Master trust

Home Investor Grienvances

Investor Grienvances

INVESTOR GRIEVANCES / COMPLAINT

Clients are requested to send their grievances related to their transactions in NSE/BSE/ MSEIL /MCX/NCDEX /NSDL/CDSL at the email address "investorg@mastertrust.co.in".

Detailed write up on Step-by-Step procedure for filing a complaint on a designated email id & finding out status of the complaint

At Master Capital Services Limited (“mastertrust”), we prioritize client satisfaction and transparency. If at any point in time, a client wishes to raise a complaint or express concerns regarding any issue, we have established a process to address them promptly. We assure you that we will make every effort to resolve your query or complaint within 48 working hours. Here's the process:

1. Lodge complaint/ grievances:

For any kind of grievances/complaint against the company, the client may choose to send his grievances/complaint through any of the below mentioned mode:

a) Sending an email on our designated email Id for grievances viz "investorg@mastertrust.co.in" or "helpdesk@mastertrust.co.in": The client may lodge his/her grievances/complaint by sending an email on the above email id from his/her registered email id quoting Unique Client Code (UCC) of his/her trading account &/or Client ID of his/her demat account; as the case may be or

b) Contacting our Customer Care Executives on Toll free helpline No: 080-69991111: The client may contact our Customer Care Executive, telephonically, on the above mentioned Toll free No. and register his/her complaint/grievances; or

c) Visiting any of our dealing office / branch or Authorized Person’s office / Regional office / Zonal office of the company: The client may visit the dealing branch office or AP’s office or Regional/Zonal office and register his/her complaint, in writing, on the Complaint Register maintained at the office; or

d) Written Letter by post/courier: The Client may send his/her grievances/complaint by sending letter through Post/Courier addressed his/her dealing branch/AP’s office or directly to The Compliance Officer, Master Capital Services Ltd, C-56, Sector-63, Noida (U.P.)-201301.

2. Complaint registration:

The complaint received in any of the above stated mode is sent to the centralized desk at Legal Department at Noida and recorded in our centralized system including Zoho software with the relevant details, including customer information, complaint nature, date, and time. The client will receive an initial acknowledgment of his/her complaint with Unique Ticket No. This acknowledgment will be through an automated email, informing the customer that the complaint has been received and registered in the centralized database for further action.

3. Investigation and evaluation:

The complaint is assigned to the concerned official / department responsible for addressing the specific issue who will thoroughly investigate the complaint, gather relevant information, and evaluate its validity.

4. Complaint Status:

The client can check the complaint status by providing unique Ticket no. via call on our Toll free helpline no. (080-69991111), email (investorg@mastertrust.co.in or helpdesk@mastertrust.co.in) or visiting in person to the dealing office.

5. Resolution and closure:

After gathering the relevant facts/information/documents, and analysis of the same, the client is suitably replied or informed. If required, the settlement terms are discussed with the client for his/her confirmation or feedback regarding the same and resolved. The complaint is considered to be resolved where no response is received from the client within 30 days of the reply sent to the client and the case is closed.

6. Escalation if required:

If the client complaint cannot be resolved at the initial level, it may be escalated to a higher authority or specialized team for further investigation and resolution.

7. IGRP/Arbitration:

In case the client is not satisfied with the reply/clarifications/resolution of his/her complaint, the client may opt to lodge his/her compliant to the respective exchange/depository or through SEBI Score portal and represent his/her case before IGRP of the exchange and if not satisfied with the IGRP Order, the client may choose to file Arbitration case as per procedure of the respective exchange.

Disclaimer

Prevent Unauthorized Transactions in your demat/trading account --> Update your Mobile Number/Email Id with your Depository Participant/Trading Member. Receive alerts on your Registered Mobile/Email Id for all debit and other important transactions in your demat/trading account directly from NSDL/CDSL/Exchange(s) on the same day. Issued in the interest of investors.
KYC is one time exercise while dealing in securities markets - once KYC is done through a SEBI registered intermediary (broker, DP, Mutual Fund etc.), you need not undergo the same process again when you approach another intermediary.
No need to issue cheques by investors while subscribing to IPO. Just write the bank account number and sign in the application form to authorise your bank to make payment in case of allotment. No worries for refund as the money remains in investor's account.

“Attention Investors

1. Stock Brokers can accept securities as margin from clients only by way of pledge in the depository system w.e.f. September 1, 2020.
2. Update your mobile number & email Id with your stock broker/depository participant and receive OTP directly from depository on your email id and/or mobile number to create pledge.
3. Pay 20% upfront margin of the transaction value to trade in cash market segment.
4. Investors may please refer to the Exchange's Frequently Asked Questions (FAQs) issued vide circular reference NSE/INSP/45191 dated July 31, 2020 and NSE/INSP/45534 dated August 31, 2020 and other guidelines issued from time to time in this regard.
5. Check your Securities /MF/ Bonds in the consolidated account statement issued by NSDL/CDSL every month.

.......... Issued in the interest of Investors"

Master Capital Services Ltd.: (CIN: U67190HR1994PLC076366), Members: NSE, BSE, MCX, NCDEX, ICEX & MSEI, SEBI Regn. No.: INZ000210539 | NSDL SEBI Regn. No. IN-DP-NSDL-108-99| CDSL SEBI Regn. No. IN-DP-CDSL-141-2001| Merchant Banker SEBI Regn. No. INM000000I07 | Research Analyst SEBI Regn. No. INH000002194| AMFI Regn No. ARN-58711. Registered office: A-852-A, Basement, Sushant Lok, Phase-I, Gurugram, Haryana-122002. Corporate/Correspondence office: 1012, 10th Floor, Arunachal Building, Barakhamba Road, New Delhi-110001

Up Streaming Client Nodal Bank Account (USCNBA) for collection of client fund: Bank Account No. 00030340026875, Account Holder Name: Master Capital Services Limited- USCNB account, IFSC : HDFC0000003, Bank Name : HDFC BANK LTD
Investors are requested to note that Stock broker (Master Capital Services Ltd.) is permitted to receive/pay money from/to investor through designated bank accounts only named as Up streaming Client Nodal Bank Account (USCNBA). Stock broker (Master Capital Services Ltd.) is also required to disclose its USCNB accounts to Stock Exchange. Hence, you are requested to use abovementioned USCNB account only for the purpose of dealings in your trading account with us. The details of our USCNB accounts are also displayed by Stock Exchanges on their website under “Know/ Locate your Stock Broker” for NSE & BSE, “Membership –>–> Notice Board –>–> Member & AP details” for MCX and “Membership –> Disclosures” for NCDEX.

Master Portfolio Services Ltd.: (CIN: U67120GJ1994PLC124853), Registered Portfolio Manager, SEBI Registration No. INP000001637 Registered Office: 704, 7th Floor, Sears Tower, Opp. Just Dial Tower, Panchvati To Gulbai Tekra Road, Ahmedabad 380009, Gujarat
“The Clients have the option to be on boarded directly with Master Portfolio Services Limited for its PMS service/products without intermediation of persons engaged in distribution services.”

Master Trust Ltd. (CIN: L65991PB1985PLC006414)

Risk Disclosure Derivatives

Important links:

Investor protection: