INVESTOR GRIEVANCES / COMPAINT

At GNG Stockholding Private Limited, we prioritize client satisfaction and transparency. If at any point in time, a client wishes to raise a complaint or express concerns regarding any issue, we have established a process to address them promptly. We assure you that we will make every effort to resolve your query or complaint within 48 working hours. Here's the process:

  1. Lodge complaint/ grievances:

    2. For any kind of grievances/complaint against the company, the client may choose to send his grievances/complaint through any of the below mentioned mode:

    1. Sending an email on our designated email Id for grievances viz customercare@gngstock.com The client may lodge his/her grievances/complaint by sending an email on the above email id from his/her registered email id quoting Unique Client Code (UCC) of his/her trading account &/or Client ID of his/her demat account; or
    2. Contacting our Customer Care Executives on helpline No.- 011-41441150 The client may contact our Customer Care Executive, telephonically, on the above mentioned No. and register his/her complaint/grievances; or
    3. Visiting our Authorized Person’s office / Regional office of the company: The client may visit the AP’s office or Regional office and register his/her complaint, in writing, on the Complaint Register maintained at the office; or
    4. Written Letter by post/courier: The Client may send his/her grievances/complaint by sending letter through Post/Courier addressed his/her directly to The Compliance Officer GNG Stock Holding Pvt.Ltd, Y-12 Loha Mandi Naraina New Delhi-110028.
  2. Complaint registration:

    3. The complaint received in any of the above stated mode is recorded in our centralized system with the relevant details, including customer information, complaint nature, date, and time, are documented digitally.

  3. Initial acknowledgment:

    4. The client will receive an initial acknowledgment of their complaint with Unique Ticket No. This acknowledgment will be automated through an email, informing the customer that their complaint has been received at our Compliance Department located at Y-12 Loha Mandi Naraina New Delhi-110028. and registered in the centralized database.

  4. Investigation and evaluation:

    5. The complaint is assigned to the appropriate department or individual responsible for addressing the specific issue. They thoroughly investigate the complaint, gather relevant information, and evaluate its validity.

  5. Complaint Status:

    6. The client can check the complaint status by providing unique Ticket no. via call on our helpline no. (011-41441150), email customercare@gngstock.com.

  6. Resolution and closure:

    7. Once a resolution is reached, the client is informed and asked for their confirmation or feedback regarding the resolution. If the customer is satisfied, the complaint is considered resolved, and the case is closed.

  7. Escalation if required:

    8. If the client complaint cannot be resolved at the initial level, it may be escalated to a higher authority or specialized team for further investigation and resolution. The escalation process ensures that more experienced or senior personnel review the complaint.

  8. Continuous communication:

    9. Throughout the process, regular updates are provided to the client, keeping them informed of the progress and any steps taken to address their complaint. Open communication helps manage customer expectations.

  9. Feedback loop:

    10. On closer of the complaint Ticket client will receive a system-generated mail mentioning that issue has been resolved.

  10. Quality assurance:

    11. The complaint resolution process at GNG is reviewed every week to identify areas for improvement. Data on complaint types, resolution time, and customer feedback is analyzed to make necessary changes to prevent similar issues in the future.