Annexure A

Investor Charter in respect of Investment Adviser (IA)

  1. Vision and Mission Statements for investors

Vision

Invest with knowledge & safety.

Mission

Every investor should be able to invest in right investment products based on their needs, manage and monitor them to meet their goals, access reports and enjoy financial wellness.

  1. Details of business transacted of Capital Builder Financial Services with respect to the investors.
  • To enter into an agreement with the client providing all details including fee details, aspect of Conflict of interest disclosure and maintaining confidentiality ofinformation.
  • To do a proper and unbiased risk – profiling and suitability assessment of theclient.
  • To obtain registration with Know Your Client Registration Agency (KRA) andCentral Know Your Customer Registry (CKYC).
  • To conduct audit annually.
  • To disclose the status of complaints in its website.
  • To disclose the name, proprietor name, type of registration, registration number, validity, complete address with telephone numbers and associated SEBIregional/local Office details in its website.
  • To employ only qualified and certified employees.
  • To deal with clients only from 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.
  1. Details of services provided to investors
  • Onboarding of Clients

o Sharing of agreement copy

o Completing KYC of clients

  • Disclosure to Clients

o To provide full disclosure about its business, affiliations, compensation in

the agreement.

o To not access client’s accounts or holdings for offering advice.

o 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.

  1. Details of grievance redressal mechanism and how to access it
    1. In case of any grievance / complaint, an investor should approach the concerned Investment Adviser and shall ensure that the grievance is resolved within 30 days.
    2. If the investor’s complaint is not redressed satisfactorily, one may lodge a complaint with SEBI on SEBI’s ‘SCORES’ portal which is a centralized web based complaints redressal system. SEBI takes up the complaints registered viaSCORES with the concerned intermediary for timely redressal. SCORES facilitates tracking the status of the complaint.
  • With regard to 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.
  1. Expectations from the investors (Responsibilities of investors)

Do’s

  1. Always deal with SEBI registered Investment Advisers.
  2. Ensure that the Investment Adviser has a valid registration certificate.
  1. Pay only advisory fees to your Investment Adviser. Make payments of advisoryfees through banking channels only and maintain duly signed receiptsmentioning the details of your payments.
  2. Always ask for your risk profiling before accepting investment advice. Insist thatInvestment Adviser provides advisory strictly on the basis of your risk profiling andtake into account available investment alternatives.
  3. Ask all relevant questions and clear your doubts with your InvestmentAdviser before acting on advice.
  • Assess the risk–return profile of the investment as well as theliquidity 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 anyInvestment Adviser.
  1. Be vigilant in your transactions.
  2. Approach the appropriate authorities for redressal of your doubts / grievances.
  3. 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 theInvestment Advisers. Don’t let greed overcome rational investment decisions.
  1. 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 InvestmentAdvisers.
  • Do not fall prey to limited period discount or other incentive, gifts, etc. offered byInvestment advisers.
  • Don’t rush into making investments that do not match your risk takingappetite and investment goals.
  1. Do not share login credential and password of your trading and demat accountswith the Investment Adviser.

Annexure B

Data for the month ending

Sr.NoReceived fromPending at the end of last monthReceivedResolvedTotal PendingPending complaints 3monthsAverage Resolution time^(in days)
1Directly from Investors000000
2SEBI (SCORES)000000
3Other Sources (if any)000000
Grand Total000000

**Average Resolution time is the sum total of time taken to resolve each complaint in days ,in the current month divided by to toal number of complaints resolved in the current month**


Trend of monthly disposal of complaints

Sr. No.MonthCarried forward from previous monthReceivedResolved*Pending#
1April,20210000
2May,20210000
3June,20210110
4July,20210000
5Aug,20210000
6Sept,20210000
7Oct,20210000
8Nov,20210000
9Dec,20210000
10Jan,20220000
11Feb,20220000
12March,20220000
GrandTotal0110

***Inclusive of complaints of previous months resolved in the current month. #Inclusiveof complaints pending as on the last day of the month. **


Trend of annual disposal of complaints

Sr.No.YearCarried forward from previous yearReceivedResolved*Pending#*
1 2016-17 0 11 0
2 2017-18 0 22 0
32018-190 220
42019-200 770
52020-210 220
62021-220 110
Grand Total 0 15 15 0

Annexure C

Compliant redressal

 

  1. Clients can seek clarification to their query and are further entitled to make a complaint in writing, orally or telephonically. An email may be sent to the Client Servicing Team on complaints@capitalbuilder.in Alternatively, the Investor may call on 8815278555
  2. A letter may also be written with their query/complaint and posted at the below mentioned address:

Capital Builder Financial Services

D-1, HIG Colony, Behind Shopping Complex,

Ab Road, Indore (M.P.) Pin – 452001

 

  1. Clients can write to us at info@capitalbuilder.in , if the Investor does not receive a response within 10 business days of writing to the Client Servicing Team. The client can expect a reply within 10 business days of approaching the Investment Advisor.
  2. In case you are not satisfied with our response you can lodge your grievance with SEBI at http://scores.gov.in or you may also write to any of the offices of SEBI. SCORES may be accessed thorough SCORES mobile application as well, same can be downloaded from below link:

https://play.google.com/store/apps/details?id=com.ionicframework.sebi236330