Complaint Process

Clients may raise grievances through the following channel:

1.1 Email
Send an email to: Support@carajshah.in

1.2 Written Communication
All complaints must include: Full name, Registered email, Phone number, Description of issue, Subscription details, Relevant screenshots/documents

2. Grievance Redressal Procedure

We follow a structured 4-step resolution process:

Step 1 — Acknowledgment (T+1 working day)
Complaint will be acknowledged via email within 1 business day.

Step 2 — Review & Investigation (T+7 working days)
Compliance team investigates the issue, reviews records, and may request additional details.

Step 3 — Resolution (T+22 working days)
A formal resolution/response will be provided within 22 working days.

Step 4 — Closure & Recordkeeping
All grievances are documented and retained for at least 8 years, as mandated by SEBI.

3. Escalation Matrix

If the user is not satisfied with the resolution:

Level 1 — Compliance Officer
Email: Support@carajshah.in
Response : Up to 7 working days

Level 2 — Principal Officer / Director
Escalation link provided in the grievance email.
Response: Up to 7 additional working days