Investor Charter & Disclosures
The disclosures SEBI requires us to publish, in one place: our Investor Charter, how to raise and escalate a grievance, our complaints history, and how advisory fees may be paid.
For compliance to close before publishing. The complaints tables below carry no data and must be populated and refreshed on the prescribed cycle. One inconsistency to resolve: the Investor Charter (section D) states grievances are resolved within 30 days, while our Grievance Redressal Mechanism commits to 15 days. Fifteen is the stricter promise, but the two should be reconciled or the difference explained.
1. Investor Charter
A. Vision and Mission Statements for Investors
Vision
Invest with knowledge & safety.
Mission
Every investor should be able to invest in the right investment products based on their needs, manage, and monitor them to meet their goals, access reports, and enjoy financial wellness.
B. Details of Business Transacted by the Investment Adviser with Respect to the Investors
- To enter into an agreement with the client providing all details including fee details, aspects of Conflict-of-interest disclosure, and maintaining confidentiality of information.
- To do a proper and unbiased risk-profiling and suitability assessment of the client.
- To obtain registration with Know Your Client Registration Agency (KRA) and Central Know Your Customer Registry (CKYC).
- To conduct an audit annually.
- To disclose the status of complaints on its website.
- To disclose the name, proprietor name, type of registration, registration number, validity, complete address with telephone numbers, and associated SEBI regional/local Office details on its website.
- To employ only qualified and certified employees.
- To deal with clients only from the official number.
- To maintain records of interactions with all clients including prospective clients (prior to onboarding), where any conversation related to advice has taken place.
C. Details of Services Provided to Investors
Onboarding of Clients
- Sharing of agreement copy
- Completing KYC of clients
Disclosure to Clients
- To provide full disclosure about its business, affiliations, compensation in the agreement.
- To not access client's accounts or holdings for offering advice.
- To disclose the risk profile to the client.
- To provide investment advice to the client based on the risk-profiling of the clients and suitability of the client.
D. Details of Grievance Redressal Mechanism and How to Access It
- In case of any grievance/complaint, an investor should approach the concerned Investment Adviser and ensure that the grievance is resolved within 30 days.
- If the investor's complaint is not redressed satisfactorily, one may lodge a complaint with SEBI on SEBI's ‘SCORES’ portal, a centralized web-based complaints redressal system. SEBI takes up the complaints registered via SCORES with the concerned intermediary for timely redressal. SCORES facilitates tracking the status of the complaint.
- For physical complaints, investors may send their complaints to: Office of Investor Assistance and Education, Securities and Exchange Board of India, SEBI Bhavan, Plot No. C4-A, ‘G’ Block, Bandra-Kurla Complex, Bandra (E), Mumbai – 400 051.
E. Expectations from the Investors (Responsibilities of Investors)
Do's
- Always deal with SEBI registered Investment Advisers.
- Ensure that the Investment Adviser has a valid registration certificate.
- Check for SEBI registration number. Please refer to the list of all SEBI registered Investment Advisers which is available on the SEBI website under Recognised Intermediaries.
- Pay only advisory fees to your Investment Adviser. Make payments of advisory fees through banking channels only and maintain duly signed receipts mentioning the details of your payments.
- Always ask for your risk profiling before accepting investment advice. Insist that the Investment Adviser provides advisory strictly on the basis of your risk profiling and takes into account available investment alternatives.
- Ask all relevant questions and clear your doubts with your Investment Adviser before acting on advice.
- Assess the risk–return profile of the investment as well as the liquidity and safety aspects before making investments.
- Insist on getting the terms and conditions in writing duly signed and stamped. Read these terms and conditions carefully, particularly regarding advisory fees, advisory plans, category of recommendations, etc., before dealing with any Investment Adviser.
- Be vigilant in your transactions.
- Approach the appropriate authorities for redressal of your doubts/grievances.
- Inform SEBI about Investment Advisers offering assured or guaranteed returns.
Don'ts
- Don't fall for stock tips offered under the pretext of investment advice.
- Do not provide funds for investment to the Investment Adviser.
- Don't fall for the promise of indicative or exorbitant or assured returns by the Investment Advisers. Don't let greed overcome rational investment decisions.
- Don't fall prey to luring advertisements or market rumors.
- Avoid doing transactions only on the basis of phone calls or messages from any Investment Adviser or its representatives.
- Don't take decisions just because of repeated messages and calls by Investment Advisers.
