Zerodha Capital Private Limited (the “Company”) is a Company limited by shares incorporated under the Companies Act 2013. 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. For all grievances related to your trades/investments, please create a ticket on Zerodha support portal.
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 and between 10:00 AM to 02:00 PM on Saturdays, except public holidays.
Support tickets: You can create a ticket on our Support Portal . Please note that reaching out to us by creating a ticket will allow us to respond to your query faster and more efficiently than by way of an Email.
Email: For any grievances related to your loans from Zerodha Capital, please write to us at [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 is open from 10.00 AM to 6:00 PM, Monday to Friday and between 10:00 AM to 02:00 PM on Saturdays, 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 Ltd.,
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.
Primary Level: 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 as indicated below.
Secondary Level: Meetal T Jain (Grievance Redressal
Officer) at
[email protected] or at
the following address:
Mrs. Meetal T Jain,
Third Level: IIn case you do not receive a response within 30 days of receipt of the complaint by us, or if you are dissatisfied with the response received hitherto, you may escalate the complaint to the Principal Nodal Officer, Mr. Shivachalianda Rajkumar Abhilash, at [email protected].
Fourth Level: In case you do not receive a response
within 30 days of receipt of the complaint by us, or if you are
dissatisfied with the response received hitherto, you may escalate
the complaint to the Ombudsman, Reserve Bank of India as indicated
below:
The Officer In charge,
Reserve Bank of India,
10/3/8, Nrupathunga Road,
Bengaluru - 560 001
A periodical review of the compliance of the Fair Practices Code and the functioning of the grievance redressal mechanism at various levels of management would be undertaken by the Company and a consolidated report of such reviews shall be submitted to the Board of Directors of the Company at regular intervals.
Alternatively, the customer can raise a compliant on CMS portal of RBI at any stage. Details of CMS portal are as follows. RBI launched its Complaint Management System (CMS) on 24 June 2019. It is a software application to facilitate RBI’s grievance redressal processes.
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=5uigBFwPUp8
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 20h December 2024. 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.
The Integrated Ombudsman Scheme, 2021, as issued by the RBI, is accessible here.
The FAQs issued by RBI on the Integrated Ombudsman Scheme, 2021 are available here.
The Form of Complaint to be submitted to the Ombudsman is available here.