INTERNAL & EXTERNAL ESCALATION HIERARCHY
Alok Kantilal Surana
AMFI Registration Number (ARN): 19664
Last Updated / Reviewed Date: 15th August 2026
| Escalation Level | Designation / Authority | Contact Person | Contact Details | Resolution TAT | Escalation Trigger | Key Responsibilities / Role |
|---|---|---|---|---|---|---|
| Level 1 | Client Support Desk / Relationship Manager |
Gunde Nagaraju Mahesh Patil |
Email:
invest@aloksurana.com
Phone: +91-6305425068 Hours: Mon-Sat (10:00 AM - 6:00 PM) |
Upto 2 Days | Initial receipt of query, service request, or transaction discrepancy. | First point of contact. Logs complaint, generates ticket ID, acknowledges within 24 hrs, and attempts immediate resolution. |
| Level 2 | Operations Lead | Thippani Bhuvaneshwari |
Email:
invest@aloksurana.com
Phone: +91-6305425068 Hours: Mon-Sat (10:00 AM - 6:00 PM) |
3 - 5 Working Days | Resolution not provided within 48 hrs or client dissatisfied with Level 1 resolution. | Reviews unresolved tickets, investigates operational or transaction delays with RTA/AMC, communicates updated resolution. |
| Level 3 |
Compliance Officer / Grievances Redressal Officer |
Alok Kantilal Surana |
Email:
aloksapins@gmail.com
Phone: +91-9391004283 |
7 Working Days | Unresolved at Level 2 after 5 days, or matter involves regulatory compliance breach. | Senior review, statutory compliance oversight, regulatory reporting, direct liaison with AMC Compliance/Management. |
| Level 4 | External Regulatory Portal (SEBI SCORES / ODR) | SEBI / ODR Portal | SCORES: scores.sebi.gov.in SMART ODR: smartodr.in AMFI: www.amfiindia.com | 30 Days Total | Complaint remains unresolved after 30 days across internal levels or client remains dissatisfied. | Statutory regulatory intervention. Regulatory audit and formal arbitration/resolution process mediated by SEBI/ODR. |
Note: Clients may escalate their complaints through
the above hierarchy if the matter remains unresolved within the
prescribed resolution timeline.
