Investor Charter — Stock Brokers
Your rights, our services and timelines, Do's & Don'ts, and the grievance-redressal mechanism — published for transparency and investor protection.
Vision
To follow the highest standards of ethics and compliance while facilitating trading by clients in securities in a fair and transparent manner — contributing to the creation of wealth for investors.
Mission
- Provide high-quality, dependable service through innovation, capacity enhancement and technology.
- Establish and maintain a relationship of trust and ethics with investors.
- Observe the highest standards of compliance and transparency.
- Always keep 'protection of investors' interest' as the goal.
What we do
Services provided to investors
Execution of trades on behalf of investors
Issuance of Contract Notes
Intimations regarding margin due payments
Facilitate early pay-in obligation instructions
Settlement of client's funds
Intimation of securities held in CUSA account
Issuance of retention statement of funds
Risk management systems for operational & market risk
Facilitate client profile changes as instructed
Information sharing on exchange circulars
Redressal of investor's grievances
Empowered investors
Rights of investors
for and receive information about the work history and background of the person handling your account, and about the firm itself.
complete information about the risks, obligations and costs of any investment before investing.
recommendations consistent with your financial needs and investment objectives.
a copy of all completed account forms and agreements.
account statements that are accurate and understandable.
the terms and conditions of transactions you undertake.
your funds in a timely manner and receive information about any restrictions.
complete information about maintenance / service charges, transaction or redemption fees and penalties.
your grievances with the compliance officer and receive prompt, fair consideration.
Service commitments
Activities of stock brokers with timelines
| # | Activity | Expected timeline |
|---|---|---|
| 1 | KYC entered into KRA System and CKYCR | 10 days of account opening |
| 2 | Client Onboarding | Immediate, but not later than one week |
| 3 | Order execution | Immediate on receipt, not later than same day |
| 4 | Allocation of Unique Client Code | Before trading |
| 5 | Copy of completed Client Registration Documents | 7 days from upload of UCC to Exchange |
| 6 | Issuance of contract notes | 24 hours of execution of trades |
| 7 | Collection of upfront margin from client | Before initiation of trade |
| 8 | Intimations regarding other margin due payments | At the end of the T day |
| 9 | Settlement of client funds | 30 / 90 days (RAS) per client preference; else within 24 hrs of pay-out |
| 10 | 'Statement of Accounts' — Funds, Securities & Commodities | Weekly (within four trading days of following week) |
| 11 | Issuance of retention statement of funds/commodities | 5 days from date of settlement |
| 12 | Issuance of Annual Global Statement | 30 days from end of financial year |
| 13 | Investor grievances redressal | 30 days from receipt of the complaint |
Stay safe
Do's & Don'ts for investors
Do's
- 01Read all documents and conditions before signing the account opening form.
- 02Receive a copy of KYC, account opening documents and Unique Client Code.
- 03Read the product / operational framework and timelines for Trading, Clearing & Settlement.
- 04Receive all information about brokerage, fees and other charges levied.
- 05Register your mobile & email in trading, demat and bank accounts for regular alerts.
- 06If executed, receive a copy of Power of Attorney (it is not mandatory per SEBI).
- 07Receive contract notes within 24 hours of execution, showing price, brokerage, GST & STT.
- 08Receive funds and securities / commodities within 24 hours from pay-out.
- 09Verify trades, contract notes and statements; use Exchange trade-verification facility.
- 10Receive periodic statements; running accounts settled per your chosen option (30 / 90 days).
- 11For grievances, approach the broker, Stock Exchange or SEBI within prescribed timelines.
Don'ts
- 01Do not deal with an unregistered stock broker.
- 02Do not forget to strike off blanks in your account opening and KYC.
- 03Do not submit an incomplete account opening and KYC form.
- 04Do not forget to inform any change in your trading-account information.
- 05Do not transfer funds to anyone other than the stock broker — never to an employee.
- 06Do not ignore emails / SMS about trades from the Exchange; raise any discrepancy.
- 07Do not opt for digital contracts if not familiar with computers.
- 08Do not share your trading password.
- 09Do not fall prey to fixed / guaranteed-return schemes.
- 10Do not fall prey to fraudsters promising huge profits via emails / SMS.
- 11Do not follow herd mentality — seek expert, professional advice.
If something goes wrong
Grievance redressal mechanism
Level 1
Stock Broker
Approach the broker at the designated Investor Grievance email. The broker will strive to redress the grievance immediately, but not later than 30 days.
investorsgrievances@esteeadvisors.comLevel 3
SEBI SCORES
If unresolved at the broker or exchange level, lodge the complaint with SEBI on SCORES — the web-based centralized grievance redressal system.
scores.sebi.gov.in →Level 2 · at the Stock Exchange
Complaints resolution process
Complaint Lodged by Client
Broker
- Complaint shared with the broker
- Broker's explanation shared with the client
- Amicable resolution attempted
↘Client not satisfied with the broker's explanation
GRC
- Placed before the Grievance Redressal Committee (GRC)
- If the GRC order is acceptable to the client, the complaint stands resolved
↘Client not satisfied with the GRC order
Arbitration
- Client files for Arbitration
- Arbitration Award passed
↘Client not satisfied with the Arbitration Award
Appellate Arbitration
- Client files for Appellate Arbitration
- Appellate Award passed
↘Client not satisfied with the Appellate Award
Client may file suit before an appropriate Court
Illustrative — the process escalates to the next stage only if the client remains unsatisfied at each step.
Complaint resolution timelines at Stock Exchanges
| # | Activity | Timeline |
|---|---|---|
| 1 | Receipt of Complaint | Day of complaint (C Day) |
| 2 | Additional info sought & provisionally forwarded to broker | C + 7 working days |
| 3 | Registration of complaint & forwarding to broker | C + 8 working days (T day) |
| 4 | Amicable Resolution | T + 15 working days |
| 5 | Refer to Grievance Redressal Committee (GRC) | T + 16 working days |
| 6 | Complete resolution process post GRC | T + 30 working days |
| 7 | GRC order where additional info required | T + 45 working days |
| 8 | Implementation of GRC Order (if in investor's favour) | Debit of broker funds per GRC order |
| 9 | Broker's intention to avail arbitration | Within 7 days of receipt of order |
| 10 | Interim relief from IPF (GRC amount up to ₹20 lakhs) | 50% of GRC amount or ₹2 lakhs, whichever is less |
| 11 | Stock broker files for arbitration | Within 6 months of GRC recommendation |
| 12 | If broker does not file within 6 months | GRC amount released to investor (less interim relief) |
Default of a Trading / Clearing Member
- ›Circular issued declaring the stock broker a defaulter.
- ›Defaulter information disseminated on the Exchange website.
- ›Public notice inviting claims within a specified period.
- ›Clients intimated via email & SMS to lodge claims in time.
Mode of filing complaints
- SEBI SCORES portal →
- NSE — file a complaint online →
- SMARTODR — online dispute resolution →
- Offline / physical complaint forms are available on the respective Exchange websites.
Transparency
Investor complaints data
Monthly disposal of investor complaints, published as required by the Exchanges & SEBI.
For any grievance, you may reach Estee Advisors Pvt. Ltd at investorsgrievances@esteeadvisors.com. SEBI Reg. INZ000300737 (Stock Broker — NSE, BSE, MSEI, MCX).