Grievance Redressal

Grievance Redressal

1. Our commitment

TRADE SENSI exists to help readers understand the market, and readers should be able to tell us when we fall short. If you are unhappy with something on our website, you have the right to complain, and we have a duty to listen, look into it fairly and answer you.

This page explains how to raise a grievance, who looks at it, how long it takes and what you can do if you are not satisfied with our answer. We have written it in plain language, because a complaint process that no one can understand is not much use.

This page applies to [website URL] and to every service we run, including our articles, newsletters, social media channels and the AI prompt box. It is published in line with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Digital Personal Data Protection Act, 2023 and other Indian laws that apply to us.

2. Our grievance redressal principles

We follow five simple principles whenever someone brings a complaint.

• Anyone can complain. You do not need to be a subscriber or a registered user. Readers, companies, officials, journalists and members of the public are all welcome to write.
• Every complaint is read. No complaint is ignored, even if we decide that no action is needed. You will always get a reply with reasons.
• Fair and impartial review. The person who reviews your complaint will not be the one whose work is being complained about, wherever that is possible.
• Speed. We set clear timelines and we try to beat them, especially for urgent issues.
• No retaliation. We will never treat you worse because you complained.

3. Our Grievance Officer

In line with Indian law, we have appointed a Grievance Officer to receive and resolve complaints.

Name: [Full Name]

Designation: Grievance Officer, [Company Name]

Email: [grievance email]

Phone: [Phone number] (Monday to Friday, 10:00 AM to 6:00 PM IST, closed on public holidays)

Postal address: [Company Name], [Full Address], [City, State, PIN Code], India

The Grievance Officer is responsible for receiving your complaint, making sure it reaches the right person, tracking it until it is resolved and giving you the final answer.

If the Grievance Officer is unavailable, a backup officer, [Name, email], will handle complaints so that nothing is delayed.

4. What you can complain about

You can use this process for any of the following.

4.1 Content on the website

• An article, video, chart or post that you believe is false, misleading, defamatory or unfair to you or your organisation
• Content that is hateful, abusive, obscene or otherwise unlawful
• Content that violates your copyright, trademark or other intellectual property rights
• Content that shares your private or personal information without your permission
• Content that impersonates you or your organisation
• Sponsored content or advertisements that you find misleading or inappropriate

For simple factual errors such as a wrong number, date or name, you can also use our Correction Policy, which has a faster path for fixing them.

4.2 Privacy and personal data

• A request to access, correct or delete your personal data
• A request to withdraw your consent for emails or data processing
• A concern about how your data has been used or shared
• A suspected data breach involving information we hold

Our Privacy Policy explains how we handle personal data.

4.3 The AI assistant

• An answer from the AI prompt box that was harmful, offensive, biased or seriously wrong
• A concern about how your prompts were stored or used
• An answer that appears to reveal someone else's personal information

4.4 Newsletter and communications

• Emails you did not subscribe to
• Unsubscribe requests that were not honoured
• Messages sent in our name that you think are fake

4.5 Website and service issues

• Problems that stop you from using the site, forms or the AI assistant
• Accessibility problems that make the site hard to use
• Any other issue with our service that you believe we should fix

4.6 Misconduct and ethics

• A writer, editor or staff member who has broken our Editorial Policy, for example by taking payment for coverage or trading on unpublished stories
• Conflicts of interest that were not disclosed

5. What this process does not cover

To help you reach the right place quickly, here is what we cannot handle.

Problems with your broker, demat account or trades. TRADE SENSI is not a broker and does not execute trades. Please contact your broker first. If you are not satisfied, you can raise a complaint through the SEBI SCORES platform or approach the exchange investor grievance channels.

Personal investment advice. We do not give advice, so we cannot take complaints about advice that we did not give. If someone is claiming to give advice or tips in the name of TRADE SENSI, please see section 11.

Disagreement with opinions. If you simply disagree with an analyst's view or an outlook that did not turn out as expected, that is not a grievance. We welcome your feedback through the Contact page, but it does not go through this process.

Disputes with other users or third parties. We cannot resolve disputes between you and other websites, advertisers or companies, though we may help by passing on your concern.

6. How to file a grievance

You can reach us in any of the following ways.

By email: Write to [grievance email] with the subject line Grievance, followed by a short title of your complaint.

By online form: Use the grievance form on this page.

By post: Send a letter to the Grievance Officer at the address given above.

By phone: Call during business hours. We will ask you to confirm the details in writing so that we have a clear record.

