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Start with the regulated firm, then escalate to SEBI’s SCORES portal if the response is missing or inadequate. For a debt mutual fund, complain first to the fund/AMC or Investor Service Centre and then its designated Investor Relations Officer. For a bond or other security, use the issuer, registrar, broker, platform or other intermediary’s designated grievance channel. Keep the folio or demat details, transaction records, correspondence and proof of delivery.
A fall in NAV or a bond’s market price is not, by itself, evidence of misconduct and SCORES will not automatically refund an investment loss. Your complaint should identify a separate service or conduct problem—such as an unauthorised transaction, non-payment at maturity, delayed redemption, misleading disclosure, mis-selling, or failure to provide records. If the matter needs a binding decision about disputed rights, consider SMART ODR, a consumer forum, another civil remedy or qualified legal advice.
What can SEBI’s complaint process actually do about a bond or debt-fund loss?
SEBI describes SCORES as an online grievance-redressal facilitation platform. It sends a documented complaint to the concerned SEBI-regulated entity, tracks the entity’s Action Taken Report (ATR), and provides review stages. It is not a court: SEBI’s FAQ explains that SCORES does not adjudicate disputes between an investor and a regulated entity or decide third-party rights.
That distinction determines whether your case is suitable. A debt fund’s NAV can fall because the securities it owns lost value, interest rates moved, or a borrower defaulted. A bond can trade below its purchase price without the issuer having breached a promise. Those are investment risks. A stronger regulatory grievance points to an identifiable failure in service or conduct, for example:
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- an investment, switch, redemption or payment you did not authorise;
- redemption proceeds or contractual interest that were not paid or were delayed without a proper explanation;
- incorrect processing, an erroneous folio, demat or account entry, or a statement that does not match your records;
- material information omitted or presented misleadingly in selling documents or communications;
- mis-selling, unsuitable advice or a representation that contradicted the scheme or issue documents; or
- failure to supply statements, contract notes, maturity information or other records needed to administer the holding.
You can mention the financial loss as the consequence, but connect it to the specific act or omission and request a remedy that the entity can implement. Do not write only “my fund lost money; SEBI must recover it.”
Who should receive the first complaint?
SEBI expects an investor to approach the concerned entity before opening a SCORES complaint. The correct recipient depends on the product and the event that went wrong.
| Investment or problem | First recipient | Records to retain |
|---|---|---|
| Debt mutual fund purchase, switch, dividend or redemption | The mutual fund/AMC or its Investor Service Centre; escalate to the designated Investor Relations Officer named in the scheme information document or the fund’s official website. | Folio, scheme and plan, transaction confirmation, account statement, redemption request, bank credit evidence and the AMC’s reply. |
| Individual bond or listed debt security | The issuer’s designated grievance or compliance officer, or the registrar where the issue documents direct investors there. | ISIN or bond name, certificate or demat statement, interest and maturity terms, payment history and communications. |
| Broker, platform, adviser or other intermediary error | That intermediary’s official complaints or compliance channel; identify the regulated entity responsible for the disputed action. | Contract notes, order or call records, ledger, KYC details, screenshots and complaint reference. |
Use the address and contact details in the latest official scheme, issue or account documents. Send the complaint through a channel that creates a timestamp—an online ticket, registered email or another traceable method—and save the acknowledgement. A polite request for a reference number helps when you later file on SCORES.
What evidence should you collect before escalating?
Build one chronological evidence file before you write the regulatory complaint. SCORES guidance excludes anonymous, incomplete, non-specific and unsupported allegations, so a concise index is more useful than a large unlabelled attachment set.
- Identity and account: name, PAN, registered email and phone, folio number, demat or client ID, and the entity’s name.
- Transaction proof: application or order confirmation, contract note, consolidated account statement, payment proof, redemption or maturity request and bank statement showing what was (or was not) credited.
- Product terms: scheme information document, key information, bond issue or information memorandum, allotment advice, coupon, maturity and redemption terms. Highlight the clause relevant to your request.
