Every investor will occasionally encounter a problem — a redemption that doesn’t arrive, a transaction they didn’t authorise, a dividend not paid, a mis-sold product, or simply a broker who stops responding. Most of these issues can be resolved by escalating directly to the company involved. But when that route fails — when the broker or AMC is unresponsive, dismissive, or provides a resolution you find inadequate — SEBI SCORES is the formal escalation mechanism the regulator has built for exactly this situation.
SCORES — the SEBI Complaints Redress System — is an online portal at scores.sebi.gov.in that allows investors to lodge complaints against any SEBI-regulated entity and track their resolution in real time. The current version, SCORES 2.0, was upgraded in 2024 with a structured two-level review mechanism that gives investors significantly more recourse than the earlier system.
The Rule Most People Miss: Try the Entity First
SEBI’s own guidance is explicit on this point: SCORES is a second step, not the first. Before filing on the portal, you must approach the concerned entity — the broker, AMC, depository participant, or listed company — through their official grievance redressal mechanism. Send a written complaint by email or through their app’s helpdesk. Keep a record of the complaint number they issue, the date, and their response. Most regulated entities are required to acknowledge within a defined timeline.
Only if the entity fails to respond within a reasonable time — typically 30 days — or provides a response you find inadequate, does the SCORES route open up fully. This prior-entity-contact step is important because SCORES will ask about it, and providing evidence of your prior attempt strengthens your complaint considerably.
Step-by-Step: Filing on SCORES 2.0
Go to scores.sebi.gov.in. First-time users must register by creating an account with PAN, email ID, mobile number, and basic identity details. Existing users from the old SCORES platform need to re-register on the new 2.0 portal.
Once logged in, navigate to Lodge Complaint or Complaint Registration. You will be asked to select the entity type — choose whether your complaint is against a listed company, a stockbroker, a mutual fund, a depository participant, a portfolio manager, or another regulated intermediary. Then select the specific entity from the dropdown list. Correct categorisation is important because it determines which Designated Body the complaint is routed to.
Next, select the complaint category and sub-category that most accurately describes your grievance. Options include unauthorised trades, delay in redemption, wrong charges, non-receipt of securities, mis-selling, non-receipt of dividends, and multiple service and conduct issues. Choose as accurately as possible — this affects how the complaint is processed.
In the description box, write a clear, factual, chronological account of what happened. State the date of the original transaction, what was expected, what actually occurred, and what the entity did or did not do when you approached them. Avoid emotional language; specific facts and dates carry the most weight. Attach supporting documents — transaction confirmation slips, account statements, email correspondence, rejection letters, or any other evidence — in JPG, JPEG, or PDF format, up to 10 files totalling 20 MB.
After submission, you receive a Complaint Registration Number. SEBI’s system automatically forwards the complaint to the concerned entity, which is required to submit an Action Taken Report (ATR) within 21 calendar days.
The Two-Level Review System
This is where SCORES 2.0 is meaningfully stronger than its predecessor. If you are not satisfied with the entity’s resolution, you have 15 days from receipt of the ATR to request a First Level Review — escalating the matter to a Designated Body (typically an industry self-regulatory organisation or exchange). If that review also fails to satisfy you, you have a further 15 days from the Designated Body’s response to request a Second Level Review directly by SEBI. Track these timelines carefully — missing the 15-day window closes the review option at that stage.
One critical limitation to note: complaints must be filed within one year of the date the cause of action arose. A redemption that was delayed must be complained about within a year of when the delay began, not years later. Complaints filed beyond this period can be rejected outright.
If SCORES itself does not resolve the matter, investors also have access to SMART ODR — SEBI’s online dispute resolution platform — which enables formal arbitration or conciliation as the next level of escalation.
FAQs
Q1. What is the website for SEBI SCORES?
The official portal is scores.sebi.gov.in. The old portal at scores.gov.in has been closed since March 2024 — use only the new address.
Q2. How long does the entity have to respond to my complaint?
The concerned entity must resolve the complaint and upload an Action Taken Report within 21 calendar days of receiving it through the SCORES system.
Q3. What if I am not satisfied with the entity’s resolution?
You can request a First Level Review within 15 days of receiving the ATR. If still unsatisfied, you can escalate to a Second Level Review by SEBI within 15 days of the Designated Body’s response.
Q4. Can I file a complaint against a company that is not listed on a stock exchange?
SCORES covers SEBI-regulated entities — listed companies, stock brokers, mutual funds, depositories, portfolio managers, and other registered intermediaries. Complaints against unregulated entities fall outside its scope.
Q5. Is there a fee to file a complaint on SCORES?
No. Filing a complaint on SCORES is completely free for investors.
