NISM-Series-X-A: Investment Adviser (Level 1) · Grievance Redress Mechanism

SEBI SCORES Platform for Investor Complaints Explained

Updated 11 October 2026 · Fact-checked

SCORES is SEBI's web-based Complaints Redress System. An investor registers, lodges a complaint against a SEBI-regulated entity such as an investment adviser, and the platform routes it to that entity. The entity must upload an Action Taken Report within 21 calendar days under SCORES 2.0. If the investor is unhappy, the complaint can be escalated.

Understand SEBI SCORES Platform for Investor Complaints

SCORES stands for SEBI Complaints Redress System. It is a centralised online platform run by SEBI where investors lodge complaints against listed companies and SEBI-registered intermediaries, including investment advisers. It replaced paper and email complaints with one trackable system.

The investor registers on the portal or mobile app with basic details and then files a complaint, naming the entity and describing the issue. The complaint goes to the entity concerned. The entity reads it and uploads its reply, called the Action Taken Report (ATR), on the same platform. The investor can see the status online at any time.

SCORES 2.0 is the upgraded version that SEBI introduced in 2024. Its aim is faster and more disciplined redress. The main features are automatic routing of complaints to the right entity, auto-escalation when timelines are missed, review by a higher level if the investor is not satisfied, and monitoring of pending and delayed complaints. The ATR window was shortened to 21 calendar days.

The investor should normally try the entity's own grievance channel first. SCORES is the next step, not the first. If the complaint still stays unresolved after the SCORES review levels, the investor can use the Online Dispute Resolution (ODR) mechanism, and other avenues such as arbitration.

For the exam, remember who does what. The investor lodges, the entity responds with an ATR, the reviewers escalate and monitor, and SEBI oversees the system. Questions mostly test the 21-day timeline, the meaning of ATR, and the order of escalation.

Key formulas to remember

Full form: SCORES = SEBI Complaints Redress System; Web-based and centralised. Also available through a mobile app.
ATR timeline under SCORES 2.0: Action Taken Report due within 21 calendar days of the complaint reaching the entity; Calendar days, not working days. The older system allowed 30 days, so watch for that as a trap option.
Escalation order: Entity's own grievance channel → SCORES complaint → review by higher level → ODR; Know the sequence. Check the latest SEBI circular or NISM workbook for exact review-level timelines.
Who responds: The entity complained against uploads the ATR on SCORES; The investor does not write the ATR. SEBI does not replace the entity's reply.

How to solve SEBI SCORES Platform for Investor Complaints questions

Use this method for any SCORES question. Most are about who acts, when, and what happens next.

1Identify what is asked: the platform's meaning, a timeline, a feature, or the next step for the investor.
2Locate the stage in the process: registration, lodging, routing, ATR, review, or ODR.
3Name the actor at that stage: the investor, the entity, a reviewer, or SEBI.
4If the question has a number, check it against 21 calendar days for the ATR under SCORES 2.0.
5Cut options that use the old 30-day timeline, say working days, or skip a stage.
6Pick the option that keeps the correct order: entity first, then SCORES, then review, then ODR.

Quickest way: Actor and clock check

When to use it: Use it when you have under a minute and the options look similar.

Ask: who must act? The entity files the ATR and the investor lodges the complaint.
Ask: what is the clock? 21 calendar days for the ATR.
Remove any option that says SEBI itself resolves every complaint directly or that bypasses the entity.
Choose the option that matches both the actor and the clock.

Common mistakes in SEBI SCORES Platform for Investor Complaints

Choosing 30 days as the ATR timeline.
30 days was the earlier timeline and appears in older notes.
Fix: Under SCORES 2.0 the ATR is due within 21 calendar days. Treat 30 as a trap.
Counting the timeline in working days.
Students assume business-style deadlines.
Fix: The timeline is in calendar days. Weekends and holidays count.
Thinking the investor files the ATR.
The word action sounds like something the complainant does.
Fix: The ATR is the entity's reply. The investor lodges the complaint and reads the reply.
Treating SCORES as the first step in every case.
SCORES is well known, so students skip the entity's own channel.
Fix: The investor should first approach the entity's grievance channel. SCORES follows if that fails.
Believing SCORES is the final remedy.
It is a SEBI platform, so students assume nothing comes after it.
Fix: If the issue is still unresolved after review, the investor can go to ODR or other avenues such as arbitration.
Confusing SCORES with SCORES 2.0 features.
Notes mix both versions.
Fix: Link 2.0 with auto-routing, auto-escalation, review levels, monitoring and the shorter 21-day ATR.

Worked examples

Example 1

Under SCORES 2.0, within how many days must an entity upload its Action Taken Report after receiving a complaint? (a) 7 calendar days (b) 15 working days (c) 21 calendar days (d) 30 calendar days

Show the solution

The question asks for the ATR timeline.
SCORES 2.0 sets the ATR timeline at 21 calendar days.
Option (d) is the earlier timeline, so it is a trap.
Option (b) uses working days, which is wrong.
Option (a) is shorter than the rule.

Answer: (c) 21 calendar days

Example 2

A client of an investment adviser is unhappy with the adviser's fee disclosure and has received no satisfactory reply from the adviser's grievance channel. Which is the correct sequence for the client to follow? (a) Go straight to ODR, then SCORES (b) Lodge a complaint on SCORES, where the adviser uploads an ATR, then seek review or ODR if still unsatisfied (c) Lodge a complaint on SCORES and wait for SEBI to upload the ATR (d) Write to the adviser again only, as SCORES does not cover advisers

Show the solution

The client has already tried the adviser's own channel.
The next step is a SCORES complaint, as SCORES covers SEBI-registered intermediaries including advisers.
The adviser, as the entity, uploads the ATR, not SEBI.
If the client is still unhappy, the review levels and then ODR are available.
Option (a) reverses the order, (c) names the wrong responder and (d) is wrong because advisers are covered.

Answer: (b) Lodge a complaint on SCORES, where the adviser uploads an ATR, then seek review or ODR if still unsatisfied

Exam tips

Memorise 21 calendar days for the ATR and treat 30 days as a trap.
Link each stage to its actor: investor lodges, entity files the ATR, reviewers escalate.
SCORES 2.0 questions often test features: auto-routing, auto-escalation, review and monitoring.
Know that ODR comes after SCORES. Study both topics together.
For review-level timelines, check the latest NISM workbook and SEBI circular, because these can change.

Practice questions from Grievance Redress Mechanism

SEBI SCORES Platform for Investor Complaints: frequently asked questions

What is SEBI SCORES?

SCORES is SEBI's Complaints Redress System, a centralised web-based platform. Investors use it to lodge complaints against listed companies and SEBI-registered intermediaries, and track the status online.

How do I file a complaint on SCORES against an investment adviser?

Register on the SCORES portal or app, then lodge a complaint naming the adviser and describing the issue. It is best to first raise the matter with the adviser's own grievance channel. The adviser then replies through an Action Taken Report on the platform.

What is the timeline for the Action Taken Report?

Under SCORES 2.0 the entity must upload its ATR within 21 calendar days. The earlier system gave 30 days, so be careful with older notes.

What happens if I am not satisfied with the reply on SCORES?

You can escalate the complaint for review at a higher level. If it is still unresolved, you can use the ODR mechanism or other avenues such as arbitration.