Complaints
A complaint is information, and we treat it that way. This page sets out how to raise one, what happens at each stage, how long it takes, and where to go if our answer does not satisfy you.
What this page is for
Model Exorex 100 handles every complaint through a written, trackable process. We are committed to acknowledging complaints quickly, investigating them fairly, keeping you informed, and answering in plain language. A complaint never affects the service you receive, and raising one is always free.
The process, step by step
Submit
Write to [email protected] with the word Complaint in the subject line, or hand your complaint to your account manager, who must register it the same business day. Email is preferred because it creates a timestamped record for both sides.
Acknowledge and register
Within two business days you receive an acknowledgment with a reference number and the name of the person handling your case. From that point, all substantive answers arrive in writing.
Investigate
The handler gathers account records, audit logs, and communications relevant to the complaint and reviews them against the Terms and the policies involved. Where the facts are complex, we tell you the investigation needs more time and when to expect the next update.
Respond
You receive a substantive written response, normally within 15 business days and in any case within 90 calendar days of registration. The response states the findings, the decision, the reasons, and any remedy offered.
Escalate internally
If you disagree with the outcome, you may ask for a review by senior management within 30 calendar days. The review is conducted by someone not involved in the first decision and is answered in writing within 15 business days.
Information to provide, and what to keep to yourself
Do provide
Your name and the email on the account, the reference number if you have one, dates and amounts involved, the names of staff you dealt with, and copies of relevant messages. A clear timeline of what happened and what you expected speeds up resolution.
Never provide
Your password, 2FA codes, or full card numbers, with anyone, including staff handling your complaint. No legitimate process needs them. If anyone asks for these while discussing a complaint, report that person immediately.
Timelines
Acknowledgment within two business days, a substantive response normally within 15 business days, and a final response in every case within 90 calendar days of registration. Internal escalation reviews are answered within 15 business days. These are commitments we measure ourselves against, not aspirations.
Escalation and external dispute resolution
If the internal process ends with an answer that does not resolve the matter, clients in India can take the complaint further. Grievances about securities intermediaries involved in the service can be directed to SEBI's investor grievance mechanism, SCORES. Where the dispute concerns a defrauded payment or cyber fraud, the National Cyber Crime Reporting Portal and your bank's fraud channel are the fast routes, and the consumer protection provisions applicable to online services remain available. We provide the applicable contact details in writing on request, and using any external route does not affect rights you have under law.
Our commitments
- Transparency: you always know who is handling your case and what happens next.
- Confidentiality: complaint records are seen only by the people resolving them.
- Objectivity: reviews are conducted by people independent of the original decision.
- Communication: if a deadline is at risk of slipping, we tell you before it slips, not after.
- Learning: recurring complaint themes are reported to management and change the product.
- No retaliation: complaining never reduces the service level on your account.
Contact
Submit complaints to [email protected] or by post to Exorex Analytics Technologies Pvt. Ltd., 14 Barakhamba Road, Connaught Place, New Delhi 110001, India, marked for the attention of Client Support and Compliance.