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Home / Stock Broking & Intermediaries / SEBI SCORES Grievance Handling
Last updated: 2 October 2026
Complaints lodged on SEBI’s SCORES platform must be resolved, with an Action Taken Report, within 21 calendar days. Expertvuw helps intermediaries and listed companies set up their SCORES process, draft responses and track timelines, including matters that move to Online Dispute Resolution (ODR).
SCORES is SEBI’s online complaint redressal system for complaints against listed companies, SEBI-registered intermediaries and market infrastructure institutions. The current framework, under SEBI circular SEBI/HO/OIAE/IGRD/CIR/P/2023/156 dated 20 September 2023, applied from 1 April 2024 after an extension, alongside the launch of SCORES 2.0.
A complaint is routed to the entity, which must resolve it and upload an Action Taken Report (ATR) within 21 calendar days of receipt. If the investor is not satisfied, they can seek a review within 15 calendar days of the ATR. The designated body, such as the stock exchange or depository, then conducts a first review, and SEBI may take up a second review. Complaints are to be lodged within one year of the cause of action.
Where the matter remains unresolved, the investor can use the SMART ODR portal under SEBI’s Master Circular for Online Resolution of Disputes dated 28 December 2023, where conciliation and, if needed, arbitration follow fixed timelines. Every entity needs SCORES authentication, a nodal officer and a documented process, because the 21-day period runs from receipt of the complaint.
Based on the regulations and circulars referred to on this page. Last updated: 28 September 2026.
The entity resolves the complaint and uploads the ATR within 21 calendar days of receipt (SEBI circular 2023/156, 20 September 2023).
The investor may seek a review within 15 calendar days of the ATR (SEBI circular 2023/156, Annexure I).
On review, a revised ATR is due within 10 calendar days, overseen by the designated body (SEBI circular 2023/156).
Complaints are lodged on SCORES within one year of the cause of action (SEBI circular 2023/156, Annexure II).
The framework applied from 1 April 2024 after extension (SEBI circular SEBI/HO/OIAE/IGRD/CIR/P/2023/183, 1 December 2023).
Conciliation within 21 calendar days and arbitral award within 30 days of appointment (SEBI ODR Master Circular, 28 December 2023).
SCORES records every step with a timestamp, so delays and weak responses are visible to the designated body and SEBI.
The 21-day period runs from receipt, and a missed deadline is recorded against the entity.
Generic or incomplete responses lead to review requests and escalation to the designated body.
Unresolved complaints can move to SMART ODR, where conciliation and arbitration run to strict timelines.
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We check SCORES authentication, nodal officer details and the grievance policy against the SEBI circular.
New complaints are logged the day they arrive, with the 21-day due date recorded.
Relevant records are gathered from operations, the RTA or the broker's back office.
A clear, evidence-based ATR is drafted for the entity's approval and upload.
Where the investor seeks review, revised responses are prepared for the designated body's timeline.
Closed complaints are recorded for internal MIS, audits and periodic regulatory reporting.
A working grievance process depends on routine monitoring as much as on individual responses.
SCORES and other complaint channels are checked daily so no complaint runs close to the 21-day limit.
Market participants display a link to the ODR portal on their website and app home pages (ODR Master Circular).
Listed entities report the status of investor complaints each quarter under Regulation 13(3) of the SEBI LODR Regulations.
Stock brokers must redress investor grievances within 21 calendar days under the SEBI (Stock Brokers) Regulations, 2026.
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Listed companies, SEBI-registered intermediaries and market infrastructure institutions. SCORES does not handle complaints against unlisted companies or matters that fall under other regulators such as RBI or IRDAI.
The investor can seek a review within 15 calendar days. The designated body conducts a first review, and SEBI may take up a second review. The investor can also approach the SMART ODR portal.
The ODR framework expects the investor to raise the grievance with the entity first, and SCORES may be used as well. The SCORES FAQs state that the investor can approach ODR at any point, and a complaint referred to ODR is treated as disposed of on SCORES.
Expertvuw prepares documents and coordinates the process. Where legal representation is needed, it is provided by independent advocates engaged by the entity.
No. The same SCORES timelines apply to listed companies and their RTAs, depository participants, investment advisers, research analysts and other SEBI-registered intermediaries.
ACS – Director, Expertvuw Management Pvt Ltd
Advisory and company secretarial work is handled by Expertvuw’s team. Audits, certifications and representation that the law reserves for Chartered Accountants, advocates or other licensed professionals are provided by independent professionals engaged for your case.