Zerodha Capital Private Limited (the “Company”) is a Company limited by shares incorporated under the Companies Act 1956. The Company is registered U/s 45-IA of the Reserve Bank of India Act, 1934 as an Investment and Credit Company and categorized under Base Layer. The Company is engaged in the business of providing loan.
The Company is engaged in extending of Loan against securities and Loan to employees of Group entities.
This policy is prepared in line with the requirements prescribed by Reserve Bank of India (Non-Banking Financial Company – Scale Based Regulation) Directions, 2023 and various RBI notifications / directions [“RBI Regulations”] issued in this regard.
This grievance redressal policy is only for customers who need assistance with their loans from Zerodha Capital Private Limited. For all grievances related to your trades/investments, please create a ticket on [email protected].
In case you have any grievances with us, you can reach out to us to register a complaint through the means mentioned below. We will respond to your complaints within 14 days from the time of registration of your complaint.
Phone: You can call our dedicated support lines 080-47166888 between 10.00 AM to 6:00 PM, Monday to Friday except public holidays.
Support tickets: For any query you can create a ticket on [email protected].
Visit our registered office: You can visit our registered office in Bengaluru and handover a complaint letter addressed to the grievance redressal officer of Zerodha Capital. You are advised to take an acknowledgement of receipt from the person you hand over the complaint letter to our registered office which is open from 10.00 AM to 6:00 PM, Monday to Friday except public holidays. You may also drop in your suggestions/and or complaints in the designated suggestion/complaint box.
Write to us: You may send in your complaints to us
at the following address: Zerodha Capital Private Limited.,
The escalation matrix for your complaints is as mentioned below. Please quote the complaint reference number provided to you in your earlier interactions to help us understand your concerns better.
| Level of Escalation | Channel | Designation and Details | Time Line |
|---|---|---|---|
| Customer raises complaint with the Customer Support Team | T | ||
| Level 1 | Customer Care |
[email protected] In case you do not receive a response within 14 days of receipt of the complaint by us, or if you are dissatisfied with the response received, you may escalate the complaint to the next level. |
T+14 |
| Level 2 | Grievance Redressal Officer (GRO) |
Ms. Samyuktha S [email protected] In case you do not receive a response within 7 days of receipt of the complaint by the GRO, or if you are dissatisfied with the response received, you may escalate the complaint to the next level. |
T+21 |
| Level 3 | Principal Nodal Officer |
Mr. Abhilash SR [email protected] In case you do not receive a response within 9 days of receipt of the complaint by the PNO, or if you are dissatisfied with the response received, you may escalate the complaint to the next level. |
T+30 |
| Level 4 | RBI Complaint Management System | https://cms.rbi.org.in/ | |
Members of the public can access the CMS portal at RBI’s website to lodge their complaints against any of the entities regulated by RBI.
RBI CMS Portal Link: https://cms.rbi.org.in/cms/indexpage.html#eng
Self-Guide Video link: https://www.youtube.com/watch?v=Tw9-0wRpKzg
Any exceptions to this policy shall only be with the prior approval of the Board of Directors of the Company.
This policy has been adopted vide resolution of the Board of Directors of the Company dated 27th October 2025. This policy shall be applicable organization wide with immediate effect. This policy shall be reviewed by the Board of Directors on at least an Annual basis.
The key features of the Integrated Ombudsman Scheme, 2021 can be found here.