Investor Grievance Redressal
Last updated: March 2026
Trustner Asset Services Pvt. Ltd. is committed to ensuring the highest standards of investor service and transparency. We have established a robust grievance redressal mechanism in compliance with SEBI and AMFI guidelines to address and resolve investor complaints in a fair, transparent, and timely manner.
Grievance Officer
Designation: Grievance Officer
Company: Trustner Asset Services Pvt. Ltd.
Email: grievance@trustner.in
Phone: +91-6003903737
Address: Sethi Trust Building, Unit 2, 4th Floor, G S Road, Bhangagarh, Guwahati - 781005, Assam
Working Hours: Mon–Fri: 9:30 AM – 6:30 PM · Sat: 9:30 AM – 2:00 PM IST
Escalation Matrix
If your concern is not resolved to your satisfaction, please escalate it step by step using the matrix below. Kindly move to the next level only if the previous level has not resolved your concern within the stated Turnaround Time (TAT).
| 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.
Complaint Resolution Process
We follow a structured three-level complaint resolution process to ensure every investor concern is addressed promptly and effectively.
Level 1 — Contact Us Directly
If you have any complaint or concern regarding your mutual fund investments facilitated through Trustner Asset Services, please contact us first. You may reach out through any of the following channels:
- Email: grievance@trustner.in
- Phone: +91-6003903737
- Written Complaint: You may send a written complaint to our registered office at Sethi Trust Building, Unit 2, 4th Floor, G S Road, Bhangagarh, Guwahati - 781005, Assam
When submitting a complaint, please include the following details for faster resolution:
- Your full name and contact information
- Folio number or application reference number
- Name of the mutual fund scheme
- Details of the transaction in question
- Nature of the complaint and expected resolution
- Supporting documents, if any
Response Timeline: We will acknowledge your complaint within 3 business days of receipt and endeavour to resolve it within 30 calendar days.
Level 2 — Escalation to AMFI
If your complaint is not resolved satisfactorily within 30 days of lodging it with us, or if you are not satisfied with the resolution provided, you may escalate your complaint to the Association of Mutual Funds in India (AMFI).
- AMFI Website: www.amfiindia.com
- AMFI Complaint Form: Available on the AMFI website under the Investor Corner section
AMFI acts as a self-regulatory organisation and can intervene to help resolve disputes between investors and mutual fund intermediaries, including distributors.
Level 3 — SEBI SCORES Portal
If the complaint remains unresolved after escalation to AMFI, investors can lodge a complaint on the SEBI SCORES (SEBI Complaint Redress System) portal. SEBI takes up complaints registered against listed companies and SEBI-registered intermediaries.
- SCORES Portal: scores.gov.in
- SEBI Toll-Free Helpline: 1800-22-7575
- SEBI Office: SEBI Bhavan, Plot No. C4-A, "G" Block, Bandra-Kurla Complex, Bandra (East), Mumbai - 400051
External escalation — SEBI SmartODR (Online Dispute Resolution)
If the grievance remains unresolved through the above channels, you may initiate dispute resolution through SEBI's Online Dispute Resolution portal.
- SmartODR Portal: smartodr.in
Investor Charter
As per SEBI guidelines, all intermediaries including mutual fund distributors are required to adopt and abide by the Investor Charter. The Investor Charter outlines the rights and responsibilities of both investors and intermediaries. Key rights include:
- Right to receive fair, transparent, and timely services.
- Right to lodge grievances and receive timely resolution.
- Right to accurate, complete, and timely information about mutual fund products.
- Right to expect that personal data will be treated securely and confidentially.
- Right to be informed about all applicable charges and commissions.
The complete Investor Charter is available on the AMFI website and the SEBI website .
Our Commitment
- Acknowledgement: All complaints will be acknowledged within 3 business days of receipt.
- Resolution: We will endeavour to resolve all complaints within 30 calendar days.
- Communication: Investors will be kept informed of the progress of their complaint at every stage.
- Fairness: All complaints will be handled in a fair, impartial, and transparent manner.
- Confidentiality: All investor information shared during the complaint process will be treated as confidential.
Regulatory Information
Trustner Asset Services Pvt. Ltd. | AMFI Registered Mutual Fund Distributor and SIF Distributor; APMI Registered PMS Distributor | ARN-286886 | CIN: U66301AS2023PTC025505