At FYERS, we are committed to ensuring transparency and resolving client concerns in a timely and effective manner. If you ever have an issue with your account, transactions, or services, you can follow a structured grievance redressal process designed to ensure fair handling and resolution.
Step-by-Step Process to File a Complaint
1. Raise the Complaint with FYERS
We recommend raising your concern directly with us first so that we can review and resolve it internally.
- Email your detailed complaint to [email protected].
- Include your Client ID, registered mobile or email, and any supporting documents such as contract notes or ledgers.
- Refer to our Investor Grievance Matrix to identify the correct escalation channel within FYERS.
2. Escalate via SEBI SCORES Portal (if unresolved)
If your concern is not resolved satisfactorily, you can register a complaint on SEBI’s official grievance redressal portal.
- Visit the SEBI SCORES Portal.
- Register using your PAN and contact details, and select the broker name as “FYERS Securities Pvt. Ltd.”
- Provide a summary of your issue and attach relevant proof or communication with our support team.
Once submitted, SEBI’s grievance team and FYERS will coordinate for resolution through the SCORES system.
3. Approach SEBI’s Online Dispute Resolution (ODR) Portal
If your grievance remains unresolved even after escalation on SCORES, you can seek mediation or arbitration through SEBI’s ODR platform.
- Visit smartodr.in.
- Login using your PAN and registered mobile number.
- Follow the steps on the portal to initiate the dispute resolution or arbitration process.
To understand this process in detail, refer to the official SEBI Circular on Online Dispute Resolution.
4. Timelines and Expectations
- FYERS typically responds to grievances within 24 to 48 working hours.
- SEBI SCORES may take up to 30 days or more depending on the complexity of the issue.
- The ODR process timelines are governed by SEBI regulations and depend on the nature of mediation or arbitration.
Tip: Keep copies of all your email communication, contract notes, and complaint reference numbers for tracking and follow-ups with FYERS or SEBI.
What If...
| Scenario | What You Should Do |
|---|
| I raised a complaint but have not received a response | We usually respond within 24 to 48 working hours. If you do not hear back, reply to the same email thread or contact our support for immediate attention. |
| I need to attach documents with my complaint | Attach contract notes, ledger statements, or screenshots while emailing [email protected]. |
| My issue is unresolved after multiple follow-ups | Escalate your case on SEBI’s SCORES Portal. If still unresolved, you can initiate dispute resolution through smartodr.in. |
| I have an urgent or regulatory concern | Refer to our Investor Grievance Matrix for escalation contacts or reach out to our support for direct assistance. |
Last updated: 06 Nov 2025
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