RYSA International Wealth Management (IFSC) Private Limited

1. Background and Objective

RYSA International Wealth Management (IFSC) Private Limited (“RYSA” or “the Company”) operates as a Fund Management Entity (FME) in the International Financial Services Centre at GIFT City under the regulatory framework of the International Financial Services Centres Authority (IFSCA).

Protecting the interests of investors and financial consumers is one of the key objectives of the regulatory framework governing financial institutions operating in IFSC. This policy establishes a structured framework for receiving, recording, investigating and resolving complaints and grievances raised by investors and stakeholders in a fair, transparent and timely manner.

This policy establishes the framework for:

• Receiving investor complaints
• Investigating and resolving grievances
• Ensuring transparency and fairness in complaint handling
• Maintaining records and reporting as required by IFSCA

2. Applicability

This policy applies to complaints received from:

• Investors of schemes managed by RYSA
• Prospective investors
• Distributors and intermediaries
• Any stakeholder interacting with RYSA in relation to its financial services

Since RYSA primarily deals with professional consumers such as accredited investors, NRIs, family offices and institutional investors, the grievance redressal mechanism shall be proportionate to the nature, scale and complexity of the business.

3. Definition of Complaint

A complaint refers to any expression of dissatisfaction received from a client or investor regarding:

• Financial services provided by RYSA
• Conduct of employees or representatives
• Operational or administrative services
• Fees, disclosures or communication

The following shall generally not be considered as complaints:

• Anonymous complaints without details
• Incomplete complaints
• Requests for information or clarification
• Matters unrelated to services offered by RYSA

4. Complaint Redressal Structure

RYSA shall designate the following officials for grievance handling:

Complaint Redressal Officer (CRO) [Ms. Jyoti Gupta]

• Receiving complaints
• Assessing the complaint
• Coordinating investigation
• Resolving complaints in accordance with regulatory timelines

Complaint Redressal Appellate Officer (CRAO) [Mr. Hitesh Thakkar]

• Reviewing appeals filed against decisions of the CRO
• Ensuring fair and independent resolution of grievances

5. Complaint Handling Procedure

Step 1 – Receipt of Complaint:

Complaints may be submitted via email or written communication to the registered office of RYSA.

Email: info@rysawealth.com

Contact Number: 7777936514

Step 2 – Initial Assessment:

Upon receipt of a complaint, the CRO shall assess the complaint on its merits. If accepted, complaint shall be acknowledged within 2 working days. If not accepted, the complainant shall be informed within 5 working days along with reasons.

Step 3 – Investigation:

The CRO shall examine the complaint in a fair, transparent and independent manner.

During investigation:

• Additional information may be sought from the complainant
• Internal teams or service providers may be consulted
• Relevant documents and records may be reviewed

If the CRO was involved in the underlying matter, another designated officer shall handle the complaint to ensure impartiality.

Step 4 – Resolution:

Complaints shall be resolved preferably within 15 days and not exceeding 30 days.

6. Appeal Mechanism

If the complainant is not satisfied with the response provided by the CRO, the complaint may be escalated to the Complaint Redressal Appellate Officer (CRAO). The CRAO shall review the appeal and provide a decision within 30 days of receiving the appeal.

7. Escalation to Regulator

If the complainant remains dissatisfied after the internal resolution process, the complaint may be escalated to the International Financial Services Centres Authority (IFSCA) on the below mentioned email ID.

Email: grievance-redressal@ifsca.gov.in

8. Disclosure Requirements

RYSA shall publish this Complaint Handling and Grievance Redressal Policy on its website ‘www.rysawealth.com’ under the section: “Complaints and Grievance Redressal”.

The following details shall also be displayed:

• Name of Complaint Redressal Officer – Jyoti Gupta
• Contact details for lodging complaints - 7777936514

9. Record Maintenance

Records of all complaints including correspondence, investigation notes, resolution status and timelines shall be maintained for a minimum period of six years.

10. Reporting

Where required by regulatory authorities, RYSA shall provide complaint statistics and reports.

11. Role of Compliance Officer

The Compliance Officer of RYSA shall be responsible for:

• Ensuring compliance with regulatory requirements
• Monitoring complaint handling processes
• Ensuring timely resolution of grievances

12. Policy Review

This policy shall be reviewed periodically and updated whenever required to align with:

• IFSCA regulations
• Regulatory circulars
• Industry best practices