You may write in English, Hindi or another Indian language. If you write in a regional language, it may take a little longer for us to translate and review.

Online form fields

(Place the form here with these fields.)

• Full name
• Email address and phone number
• Type of complaint (dropdown: Content, Privacy and data, Copyright, AI assistant, Newsletter, Technical issue, Misconduct, Other)
• Link to the page or content you are complaining about
• Description of the problem
• What outcome you would like
• Attachments such as screenshots or documents (optional)
• A declaration: I confirm that the information I have given is true and complete to the best of my knowledge.
• A consent checkbox: I agree to the Privacy Policy and allow TRADE SENSI to use my details to deal with this complaint.

Button: Submit Grievance

What to include in your complaint

A clear complaint helps us act faster. Please include:

1. Your name and contact details
2. The exact link or location of the content or issue
3. A clear description of what is wrong and why
4. Any proof or documents that support your claim, such as a copy of the correct figure, a registration certificate, an ownership document or a screenshot
5. What you would like us to do, for example correct, remove, clarify or delete
6. The date and time you noticed the problem

If you are complaining on behalf of someone else or an organisation, please tell us your role and attach proof of your authority to act.

Sample complaint format

Subject: Grievance, incorrect statement about [Company Name]

Name: [Your name]

Contact: [Email and phone]

Link: [Article URL]

Issue: The article published on [date] states that [statement]. This is incorrect because [reason]. A copy of [document] is attached as proof.

Requested action: Please correct the statement and add a correction note.

Declaration: I confirm that the details above are true to the best of my knowledge.

7. What happens after you complain

Here is the journey of a complaint from start to finish.

Step 1: Acknowledgement within 24 hours

We send you an acknowledgement with a unique complaint number. Please keep it, because it is the quickest way to track your case.

Step 2: Initial check

The Grievance Officer reads your complaint, decides what type it is and sends it to the right reviewer. If we need more information, we will write to you. If you do not reply within 7 days, we may close the complaint, and you can reopen it at any time by writing to us with the complaint number.

Step 3: Investigation

A reviewer who is not involved in the original content or decision checks the facts. This may include looking at our sources, speaking to the writer and editor, reading your documents and seeking legal advice where needed.

Step 4: Decision

We decide whether the complaint is upheld, partly upheld or not upheld, and what action to take. Possible actions include correcting an article, adding a note or response, removing content, deleting data, improving the AI assistant, warning or training staff, or making no change.

Step 5: Reply and action

We write to you with our decision, the reasons for it and the action taken. If we make a change, we tell you where to see it.

Step 6: Review and learning

We record the complaint, the outcome and the lessons. Patterns of similar complaints lead to changes in how we work.

8. Timelines

Some cases are complicated, and we may need extra time. If so, we will tell you why and give you a new date.

9. If you are not satisfied: escalation

We want to get it right the first time, but if you feel that your complaint has not been handled properly, you have several options.

Level 1: Grievance Officer

This is where every complaint starts. Write to the Grievance Officer using the details above.

Level 2: Senior review

If you disagree with the decision, reply to our email with the subject Request for escalation and your complaint number. Explain why you think the decision is wrong and share any new evidence. A senior editor or director who was not involved in the first decision will review it and reply within 10 working days. The Editor in Chief, [Name], gives the final internal decision.

Escalation email: [escalation email]

Level 3: External options

If you are still not satisfied, you may use the options available under Indian law, depending on the nature of your complaint.

• Grievance Appellate Committee. For certain complaints about content on online platforms, you can appeal to the Grievance Appellate Committee established under the IT Rules, usually within 30 days of our decision. Please check the official government website for the current process.
• Data Protection Board of India. For personal data complaints, you may approach the Board once it is operational, after first using our grievance process.
• Consumer forums. If you are a consumer and have suffered a loss from a service, you may approach the National Consumer Helpline or the appropriate Consumer Commission under the Consumer Protection Act, 2019.
• Cyber crime portal. For online fraud, impersonation or abuse, you can report to the national cyber crime reporting portal or call the helpline.
• Courts and arbitration. You may also approach a court or arbitration as set out in our Terms and Conditions.

Using our process first usually gives you the fastest answer, but nothing here limits your legal rights.

10. Special rules for certain complaints

10.1 Copyright and intellectual property

If you believe that content on our site infringes your copyright, please send:

• Your name and contact details
• A description of the work you own and proof of ownership
• The link to the content that you say is infringing
• A statement that you are the owner or authorised to act for the owner and that the complaint is made in good faith

We will review it quickly and, if the claim is valid, remove or disable access to the content and tell you. We may also tell the person who posted it. False or abusive claims can have legal consequences for the person who makes them.

