3) What measures we can take to avoid Customer complaints w.r.t. service related concerns?

We receive service related complaints such as No Proper Services by Branch/BA, Issue on Closure & Modification of Account, Charges related Information / Reversal of Charges, Wrong Execution of order, Connectivity / System related issues, Delay in Demat / Remat, Transfer of Holdings, Brokerage related issues, Request for various statements, Transfer of Account to another branch etc.

We request you to ensure following points at your end which will help to reduce such Service related complaints:

We request you that whenever any client desires to close / modify his account, you should explain the complete process; provide necessary formats and track the request and inform the client once the request is processed / rejected. Also inform the client for corrective action in case his request is rejected.
Provide the details of various charges/penalties to client as and when any clarification / information sought by client.
Timely place all customer requests such as Funds Payout, DIS execution etc.
If due to punching error, there is any wrong trade executed in client’s account, please talk to client upfront & resolve the matter amicably without any delay to avoid complaints from clients. Also ensure internal controls at your end so that dealers take utmost care while executing the orders.
Please spread awareness that all major MOSL policies as well as account details, Contract notes, Ledgers, DP Holdings & Transaction Statements and other statements can be accessed by them using their secured client login on www.motilaloswal.com. This will address all concerns such as non-receipt of statements, non-awareness of policies etc.

Top

Happy with the solution or Did not find what you were looking for?

Write to us faqfeedback@motilaloswal.com