Fair treatment
Investors will be treated fairly, honestly and without discrimination.
Investor service framework
Grievance Redressal Matrix
A transparent escalation path for queries and complaints relating to Skyline's research services, communication, onboarding or billing.
Our commitment
Every concern deserves a fair hearing.
Investor service is essential to sustained trust. Under Skyline's direct-to-investor model, queries and complaints are treated as an important source of feedback and an opportunity to improve our processes.
Timely response
Complaints will be acknowledged and addressed courteously within the applicable timeline.
Efficient review
Relevant records and supporting facts will be reviewed consistently and objectively.
Good faith
The team will work in good faith and without prejudice toward the investor's interests.
Escalation matrix
Who to contact at each level
Use the next level if the previous response is delayed or does not resolve the concern.
| Level | Designation | Contact person / desk | Registered office | Contact | Working hours |
|---|---|---|---|---|---|
| 01 | Investor Support | Skyline Support Team | 140, PU-4, Scheme No. 54, Behind C21 Mall, Vijay Nagar, Indore, Madhya Pradesh 452010 | +91 94 2450 2130info@skylinefinserve.com | Mon–Fri 09:30 AM–05:00 PM |
| 02 | Customer Care Escalation | Grievance Desk | +91 94 2450 2130info@skylinefinserve.com | Mon–Fri 09:30 AM–05:00 PM | |
| 03 | Compliance Officer | Mr. Sumit Vyas | +91 94 2450 2130info@skylinefinserve.com | Mon–Fri 11:00 AM–05:00 PM | |
| 04 | Principal Officer | Mr. Sumit Vyas | +91 94 2450 2130info@skylinefinserve.com | Mon–Fri 11:00 AM–05:00 PM |
Working hours exclude public holidays and other officially declared closures. Complaints received outside working hours are taken up on the next working day.
Step-by-step process
Escalate without losing the complaint trail
Initial query or complaint
Lodge the concern through the Complaint Board, email or telephone. Include the registered contact details, service, relevant dates, evidence and requested resolution.
Target: within 7 business daysCustomer Care escalation
If no response is received within 7 business days, or the initial response is not satisfactory, reply to the same email/ticket and request escalation to the Grievance Desk.
Review: next 7 business daysCompliance / Principal Officer
If unresolved after 14 business days, request review by Mr. Sumit Vyas as Compliance and Principal Officer. Quote the original acknowledgement/ticket number.
Overall limit: not later than 21 daysInclude with your grievance
Help us review the concern clearly
- Full name and registered contact details
- Service name and relevant dates
- Payment reference, if applicable
- Supporting emails or screenshots
- Clear description of the issue
- Resolution you are requesting
Never send passwords, OTPs, PINs, CVV numbers or complete card/bank credentials with a complaint.