- Communications: emails, letters, call-log details, ticket numbers, SMS messages and screenshots. Preserve original files and dates rather than relying on a paraphrase.
- Prior escalation: your first complaint, acknowledgement, the response, and the date on which a promised action was missed.
- Chronology: a one-page list of dates, events, amounts and references. Identify the exact amount affected, but distinguish principal, interest, fees and market-value changes.
Redact passwords, full payment-card numbers and unrelated personal information. Keep the unredacted originals securely in case a later adjudicatory process requires them. Name attachments so an investigator can understand them—for example, “03-2026-05-14-redemption-request.pdf”—and state in the complaint what each file proves.
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How do you complain to the mutual fund or AMC first?
Use the AMC’s Investor Service Centre or official investor-complaint form and describe the processing failure, not just the NAV decline. Include your folio, scheme, transaction date, amount, requested action and copies of the relevant records. Ask the AMC to correct a statement, release a properly due redemption, investigate an unauthorised instruction, explain a delay or provide missing documents.
If the initial channel does not resolve the issue, write to the designated Investor Relations Officer listed in the scheme information document or on the AMC’s official website. Quote the first ticket number and attach the response. An unanswered complaint is still useful evidence: state the date it was delivered and that no substantive response arrived.
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How do you complain about a bond issuer, registrar or intermediary?
Read the bond’s offer or issue documents and the account provider’s terms to identify whether the issuer, registrar, debenture trustee, broker or platform handled the disputed step. For non-payment, specify the coupon or redemption due date, face value, bank or demat details and any notice received. For a transaction error, identify the order, instruction, time and channel, and say exactly what entry or payment should be corrected.
Send the complaint to the designated grievance or compliance officer using the entity’s official channel. A registrar may be responsible for records or corporate-action processing while the issuer remains responsible for payment; an intermediary may be responsible for an order or disclosure made through its service. If more than one regulated entity is involved, make the roles clear and preserve each acknowledgement. SCORES lets you select the relevant entity, but it cannot decide an unjoined private dispute as a court would.
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How do you file the complaint on SCORES?
After the entity’s response is unsatisfactory or absent, open the official SCORES portal. Interface labels can change, but the process follows these steps:
- Register or sign in. Provide the requested identity, PAN and contact details. Use an email and mobile number you monitor because clarification and review notices are time-sensitive.
- Select the concerned entity and category. Choose the AMC, issuer, registrar, broker or other regulated entity that handled the matter. If the portal’s category does not fit, select the closest accurate category and explain the role in the narrative rather than naming an unrelated firm.
- Describe a factual chronology. State what you bought or held, the relevant dates and amounts, what went wrong, when you complained to the entity, and what response you received. Avoid speculation, insults and broad accusations.
- State a specific remedy. Ask for a correction, release of a due payment, reversal or investigation of an unauthorised transaction, missing document, corrected statement, written explanation or another concrete action. You may state the financial impact, but do not demand that SEBI guarantee a market price.
- Upload readable evidence. Attach the complaint to the entity, its reply or proof of non-response, transaction records and the documents supporting the alleged failure. Check file limits and keep copies of everything submitted.
- Submit and record the registration number. Save the acknowledgement as a PDF or screenshot. The unique registration number is needed to track the ATR, answer clarification requests and seek review.
- Monitor the dashboard. Read every message from the entity, designated body or SEBI. If clarification is requested, answer through the portal within the stated period and attach only the additional evidence relevant to that question.
The portal is a facilitation channel, not an emergency stop-payment mechanism. If an unauthorised transaction is ongoing, contact the intermediary’s fraud or investor-protection channel immediately as well as preserving evidence; do not wait for SCORES to prevent further activity.
What are the SCORES deadlines?
