Mutual Fund Escalation Matrix
If you have a concern regarding your mutual fund investments facilitated through Trustner Asset Services, please escalate it step by step using the matrix below.
Trustner Asset Services Pvt. Ltd. — AMFI Registered Mutual Fund Distributor and SIF Distributor — ARN-286886
| Level | Escalation Contact | Response Time (TAT) | |
|---|---|---|---|
| Level 1 | Nipa Das Customer Service Executive | wecare@trustner.in | Within 2 working days |
| Level 2 | Wasbir Ahmed Operations Manager | wasbir.ahmed@trustner.in | Within 1 working day |
| Level 3 | Grievance Redressal Cell Dedicated grievance desk | grievance@trustner.in | Within 1 working day |
| Level 4 | Sangeeta Shah Co-Founder & COO | sangeeta@trustner.in | Within 8 working hours |
| Level 5 | Ram Shah CEO & Founder | ram@trustner.in | Within 4 working hours |
| Level 6 | AMFI Association of Mutual Funds in India | contact@amfiindia.com | — |
| Level 7 | SEBI — SCORES / SmartODR SEBI Complaint Redress System & Online Dispute Resolution | scores.gov.in · smartodr.in | — |
Escalation protocol: Please proceed to the next level only if your concern remains unresolved within the applicable Turnaround Time (TAT). Levels 1–5 are internal to Trustner Asset Services Pvt. Ltd.; Levels 6–7 are the external regulatory channels (AMFI, and the SEBI SCORES / SmartODR portals). We acknowledge every complaint within 3 business days and endeavour to resolve it within 30 calendar days.
For the full grievance-redressal policy, timelines and Investor Charter, please see our Investor Grievance Redressal page.