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If a bond issuer, mutual fund, registrar or intermediary has mishandled your investment, complain to that regulated entity first. For a debt mutual fund, start with the fund or its Investor Service Centre and then the designated Investor Relations Officer. For a bond or other security, use the issuer’s, registrar’s, intermediary’s or other designated grievance channel. If the reply is missing or unsatisfactory, file a documented complaint on SEBI’s SCORES portal within one year of the cause of action, keep the registration number, and track the review deadlines.
A fall in a debt-fund NAV or a bond’s market price is not, by itself, proof of misconduct and does not mean SEBI will refund the loss. SCORES is a grievance-facilitation system, not a court. It is most useful for identifiable failures such as unauthorized transactions, delayed or missing redemption, non-payment of interest, incorrect processing, mis-selling, misleading disclosure, or failure to provide records. A dispute that requires a binding decision about rights, facts or compensation may need SMART ODR, a consumer court, another civil remedy or qualified securities-law advice.
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What kind of bond or debt-fund problem can SEBI’s complaint process address?
SCORES is designed for a specific service or conduct grievance involving a SEBI-regulated entity. Your complaint should identify what the entity did or failed to do, when it happened, the records supporting your account, and the remedy you want. A general statement that an investment “lost money” is usually too broad.
Problems that can support a detailed complaint
- An unauthorized purchase, sale, switch, pledge or redemption.
- A redemption, maturity payment or interest payment that was not processed or was delayed without an adequate explanation.
- An incorrect account, folio, demat or transaction record.
- Failure to provide statements, contract notes, scheme documents or other records you are entitled to receive.
- Mis-selling, misleading statements or material omissions about a scheme or bond.
- A processing or service failure by an asset manager, issuer, registrar, broker, platform or other regulated intermediary.
What a market loss alone does not establish
Debt securities can lose value because of interest-rate movements, credit concerns, liquidity conditions or other market factors. Those results are investment risk unless you can point to a separate service or conduct failure. Do not present ordinary volatility as misconduct without evidence of an unauthorized act, incorrect processing, misleading disclosure or another specific breach.
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What should I collect before escalating the complaint?
Build one evidence file before you contact SEBI. A clear chronology and numbered attachments make it easier for the entity and SEBI to understand the issue and reduce the risk that the complaint is treated as incomplete or unsupported.
Core identity and account records
- Your name, PAN, postal address, email address and phone number used for the investment.
- The mutual-fund folio, demat-account or client-account number, as applicable.
- Transaction confirmations, contract notes, account statements and consolidated statements.
- The scheme information document, statement of additional information, bond issue document, term sheet or other relevant disclosure.
Proof of the alleged failure
- The purchase, redemption, maturity or interest-payment date and amount.
- Bank entries or payment confirmations showing money paid or expected.
- Emails, letters, portal messages and call records with dates and names where available.
- Your first complaint to the entity, its acknowledgement or reference number, and the written response.
- Screenshots or downloaded copies of relevant account pages, preserving the date shown on the page.
Use a short chronology rather than a long narrative. End it with one precise remedy: release a specified payment, correct a statement, reverse an unauthorized transaction, provide a missing record, explain a processing failure, or conduct a documented review. SCORES guidance excludes anonymous, incomplete, non-specific and unsupported allegations, so each important assertion should point to an attachment.
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SEBI expects investors to approach the concerned entity before opening a SCORES case. Keep proof that you sent the complaint and preserve the entity’s reply, even when the reply does not resolve the issue.
Debt mutual fund
Write to the mutual fund or its Investor Service Centre using the contact details in the fund’s official documents or website. If the issue remains unresolved, escalate to the designated Investor Relations Officer identified in the scheme information document or on the fund’s website. State the folio, scheme, transaction date, amount and remedy in the first message.
Individual bond or listed debt security
Identify which participant is responsible: the issuer, registrar, broker, depository participant, platform or another intermediary. Use the designated complaint, compliance or grievance channel named in the issue documents or official website. For a missed coupon or redemption, attach the payment schedule, proof of holding and the communication in which you sought payment.
Keep delivery evidence
Save the sent email, web-form confirmation, postal receipt, ticket number and any acknowledgement. If an entity provides only a telephone response, send a follow-up email recording what was said and ask for written confirmation. This creates a dated record for the later SCORES filing.
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How do I file a complaint on SCORES?
Use the official SCORES portal after the entity-level complaint has failed or received no adequate response. The labels can change as SEBI updates the interface, but the filing requires identification, the concerned entity, a factual description, supporting records and a specific requested resolution.
- Register or sign in. Create an investor account or log in with the required contact and KYC information. Use an email address and phone number you will continue to monitor.
- Select the responsible entity. Choose the mutual fund, issuer, registrar, intermediary or other SEBI-regulated entity that handled the transaction or failed to provide the service. If more than one entity may be responsible, explain each entity’s role rather than submitting an unstructured list.
- Identify the investment. Enter the folio, demat or client-account number, scheme or bond name, transaction reference and relevant dates. Mask information that is not needed for identification, but do not omit the details required to locate the record.
