For escalating any issue, providing feedback, or sharing suggestions, you can refer to our escalation matrix through this LINK.
At Stocko, we prioritize client satisfaction and transparency. If you wish to raise a complaint or express concerns regarding any issue, we have a dedicated process in place to address them promptly. We are committed to resolving your query or complaint within 24 working hours. Below is the process:
- Lodge a Complaint: Clients can initiate a complaint by sending an email to Support@stocko.in
- Complaint registration: The complaint is recorded in our centralized system, where all relevant details, including customer information, nature of the complaint, date, and time, are documented digitally for accurate tracking.
- Initial acknowledgment: The client will receive an automated acknowledgment email containing a Unique Ticket Number. This email confirms that the complaint has been successfully received and is under review.
-
Investigation and evaluation: The complaint is assigned to the appropriate department or individual responsible for addressing the specific issue. They will conduct a thorough investigation, gather relevant information, and evaluate the complaint’s validity.
Complaint Turn Around Time (TAT) will be as Follows (Based on the investigation, the responsible party attempts to resolve the complaint)
| Nature Of Complaint | Resolution |
|---|---|
| Charges Complaint | 4 Hours |
| Technical Issue (Client specific) | 2 Hours |
| RMS/Order Rejection | 30 Minutes |
| DP Account Query | 4 Hours |
| General Customer Complaint | 4 Hours |
-
Complaint Status: The clients can check the status of their complaint by providing their Unique Ticket Number through:
- Phone: Call 011-40409999
- Email: Write to Support@stocko.in
- Website Chat: Visit www.stocko.in
- In-person Visit: Visit the Stocko office at the provided (Address).
- Resolution and closure: Once a resolution is reached, the client is informed and asked to provide confirmation or feedback regarding the resolution. If the client is satisfied, the complaint is considered resolved, and the case is closed.
- Escalation (if required): If the complaint cannot be resolved at the initial level, it is escalated to a higher authority or a specialized team for further investigation and resolution. This process ensures that experienced or senior personnel review the matter thoroughly.
| Details of | Contact Person | Address | Contact No / Working hours | Email Id |
|---|---|---|---|---|
| Customer care | Mr. Kundan | 3rd Floor Rishabh vihar Karkarduma-110092 | 011-40409999 / (Mon-Fri 9 am to 5:00 pm -Sat 10 am to 2:30 pm) | Support@stocko.in |
| Head of Customer Care | Mr.Mohit Paliwal | 3rd Floor Rishabh vihar Karkarduma-110092 | 011-47377223 / (Mon-Fri 9am to 5:00 pm-Sat 10am to 2:30 pm) | Complaints@stocko.in |
| Compliance Officer | Mr.R.K Jain | 3rd Floor Rishab vihar Karkarduma-110092 | 011-47377221 / (Mon-Fri 9am to 5:00 pm- Sat 10amto 2:30 pm) | grievance@stocko.in |
| CEO | Mr, Shrey Jain | 3rd Floor Rishabh vihar Karkarduma-110092 | 01147377201 / (Mon-Fri 9am to 5:00 pm-Sat 10am to2:30 pm) | Info@stocko.in |
- Continuous communication: Throughout the process, clients receive regular updates on the progress of their complaint and any steps taken to address the issue. Open communication helps manage customer expectations effectively.
-
Feedback loop: Upon closure of the complaint ticket, the client will receive a system-generated email confirming the resolution, along with a feedback survey on their experience. Feedback options include:
- Awesome
- Average
- Below Average
- Quality assurance: Stocko reviews the complaint resolution process weekly to identify areas for improvement. Data on complaint types, resolution time, and customer feedback is analyzed to make necessary changes and prevent similar issues in the future.
