Windmill Capital Private Limited (“Portfolio Manager”) has put in place a structured client servicing and grievance redressal framework to ensure fair treatment of investors, timely resolution of queries and complaints, and transparency in its interactions with clients.
Client Servicing
The Portfolio Manager provides client servicing to ensure accountability and consistency in service delivery. Client servicing processes are supported by technology systems to facilitate efficient communication, tracking, and timely resolution of client interactions.
The scope of client servicing includes:
periodic portfolio reporting and statements at predefined intervals;
prompt resolution of client queries and service requests through email, telephonic, and digital channels;
periodic portfolio reviews in line with agreed timelines; and
maintenance of a transparent escalation mechanism under the supervision of the Compliance Officer/ Designated Grievance Redressal & Investor Relations Officer.
Grievance Registration
Investors may register complaints through the following channels:
Email: support@windmillcapital.in
Email (Compliance / Grievance Redressal): compliance@windmillcapital.in
Grievance Redressal/Investor Relations Officer & Compliance Officer: Mr. Mayank Bansal, Contact No.: +91 080-42057655
Grievance Redressal and Escalation
The Portfolio Manager endeavours to resolve written complaints within 21 calendar days of receipt.
The Compliance Officer is responsible for addressing and resolving investor complaints. All complaints received are recorded internally along with their resolution status. Where the Compliance Officer deems it appropriate, the grievance/complaint may be escalated to the Principal Officer for review and necessary action. Where a complaint is not resolved at the operational level, it is escalated to the Board of Directors.
If the investor is not satisfied with the resolution, the investor may escalate the grievance through SEBI’s SCORES platform (https://scores.sebi.gov.in/). The Portfolio Manager shall submit the Action Taken Report within the timelines prescribed under the applicable regulatory framework and shall cooperate with APMI and SEBI during the review process.
Investors may also seek resolution through the Online Dispute Resolution (ODR) mechanism in accordance with SEBI-prescribed procedures (https://smartodr.in/login). Any disputes not resolved under SCORES or ODR may be pursued before courts or tribunals of competent jurisdiction, with courts at Bangalore having exclusive jurisdiction.
Turnaround Time
Complaints involving third-party dependencies: up to 21 working days;
SCORES-related complaints: as prescribed by SEBI from time to time