- Write the chronology. Put events in date order: purchase or holding, maturity or redemption request, payment due date, your first complaint, the entity’s response and the unresolved point.
- Describe the conduct issue. Say whether the allegation concerns an unauthorized transaction, non-payment, delayed processing, disclosure, mis-selling, missing records or another concrete service failure. Do not rely on a sentence such as “the fund lost my money.”
- State the remedy. Ask for the exact action you want, such as release of a named coupon, correction of a transaction entry, reversal of an unauthorized debit, delivery of statements or a written explanation of a processing decision.
- Upload the evidence. Attach the first complaint, response, statements, confirmations, issue documents, payment proof and communications. Name files so the reviewer can match them to points in your chronology.
- Submit and record the number. Save the unique SCORES registration number, a PDF or screenshot of the submitted complaint and a copy of every upload. Use the dashboard to watch for the entity’s Action Taken Report or a request for clarification.
What are the SCORES deadlines?
The following figures are the current process periods described by SEBI’s SCORES FAQ and the 2023 SCORES framework, checked October 2026. Calendar-day wording matters: do not assume that weekends or holidays extend a deadline unless the portal or an updated SEBI notice says so.
| Stage | Current period | What you should do |
|---|---|---|
| Initial SCORES filing | Within one year from the occurrence of the cause of action | File promptly after the entity-level complaint fails; the clock is tied to the cause of action, not automatically to the original purchase date. |
| Entity Action Taken Report | 21 calendar days | Monitor the case and retain the report; an absent report can trigger automatic first-level escalation. |
| Request for first-level review | Within 15 calendar days of the applicable Action Taken Report | Use the review function if the entity’s response is incomplete, unsupported or does not provide the requested remedy. |
| First-review Action Taken Report | 10 calendar days | Read the designated body’s response and record when it is posted. |
| Request for second-level review | Within the next 15 calendar-day review window | Escalate to SEBI through the portal if you remain dissatisfied with the designated body’s response. |
If the concerned entity does not submit its Action Taken Report within 21 calendar days, the complaint may be automatically escalated to first-level review by the designated body, or by SEBI where no designated body exists. Automatic escalation does not remove your responsibility to monitor the portal and answer any clarification request.
What happens after a SCORES complaint is submitted?
The concerned entity prepares an Action Taken Report (ATR) explaining the steps it took. The report may offer documents, a correction, a payment explanation or a refusal. Read it against the remedy you requested rather than treating any response as a resolution.
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Download the report and any supporting document, then verify that the promised correction or payment actually appears in your account. If the entity says a transfer was made, check the bank or demat record and retain the evidence.
If the ATR is inadequate
Request first-level review through SCORES within 15 calendar days of the applicable ATR. Explain exactly what is missing, identify the attachment that disproves or qualifies the entity’s statement, and restate the unresolved remedy in one sentence.
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If the first review does not resolve it
Use the second-level review option from SEBI within the next 15-calendar-day window. Respond to questions from the entity, designated body or SEBI as soon as possible and upload only relevant, legible documents. Keep a timeline of every portal event.
Should I use SCORES or SMART ODR?
Choose based on the character of the problem. SCORES is a regulator-facilitated grievance route; SMART ODR is an online dispute-resolution process that can move from pre-conciliation to conciliation and, where necessary, arbitration. You must first take up the matter with the intermediary before using SMART ODR.
| Question | SCORES | SMART ODR | Court or other civil remedy |
|---|---|---|---|
| Best suited to | Service or conduct grievance involving a SEBI-regulated entity | A dispute requiring structured settlement discussions or arbitration | Claims requiring judicial determination of rights, facts or compensation |
| Mechanism | Complaint, entity ATR and review stages | Pre-conciliation, conciliation and possible arbitration | Formal pleadings, evidence and a decision under the applicable law |
| Outcome authority | Facilitates a response; does not adjudicate the dispute | May produce a settlement or arbitral outcome under the process rules | Adjudicatory order or other legally enforceable relief, subject to the forum |
| Important interaction | A pending SCORES matter may be treated as disposed if you opt for ODR | Consider the effect on any open SCORES case before starting | Proceedings may affect whether a parallel SCORES complaint is accepted |
SCORES may be unsuitable when the case involves competing private rights, disputed questions of law or fact, or a demand for compensation that requires adjudication. Consider SMART ODR, a consumer court, another appropriate civil remedy or qualified securities-law advice in that situation. No route guarantees recovery of a market loss.
Which complaints can SCORES reject or exclude?
SEBI guidance describes categories that are not handled as ordinary SCORES complaints. Checking these before filing prevents a delay caused by choosing the wrong channel.
- Anonymous complaints or submissions that do not provide the information needed to identify the investor and transaction.
- Incomplete, vague or non-specific allegations.
- Claims with no supporting documents where records are reasonably available.
- Suggestions, requests for general guidance or opinions rather than a grievance requiring action.
