Motilal Oswal customer care & grievance escalation

Contact Motilal Oswal

Try the broker’s own support first — most issues (KYC, fund transfers, order rejections, app errors) get resolved at this level within a working day.

The four-level escalation path

SEBI requires every registered broker to honour this exact sequence. Use it in order — skipping levels usually gets your complaint bounced back to the previous step.

1. 1
   Contact Motilal Oswal customer care directly

   Use the phone, email, or chat above. Be specific about your issue and ask for a ticket / reference number — you'll need it at every later level.

   Typical SLA: 1 working day for acknowledgement, up to 7 days for resolution.
2. 2
   Escalate inside Motilal Oswal

   Write to na@motilaloswal.com (Compliance Officer, Neeraj Agarwal). Quote the Level-1 ticket and the dates the broker missed. Open Motilal Oswal’s grievance page ↗

   Allow 21 days from your first complaint before moving to Level 3.
3. 3
   File a SCORES complaint with SEBI

   SCORES (SEBI Complaints Redress System) ↗ is the regulator’s portal. Register with PAN, file the complaint against Motilal Oswal, attach the Level-1 ticket and any Level-2 correspondence. SEBI forwards it to the broker and tracks the response.

   Broker SLA: 21 days. SEBI may direct further action if unresolved.
4. 4
   Online Dispute Resolution (SMART ODR)

   If SCORES doesn’t resolve the matter, escalate to SMART ODR ↗ — SEBI’s pre-litigation online conciliation and arbitration platform. Mandatory before approaching the Securities Appellate Tribunal or a civil court.

   Conciliation first; if it fails, online arbitration with a binding award.

What to have ready before you escalate

Whether you’re at Level 1 or Level 4, every level asks for the same evidence. Put it together once and re-use it across all four steps.

• Your client / UCC ID with the broker
• A one-line summary of the issue, with dates
• Trade IDs or order IDs, if it is a trade-related complaint
• Screenshots of any error states or relevant statements
• Prior support ticket numbers, emails, or chat transcripts
• Bank / UPI references, if money movement is involved