Grievance Redressal Policy

Niyyam — Grievance Redressal Policy

Effective Date: 4th March 2026
Platform / Controller: Niyyam, operated by Tech Margon Wealth Pvt. Ltd., Bangalore, Karnataka, India.
Contact / Grievance Officer: Ashok Prasad

Email:ashok@niyyam.com

1. Purpose

The purpose of this Grievance Redressal Policy is to ensure that all users of Niyyam have access to a clear, transparent, and efficient mechanism to report grievances related to:

  • Mutual fund investments
  • Insurance policies or claims
  • Platform usage and technical issues
  • Privacy or data protection concerns
  • Any service-related complaints

This policy ensures that all complaints are acknowledged, addressed, and resolved in a timely and compliant manner, in accordance with applicable DPDP Act, SEBI, AMFI, and IRDAI regulations.

2. Scope

This policy applies to:

  • All users, investors, and policyholders transacting via Niyyam.
  • All grievances, including product-related, technical, regulatory, or data/privacy concerns.
  • Interactions with third-party service providers (AMCs, insurers, banks, KRAs) facilitated via the Platform.

3. Grievance Reporting Mechanism

3.1 Channels for Users to Lodge Grievances:

  • Email: [Grievance Officer Email]
  • Phone: [Phone Number]
  • Postal Address: [Registered Office Address]
  • In-app/Website Form: Available under “Contact Us / Grievance” section

3.2 Information to Provide:

When submitting a grievance, users should provide:

  • Full name and contact details
  • Account or registration ID (if applicable)
  • Nature and details of the grievance
  • Relevant documents, screenshots, or transaction details
  • Preferred resolution, if any

3.3 Acknowledgment of Complaint:

  • All complaints will be acknowledged within 24–48 hours of receipt.
  • Users will receive a unique complaint reference number for tracking.

4. Grievance Resolution Process

4.1 Initial Assessment:

  • The Grievance Officer reviews the complaint to determine the nature, urgency, and category of the grievance.
  • If the grievance involves regulatory compliance, data privacy, or third-party providers, relevant teams or authorities are engaged.

4.2 Investigation & Resolution:

  • Niyyam will investigate the grievance, collect necessary information, and determine a resolution.
  • Users may be contacted for additional clarification or documentation.

4.3 Resolution Timeline:

  • Simple grievances: Resolved within 7 business days.
  • Complex grievances: Resolved within 30 calendar days, with periodic updates provided to the user.

4.4 Communication of Resolution:

  • Users will be informed of the outcome, corrective measures, and next steps via email, phone, or in-app notifications.

5. Escalation Mechanism

If a user is not satisfied with the resolution provided by Niyyam:

  1. First Escalation: Escalate to the Senior Grievance Officer / Head of Compliance at Niyyam.
  2. Second Escalation: Approach the relevant statutory grievance redressal mechanism:
    1. For SEBI-regulated mutual fund transactions: SEBI SCORES (https://scores.gov.in)
    1. For IRDAI-regulated insurance transactions: Integrated Grievance Management System (https://igms.irda.gov.in)
    1. For Data Privacy concerns: Central or State DPDP authority under the Digital Personal Data Protection Act, 2023

6. Record Keeping

  • All grievances, correspondence, and resolution details will be maintained for a minimum of 5 years or as required by law.
  • Records will include:
    • Complaint reference number
    • User details
    • Date and time of grievance submission
    • Investigation notes
    • Resolution provided and date of closure

7. User Rights and Responsibilities

7.1 Users have the right to:

  • Receive timely acknowledgment and updates on their grievance
  • Seek resolution through internal and statutory escalation mechanisms
  • Receive a clear explanation of the resolution

7.2 Users are responsible for:

  • Providing accurate and complete information when filing a grievance
  • Responding promptly to requests for clarification or additional documents
  • Maintaining confidentiality of their account credentials

8. Platform Responsibilities

Niyyam will:

  • Ensure grievances are handled fairly, promptly, and transparently
  • Maintain confidentiality of user data and personal information
  • Provide users with assistance and guidance throughout the grievance process
  • Continuously monitor and improve grievance handling procedures in compliance with regulations

9. Contact & Grievance Officer

For filing a grievance, clarification, or follow-up:

Grievance Officer:
Tech Margon Wealth Pvt. Ltd. (Niyyam)
Email: ashok@niyyam.com
Postal Address: 1,2 A1 Block, 4th Floor, Above Chef Bakers’ ITPL Main Road, Near Brookefield Hospital, Kundanhalli, Bangalore-560037, Karnataka