- Matters outside the securities market or under another regulator or ministry.
- Cases already pending before a court or quasi-judicial body.
- Disputes pending in an online dispute-resolution process.
- Market-intelligence information that belongs on SEBI’s separate reporting channel rather than a personal grievance.
If your issue falls into one of these categories, filing repeatedly on SCORES is unlikely to create a remedy. Select the channel with authority to decide the issue and attach proof of any earlier proceeding.
How should I word the complaint?
A short, numbered format is easier to review than an emotional or speculative account. You can adapt this structure in the portal’s description field:
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Entity and investment: [AMC, issuer, registrar or intermediary]; scheme or bond; folio, demat or transaction reference.Timeline: [purchase or holding date]; [maturity, coupon or redemption date]; [first complaint date and reference]; [response date].Problem: [specific unauthorized act, non-payment, delay, processing error, disclosure issue or missing record].Evidence: Attachment 1 proves [fact]; Attachment 2 shows [communication or payment]; Attachment 3 is the entity’s response.Relief requested: [one precise correction, payment, document, reversal or written explanation].Prior escalation: I first approached [entity] on [date] under reference [number]; the response was [brief reason it remains unresolved].
Use neutral language and separate facts from inferences. If you believe a disclosure was misleading, quote the relevant passage, identify what was omitted or incorrect, and explain how the statement affected the transaction. If you allege an unauthorized transaction, state when you noticed it and the immediate steps you took to report it.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.How do common bond and debt-fund situations fit the process?
Delayed mutual-fund redemption
First ask the fund or Investor Service Centre to explain the delay and provide the folio, redemption request, expected settlement date and bank details. A SCORES complaint is stronger when it alleges a processing or service failure and asks for release of the amount or a documented explanation, rather than simply claiming that the NAV fell after the request.
Missed bond interest or redemption
Complain to the responsible issuer or registrar and attach proof of holding, the payment schedule and the failed or missing credit. If an intermediary handled the transaction or failed to pass on a notice, include that entity’s role and the separate complaint reference.
Unauthorized switch, sale or pledge
Notify the fund, broker, registrar or depository participant immediately through its prescribed channel, secure account access and request the transaction records. In SCORES, identify the disputed entry, the date you detected it, your earlier report and the specific reversal or investigation requested.
Loss after a credit downgrade or interest-rate move
A price or NAV decline is ordinarily an investment outcome. A complaint may become appropriate only if you can identify a separate failure, such as a misleading risk disclosure, an unauthorized transaction or an incorrect statement. Explain that separate issue and do not ask SCORES to set a market price or guarantee a return.
How can I avoid losing the complaint’s procedural record?
- Use one folder containing the original files, a chronology and a list of every reference number.
- Save the submitted SCORES form and each uploaded document before leaving the portal.
- Record the date on which each ATR or review response becomes available.
- Set reminders before each 15-calendar-day review window expires.
- Answer clarification requests through the portal and keep a copy of the response.
- Do not open duplicate complaints for the same facts unless the portal or SEBI directs you to do so; explain any related case numbers.
- Update your email and phone details if they change so you do not miss a portal notification.
What can SEBI’s process and other remedies realistically achieve?
SCORES can bring the grievance to the regulated entity’s attention, require a recorded Action Taken Report and provide review stages when the response is unsatisfactory. It does not function as a court, determine third-party rights or automatically award compensation for an investment that declined in value.
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When the central issue is a private dispute about liability, facts or compensation, SMART ODR or a court may be more suitable. Obtain advice from a qualified securities lawyer or other appropriate professional when the amount, limitation risk, insolvency issues or factual complexity justifies it. Keep all records regardless of the route you choose.
Key takeaway
Start with the mutual fund, issuer, registrar or intermediary; document a concrete service or conduct failure; then use SCORES within one year and watch the 21-day and 15-day calendar windows. Treat SCORES as a structured facilitation and review process, not as a promise that SEBI will reverse an ordinary market loss.
Frequently Asked Questions
Does the one-year SCORES limit run from the date I bought the bond or fund?
Not necessarily. SEBI’s current FAQ ties the period to the occurrence of the cause of action, such as a missed payment, processing failure or other complained-of event. Identify that event clearly in your chronology and file promptly rather than assuming the purchase date controls.
Can I file on SCORES without knowing the exact department that handled my transaction?
You should identify the regulated entity responsible for the problem, but you do not need to guess an internal department. Select the mutual fund, issuer, registrar or intermediary in SCORES and describe the entity’s role; the entity can route the case internally.
What if the entity sends an Action Taken Report but the money still has not arrived?
Treat the report as unresolved if it promises payment without proof of completion. Check your bank or demat record, upload the discrepancy through the review function and state the outstanding amount and due date rather than closing the complaint.
Can I start SMART ODR after opening a SCORES case?
You may choose ODR after first approaching the intermediary, but starting ODR while SCORES is pending can cause the SCORES complaint to be treated as disposed. Decide which process should carry the dispute and preserve the case numbers and documents before switching.
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