The current SEBI FAQ and the 2023 SCORES framework describe the following calendar-day windows. Treat the portal’s notice and any updated SEBI instruction as controlling, and file early rather than relying on the last day.
| Event | Time limit or target | What you should do |
|---|---|---|
| Filing the initial SCORES complaint | Within one year from the occurrence of the cause of action. | Explain the relevant event date and file as soon as the first-entity process ends. If several events occurred, identify each date and why the latest one matters. |
| Entity’s Action Taken Report | Generally within 21 calendar days. | Check the ATR in your dashboard. If no ATR is submitted within 21 days, the complaint can be automatically escalated to first-level review by the designated body, or by SEBI where no designated body exists. |
| Requesting first-level review | Within 15 calendar days of the applicable ATR. | Explain which part of the response is incomplete or unsupported and attach the evidence that addresses it. |
| First-review ATR | Generally within 10 calendar days from the designated body. | Read the review outcome promptly; do not assume that silence extends your next deadline. |
| Requesting second-level SEBI review | Within the next 15-calendar-day review window if you remain dissatisfied with the designated body’s response. | State why the first review did not resolve the documented grievance and identify the remedy still outstanding. |
These are process windows, not promises that money will be recovered. A request for clarification can pause progress while you respond, so keep notifications enabled and retain proof of each submission.
What should you write in the complaint?
A short, numbered format makes the issue easier to evaluate:
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- Entity and investment: “ABC Mutual Fund, [scheme and plan], folio …” or “Issuer/registrar/intermediary, bond name or ISIN …, demat account ….”
- Timeline: purchase or allotment, payment, maturity or redemption request, first complaint, response and the date the failure continued.
- Problem: name the alleged unauthorised activity, non-payment, processing error, misleading disclosure, mis-selling or missing record. Explain why it is a service or conduct issue rather than ordinary price volatility.
- Evidence: list each attachment and the fact it establishes.
- Relief requested: specify the correction, payment, investigation, document, statement or explanation sought.
- Prior escalation: provide the entity’s ticket number, delivery date and response—or state that no response was received.
Example wording: “On 14 May 2026 I submitted a full redemption for folio 1234. The AMC acknowledged it but the amount due under the scheme’s applicable process was not credited, and two follow-ups received no substantive response. Attachments 1–4 show the request, acknowledgement, bank statement and correspondence. Please investigate the processing failure, provide the calculation and release any amount properly due.” This is stronger than “the fund lost 20%, so refund me.”
When is SCORES the wrong route?
SEBI’s guidance describes exclusions including matters unrelated to the securities market, anonymous complaints, incomplete or non-specific allegations, claims without supporting documents, requests that are merely suggestions or requests for guidance, matters assigned to another regulator or ministry, cases already pending before a court or quasi-judicial body, disputes pending in ODR, and market-intelligence reports that belong on a separate SEBI channel.
A complaint can also be unsuitable when the central question requires a binding determination of contested facts or third-party rights—for example, a complex contract claim about who owns proceeds, a disputed signature requiring evidence, or damages that need a court’s assessment. Filing on SCORES does not replace limitation periods or procedural requirements in another forum. Do not run parallel proceedings without understanding the consequences: the portal may treat a SCORES complaint as disposed when you opt for ODR for the same matter.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Should you choose SCORES, SMART ODR or a court?
Choose according to the problem and the outcome you need. You must first approach the intermediary or other concerned entity before using either SCORES or SMART ODR.
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| Route | Best suited to | Mechanism and authority | Important trade-off |
|---|---|---|---|
| SCORES | A documented service or conduct grievance involving a SEBI-regulated entity. | Regulatory facilitation, an ATR, and first- and second-level review; it does not adjudicate disputed rights. | Useful for accountability and a response, but it is not a damages award or guarantee of recovery. |
| SMART ODR | A dispute that may benefit from a structured settlement or binding dispute process after the entity complaint. | Online pre-conciliation, conciliation and, if necessary, arbitration under the applicable ODR framework. | Starting ODR while a SCORES matter is pending can cause the SCORES case to be treated as disposed; understand the forum and consent terms. |
| Consumer forum or civil remedy | A claim requiring adjudication, compensation, contract interpretation or determination of contested facts. | A judicial or quasi-judicial process with its own jurisdiction, limitation, evidence and fee rules. | Usually more formal and slower; obtain advice on the correct forum and preserve every deadline. |
SMART ODR information and access are provided through the securities-market ODR framework. Review the current rules and terms before selecting conciliation or arbitration. For a substantial loss, contested ownership or a limitation question, a qualified securities lawyer can help choose a forum; neither SCORES nor ODR guarantees a favourable result.
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What common mistakes weaken a bond or debt-fund complaint?
- Skipping the entity complaint: SCORES expects the first approach to the AMC, issuer, registrar or intermediary. Attach that complaint and its response.
- Calling a market loss fraud without evidence: Separate price or NAV performance from a specific disclosure, processing or conduct allegation.
- Using a vague remedy: “Take action” is less useful than “credit the unpaid coupon due 30 June, correct the statement and explain the calculation.”
- Uploading no proof: Include transaction confirmation, statements, correspondence and proof of delivery; explain the relevance of each file.
- Missing review windows: Calendar days matter. Check the ATR date and submit a first- or second-level review request within the applicable 15-day window.
- Ignoring clarification requests: A silent or late response can leave the record incomplete.
- Choosing the wrong entity: Identify whether the issuer, registrar or intermediary controlled the disputed step. If roles overlap, explain each one instead of making an unsupported accusation.
- Starting duplicate proceedings: Understand how an ODR election, court filing or another regulator’s jurisdiction affects the SCORES matter.
- Sending sensitive credentials: Never include passwords, one-time codes or full card details in a complaint.
What happens after an unsatisfactory response?
Read the ATR against the remedy you requested. If it merely repeats a general policy, omits a document or does not address the transaction evidence, use the first-level review window and point to the exact unanswered paragraph. If the designated body’s review still leaves the documented issue unresolved, use the second-level SEBI review window. Keep a copy of every review request and response.
If the entity corrects the record or pays an amount, verify the credit, updated statement and tax or account treatment before closing your own file. If the response says the issue is ordinary market risk, decide whether your evidence actually shows a separate service or disclosure failure. If it does not, SCORES is unlikely to turn the investment result into compensation; seek independent advice about whether ODR or a civil claim has a proper legal basis.
Can SEBI recover the money lost in a bond or debt fund?
Not automatically. SCORES can facilitate a response and regulatory follow-up, but it is not an adjudicator that awards every investor the difference between purchase price and current value. Recovery is more plausible when records show a payment obligation, unauthorised transaction, processing error or other actionable breach; even then, the appropriate amount and forum depend on the facts and applicable terms.
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1Clear out junk files and repair common Windows errors2Fix the driver behind crashes, sound loss and screen glitches3Repair Windows errors before they cause bigger problemsUse the official SEBI website for current SCORES guidance and notices, and recheck the filing limit, review windows and ODR workflow before submitting because platform rules and labels can change.
Frequently Asked Questions
Can I complain if my debt mutual fund’s NAV simply fell?
You may report a connected disclosure, mis-selling or processing problem, but a NAV decline alone is normally an investment outcome rather than a SCORES grievance. Explain the separate conduct issue and attach the document or communication that supports it.
What if the issuer says a bond payment is delayed because of a dispute?
Ask for the contractual basis, revised payment schedule and a complete account of amounts due, then preserve the response. If deciding entitlement requires adjudicating competing rights or complex facts, SMART ODR or a suitable court or tribunal may be more appropriate than relying on SCORES alone.
Can I file both SCORES and SMART ODR for the same complaint?
You can choose between the routes after first approaching the entity, but starting ODR while a SCORES matter is pending may cause the SCORES complaint to be treated as disposed. Read the current ODR terms and decide which mechanism fits your required outcome.
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The current SCORES FAQ states a one-year period from the cause of action. File promptly if you are within it; if the period appears to have passed, document the dates and obtain advice on any other forum or limitation rule rather than assuming SCORES will accept a late complaint.
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