Grievance Policy

The purpose of this Grievance Redressal Policy (“Policy”) is to set forth the policies and procedures to be followed in receiving, handling and responding to any grievance against Ascend Wealth in respect of any products & services supplied by the Company directly or through its registered service providers and through the Ascend Wealth online platform (“Platform”).

The following are broad-based objectives for handling all the grievances:

To provide fair and equal treatment to all the customers (“Users”) without bias at all times.

To ensure that all issues raised by Users are dealt with courtesy and resolved in stipulated timelines.

To develop an adequate and timely organizational framework to promptly address and resolve user grievance fairly and equitably.

To provide enhanced level of User’s satisfaction.

To provide easy accessibility to the User for an immediate grievance Redressal.

To be compliant to the applicable laws of India relating to User grievances.

1) How to raise the grievance?

The User can raise grievance through the following modes:

Phone Call: Call at +91-8287474816 to register the complaint.

Email: The User may write to grievance@ascendwealth.in

Letter: The User may also raise the grievance by writing to us to the following address:

Grievance Redressal Officer GRO, Dhruv Tuli c/o Ascend Wealth

604, New Delhi House, Barakhamba Road, New Delhi 110001

2) Registration of grievances

Grievances received through phone call:

The grievances received are recorded in the system.

The grievances that can be answered by the phone calls will be answered immediately.

The grievances that need escalation/need additional details will be escalated within the system.

Grievances received through written communication:

The grievances can be received through registered email or letter.

The grievances received will be recorded in the system.

The User shall be provided with a unique grievance number for future reference and the complaint shall be immediately forwarded to the GRO for resolution of the complaint and further necessary action.

3) Acknowledgements

An acknowledgment shall be sent to the complainant within 7 (seven) working days of the receipt of the grievance. Acknowledgment shall contain date of receipt of complaint/grievance, unique grievance number, and expected date for resolution of grievance. In case the complaint received does not pertain to Ascend Wealth, the complainant shall be intimated the same within 10 (ten) working days.

4) Redressal of Grievance and TAT

The complaint letter/email should contain the details of reference number, complainant’s booking details on the Platform, complainant’s name, address and contact details, copies of supporting documents, wherever applicable.

All the complaints shall be registered as per the Policy and shall be assigned a unique reference number.

The complaint shall be addressed as early as possible within a maximum of 30 (thirty) working days of the receipt of complaint.

The GRO would monitor the resolution of complaints received and periodically put up the same for review by the Senior Management of Ascend Wealth.

This Policy is accessible to all and it ensures that information is readily available on the modalities of making and resolving complaints. This Policy is available on the website/platform/app of Ascend Wealth.

Complaint details will be kept confidential and shall be shared with government authorities or any person only if in accordance with the applicable laws and is necessary to resolve the complaint.

All complaints shall be monitored and marked as closed only after the resolution of the User grievance.

The complaint shall be treated as closed if the complainant has not responded within 15 (fifteen) days of the receipt of the written response from the GRO.

5) Resolution of Grievance

The complainant shall be intimated on resolution of grievance/complaint. The intimation of resolution shall contain the date of receipt of complaint/grievance, unique grievance number, details of GRO and further right to approach GRO in case of non-satisfactory resolution of grievance within the time specified in the Policy.

6) Grievance Redressal Officer (GRO)

The present Grievance Redressal Officer GRO details are:

604, New Delhi House, Barakhamba Road, New Delhi 110001

Dhruv Tuli

SEBI Registered RA – INH000014155