complaint database to identify recurring issues, process bottlenecks, service gaps and TAT breaches. Findings are translated into corrective and preventive actions, assigned to responsible owners and monitored through completion.
11 Closure Checklist
A matter is treated as closed only when each of these is complete.
- Matter classified as Financial Transaction, NFT, or General Query / Complaint
- Applicable SOP, physical register, NFT log, or Excel sheet / digital log updated
- Unique Ticket Number assigned, where applicable, and mandatory details recorded
- Acknowledgement and applicable TAT communicated
- Investigation notes and stakeholder correspondence retained
- Final resolution communicated to the customer
- Outcome and closure date recorded with evidence of communication
- Recurring issue or process gap flagged for root cause review, where applicable
Have a complaint or a query?
In case of any complaint or query, please reach out to us. Your matter will be recorded, acknowledged with a ticket reference, and resolved within the applicable timeline set out above.
Beeline Wealth LLP • AMFI Registration Number: ARN-131351 • ARN valid till 10 Oct 2029