10.2 Defamation and reputation

If you think an article is defamatory, please tell us exactly which statements you say are false and give evidence. We will check the article against our sources, ask the writer and editor for their records and, where we find an error, correct it openly. Where we find that the reporting is accurate and fair, we may leave it as it is, but we may offer a right of reply or an update where that is appropriate.

10.3 Privacy and personal data

We may need to confirm your identity before we act on a request about your data, to make sure that the data is not given to or deleted by the wrong person. We will tell you what we need and how we will protect it.

10.4 Complaints by or about children

If you think that a child's data has been collected or that content may harm a child, please tell us right away. We treat these complaints as urgent.

10.5 Sensitive content

Content that contains non-consensual intimate images, impersonation or serious threats to safety is handled as an emergency. Please write to the Grievance Officer with the subject URGENT and the link. We will act within the time that the law requires.

11. Fraud, scams and impersonation

Because we are a market website, scammers may use names like ours to cheat people. Please remember:

• TRADE SENSI will never ask you for money, OTPs, passwords or demat login details.
• We do not run paid WhatsApp or Telegram groups that promise guaranteed profits.
• We do not call or message readers to sell stock tips.
• Our official email addresses end with [domain name].

If you find a fake page, group, profile or message that uses our name, please send us the link and a screenshot. We will take action to report and remove it where we can, and we encourage you to report it to the cyber crime authorities too.

12. Your confidentiality and protection

We keep your complaint and your personal details confidential. We share them only with the people who need them to deal with your complaint, with professional advisers or authorities when the law requires it, or with your consent. If you want us to hide your name from the writer or the public record, tell us, and we will do so where we can without making the investigation unfair.

We do not tolerate retaliation. No one at TRADE SENSI may treat you badly because you made a complaint in good faith.

13. Responsible use of this process

A complaint process works best when everyone uses it honestly. We ask you to:

• Give accurate information and not file false or misleading complaints
• Be polite and respectful to our staff
• Not use the process to harass, threaten or pressure our team or writers
• Not make repeated complaints about the same matter that have already been decided, unless there is new evidence

We may refuse to deal with complaints that are abusive, false or repeated without reason, and we will explain why when we do.

14. Records, reporting and improvement

We keep a record of every complaint, including the date, type, decision and action taken. We review these records every month, so we can spot patterns and fix the causes. For example, if many complaints are about wrong figures in market wraps, we change how we check those figures. Where required by law, we publish or share periodic reports about the complaints received and the action taken.

Complaint records are kept for as long as needed to meet legal obligations and then deleted or made anonymous, as described in our Privacy Policy.

15. Frequently asked questions

Do I need to register to file a complaint?

No. You can write to us without an account, and you do not have to be a subscriber.

How long will it take to hear back?

You will get an acknowledgement within 24 hours. We aim to resolve most complaints within 15 days, and urgent ones much sooner. The table in section 8 shows the targets for each type.

Is there any fee for filing a complaint?

No. Filing a grievance with TRADE SENSI is completely free.

Can I file a complaint in Hindi?

Yes. You can write in English, Hindi or another Indian language.

Can I stay anonymous?

You can ask us to keep your name private from the people you are complaining about. However, we need your contact details to reply and to check your identity for some requests, such as those about personal data.

What if the complaint is about an error in an article?

You can use the quick route described in our Correction Policy, or send it here. If it is more than a simple factual error, such as a complaint about unfair coverage or defamation, this process is the better route.

What if the AI assistant told me something harmful or wrong?

Please send us the question you asked, the answer and the language. We treat harmful answers seriously, and we will review and fix the problem. Remember that AI replies are not investment advice.

I have a problem with my broker. Can you help?

No, TRADE SENSI is not a broker. Please contact your broker first, and if you are not satisfied, use the SEBI SCORES platform.

How do I check on my complaint?

Write to the Grievance Officer with your complaint number. We will tell you the current status.

What if I disagree with your decision?

You can ask for a senior review, as explained in section 9, and you still have the external options listed there.

16. Contact summary

Registered office: [Company Name], [Full Address], [City, State, PIN Code], India

You can also use the Contact page.

17. Final note

Good journalism and good service both need a way to hear complaints and act on them. We would much rather learn about a problem from you than have it stay hidden. Thank you for taking the time to write, and for helping us do better.

TRADE SENSI provides news and educational content only. Nothing on this website is investment advice. Please read our Disclaimer before using the site.