Grievance Redressal Policy

This process note is the property of HBE Capital Investments LLP (herein referred to as HBE Capital). The document is to be used for internal purposes only. Any unauthorized, copying, disclosure, use, or distribution of the material is strictly forbidden.

1. Objective:

Providing excellent service on a regular and consistent basis is very important for the organization’s sustained growth. HBE Capital believes that quick and effective handling of complaints as well as prompt corrective & preventive actions and processes are essential for providing our services. This policy document is to enable put in place an effective and suitable mechanism for receiving and addressing complaints from the clients with specific emphasis on resolving such complaints fairly and expeditiously.

The objective of this policy document is to ensure that:

• Issues raised by clients are dealt with courtesy and are resolved on time.
• All the complaints will be treated efficiently and fairly without any bias.
  
  

2. Definitions:

Complaint or grievance means an expression of dissatisfaction made by the Client related to the services of HBE Capital. This, however, needs to be differentiated from matters like general feedback, and inquiry.

Client/ Customer: shall mean client/ customer of HBE Capital Investments LLP and shall include individual, entity, body corporate, or such other person who is using services provided by HBE Capital.

Redressal: can be defined as a process or action resulting in giving a solution to the problem faced by a client.

3. Guiding Principles:

• Transparency: The Client is to be provided with information regarding the channels to convey and resolve their issues. In addition, if the resolution is expected to take a longer time, the same should be communicated to the Client.
• Accessibility: The Client will be enabled to communicate their complaints/issues and avail of redressal services through multiple channels.
• Escalation: Information on the process of escalation of complaints to a higher level, in case the Client is not satisfied with the resolution provided by the current person handling the same.
  
  

4. Grievance Redressal Policy Registration of Complaints:

• The clients can follow the below steps for registering the complaints:

  • E-Mail or Fax: Clients can log their complaint or grievance to an email id titled [email protected]
    
    

  Clients can contact the Compliance Officer for redressal of issues at [email protected] and phone 022-35719092

  • SEBI Complaints Redress System (SCORES)- SEBI maintains SCORES which is a web based centralized grievance redressal system of SEBI. If the compliant is not resolved, the clients can lodge their grievances / complaints through the SCORES link – https://scores.gov.in/scores/Welcome.html.
    
    

5. Resolution of Complaints Responsibility:

• The primary responsibility is to the Compliance Officer to resolve the complaint.
• If the issue cannot be resolved by the Compliance Officer within 30 days, the same will be escalated to the Senior Management namely the Managing Partners including Hitesh Eidnani.
•  All complaints received shall be recorded internally including how the same has been resolved.