1. Purpose

This Grievance Redressal Policy (“Policy”) establishes the structured process for receiving, addressing, resolving, and documenting client grievances related to the services of VR Financial Services (“VRFS”), operating as a regulated distributor under AMFI, IRDAI, PFRDA, and RBI frameworks.

The objective is to ensure:

• Transparent complaint handling

• Time-bound resolution

• Regulatory compliance

• Improved client service quality

​

2. Scope

Covers grievances related to:

• Mutual fund distribution

• Insurance distribution

• Pension distribution

• Fixed income product distribution

• Platform access (RedVision portal)

• Communication issues (email/WhatsApp/calls)

• Data-related queries

• Incorrect statements or reporting

• Service delays

• Fraud or impersonation attempts

Excludes:

• Market performance complaints

• Product returns or guarantees (VRFS provides none)

• Advisory-related disputes (VRFS is not an advisor)

​

3. Fraud & Impersonation Grievance Clause 

Clients may file grievances related to fraudulent communication, impersonation attempts, unauthorised payment requests, or misuse of VRFS’s name or branding, including:

• Fake WhatsApp/Telegram/Social media accounts

• Individuals misrepresenting themselves as VRFS

• Unauthorised requests for funds, documents, or OTPs

• Phishing links or suspicious login pages

• Fraudulent investment promises claiming VRFS endorsement

VRFS will:

• Acknowledge the complaint

• Log and classify it as a “Fraud/Impersonation Incident”

• Advise the client on safety measures

• Escalate to law enforcement or regulator if required

• Take steps to protect the brand and notify impacted users

VRFS is NOT liable for:

• Losses arising from fraudulent activities outside official VRFS platforms

• Funds sent to personal accounts or unverified channels

• OTP/password sharing by the client

• Acting on communication not originating from vrfinserv.com channels

This structure ensures:
Clients CAN report fraud → VRFS logs and escalates → VRFS is NOT liable for external fraud losses.

​

4. Levels of Redressal
LEVEL 1 – VRFS Grievance Cell

Email: contact@vrfinserv.com

Acknowledgment: Within 1 business day
Resolution target: Within 7 business days

Details to include in complaint:

• Full Name

• Registered Mobile Number

• Nature of grievance

• Supporting documents/screenshots

• Platform involved (Website/RedVision/AMC/Insurer)

LEVEL 2 – Senior Management Escalation

If not resolved within 7 days:

Email: rrr@vrfinserv.com

Resolution: Within 7 additional business days

​

LEVEL 3 – Regulatory Channels

If still unresolved, clients may escalate directly to:

For Mutual Funds:

SEBI SCORES: https://scores.gov.in

AMFI Helpline: https://www.amfiindia.com

For Insurance:

IRDAI Grievance Cell
Complaints Portal (IGMS): https://igms.irda.gov.in

For Pension (NPS):

PFRDA Central Grievance Management System (CGMS)

For Bank/NBFC Products:

Relevant bank/NBFC grievance redressal channel

​

5. Responsibilities of VRFS

VRFS will:

• Acknowledge grievances promptly

• Maintain confidentiality

• Document and log every grievance

• Provide fair and unbiased resolution

• Coordinate with AMCs, insurers, RTAs, RedVision, and intermediaries

• Provide updates to clients

• Comply with SEBI/IRDAI/PFRDA norms

​

6. Closure of Grievance

A grievance is considered resolved when:

• The client’s issue is addressed satisfactorily, OR

• A formal explanation is provided with reasons, OR

• The issue is proven external to VRFS (third-party platform outage, AMC delay, etc.)

​

7. Record Keeping

VRFS will maintain:

• Grievance logs

• Acknowledgments

• Actions taken

• Closure notes

for a minimum of 8 years, or as per applicable regulations.

​

8. Fraud Reporting Advisory

Clients are reminded:

VRFS never requests payments into personal accounts

VRFS never asks for OTPs/passwords

Only emails from @vrfinserv.com and communication through verified VRFS channels are valid

Payments must always be made directly to AMCs, Insurers, Banks, or authorised intermediaries

Any suspicious message should be forwarded to: contact@vrfinserv.com

​

9. Contact Information

VR Financial Services
Email: contact@vrfinserv.com

Website: www.vrfinserv.com

Client Portal: portfolio.vrfinserv.com