- Do not fall prey to limited period discounts or other incentives, gifts, etc., offered by Investment Advisers.
- Don't rush into making investments that do not match your risk-taking appetite and investment goals.
- Do not share login credentials and passwords of your trading and demat accounts with the Investment Adviser.
2. Grievance Redressal Mechanism
Raise it with Fliber
In case of any grievance or complaint, you can open a complaint ticket on our website through the Get In Touch section, or reach us by email at info@fliber.in. We shall ensure that the grievance is addressed within 15 days from the date of receipt of the grievance. In case of any delay beyond 15 days in resolving your grievance, we shall communicate the same to you.
Escalate to SEBI
In case you are not satisfied with our response, you can lodge your grievance with SEBI at scores.sebi.gov.in, or you may also write to any of the offices of SEBI. For any queries, feedback or assistance, please contact the SEBI Office Toll-Free Helpline at 1800 22 7575 or 1800 266 7575.
Online dispute resolution
Your attention is drawn to SEBI circular no. SEBI/HO/OIAE/OIAE_IAD-1/P/CIR/2023/131 dated July 31, 2023 on “Online Resolution of Disputes in the Indian Securities Market”. A common Online Dispute Resolution Portal (“ODR Portal”), which harnesses conciliation and online arbitration for resolution of disputes arising in the Indian Securities Market, has been established. The ODR Portal can be accessed at smartodr.in.
3. Complaints History
Complaints for the month
| Received from | Pending at the end of last month | Received | Resolved | Total pending | Pending complaints > 3 months | Average resolution time (days) |
|---|---|---|---|---|---|---|
| No rows to show | ||||||
Trend of monthly disposal of complaints
| Month | Carried forward from previous month | Received | Resolved | Pending |
|---|---|---|---|---|
| No rows to show | ||||
Inclusive of complaints of previous months resolved in the current month. Inclusive of complaints pending as on the last day of the month.
Trend of annual disposal of complaints
| Year | Carried forward from previous year | Received | Resolved | Pending |
|---|---|---|---|---|
| No rows to show | ||||
Inclusive of complaints of previous years resolved in the current year. Inclusive of complaints pending as on the last day of the year.
4. Advisory Fee Payment Mechanism
Our esteemed customers can pay our advisory fees using any of the following channels.
1. UPI
We encourage you to pay us using UPI. To make your payments secure, we have a validated UPI handle:
lookinglaz.ia@validkpay
You can also scan the QR code below and pay us.
2. Online bank transfer
You can also pay us using NEFT, RTGS or IMPS. For details of the bank account, please refer to the Investment Adviser Agreement.
Please pay advisory fees only through banking channels, and keep the duly signed receipt showing the details of your payment. We never accept fees in cash, and never into a personal account.
FAQ for Advisory Fee Payment Mechanism
1. Is it compulsory for the investors to use the new handle only?
The investors can choose their preferred mode of payment, such as UPI, IMPS, NEFT, RTGS, or Cheques. If an investor opts to use UPI for the payment to registered intermediaries, then they have to do so only using the new UPI IDs allotted to registered intermediaries.
2. What should I check while making payment using the new UPI IDs / QR Code?
Investors need to keep the following things into consideration:
- The UPI ID should properly show the name of the intermediary, followed by the short abbreviation of their category (for example “brk” for Brokers, “mf” for Mutual Funds) to the left of the “@” character.
- On the right side of the “@”, the new and exclusive handle “@valid” should be present, followed by the bank name.
- On the confirmation screen, the app should show a white thumbs-up icon inside a green triangle.
- The QR code generated using the utility will have a white thumbs-up icon inside a green triangle. It will also display the UPI ID just below the QR code.
3. Do investors also need to obtain new UPI handles to transact in the securities market?
No, the new UPI IDs are only for intermediaries to obtain and investors can continue to use their existing UPI IDs.
4. Whom to approach if my transaction / payment fails with the new UPI ID?
The secure validated UPI ID of intermediaries will use the same banking channel as the earlier generic UPI handles. In case of any technical difficulty, investors are requested to approach their respective bank.
5. Accessibility
We are working to make our digital platforms usable by everyone, including persons with disabilities, in line with SEBI's digital accessibility requirements and WCAG 2.1 Level AA.
- Accessibility Nodal Officer: [name, email and phone to be assigned]
- Report an accessibility problem: info@fliber.in, or through the grievance process above
- Full accessibility statement: read our Accessibility Statement