Question: I raised a complaint with my stockbroker about a wrongly executed trade almost a month ago through the regulator's online complaint portal, and haven't heard back. What's the maximum time they're supposed to take?
Answer: Your stockbroker is required to resolve investor complaints lodged through SEBI's online complaint redressal platform (SCORES) and upload an Action Taken Report within 21 calendar days of receipt. If you're dissatisfied with the resolution, or no Action Taken Report is filed within that period, you can seek a review from a Designated Body within 15 days, with further escalation to SEBI itself available after that.

Supporting evidence:
title: sebi.gov.in/redressal-of-investor-grievances-through-the-sebi-complaint-redressal-scores-platform-and-linking-it-to-online-dispute-resolution-platform_77159.htm
quote: Entities shall resolve the Complaint and upload the ATR on SCORES within 21 calendar days of receipt of the Complaint In case the complainant has requested for a review of the resolution provided by the entity or the entity has not submitted the ATR within the stipulated time of 21 calendar days, the concerned Designated Body shall take cognizance of the Complaint for first review of the resolution through SCORES In case the complainant is not satisfied with the ATR provided by the Designated Body or the concerned Designated Body has not submitted the ATR within 10 calendar days, SEBI may take cognizance of the Complaint for second review through SCORES
context: to further strengthen it and rectify the existing shortcomings, if any, in line with this circular.
3. 1.2. All Entities who are in receipt of the complaints of the investors (' Complaint ') through SCORES, shall resolve the complaint within 21 calendar days of receipt of such Complaint.
4. 1.3. The Complaints lodged on SCORES against any Entity shall be automatically forwarded to the concerned Entity through SCORES for resolution and submission of ATR. Entities shall resolve the Complaint and upload the ATR on SCORES within 21 calendar days of receipt of the Complaint. The ATR of the entity will be automatically routed to the complainant.
5. 1.4. The Complaint against the Entity shall be simultaneously forwarded through SCORES to the relevant Designated Body as mentioned under Schedule II . The Designated Body shall ensure that the concerned Entity submits the ATRs within the stipulated time of 21 calendar days.
6. 1.5. The Designated Body shall monitor the ATRs submitted by the entities under their domain and inform the concerned entity to improve the quality of redressal of grievances, wherever required.
7. 1.6. SEBI may concurrently monitor grievance redressal process by entities and Designated Bodies.

2. First review of the Complaint:

- 2.1. In case complainant is satisfied with the resolution provided by the entity vide the ATR or complainant does not choose to review the Complaint, the Complaint shall be disposed on SCORES. However, if the complainant is not satisfied, the complainant may request for a review of the resolution provided by the entity within 15 calendar days from the date of the ATR.
- 2.2. In case the complainant has requested for a review of the resolution provided by the entity or the entity has not submitted the ATR within the stipulated time of 21 calendar days, the concerned Designated Body shall take cognizance of the Complaint for first review of the resolution through SCORES. The Designated Body shall take up the first review with the concerned Entity, wherever required. The concerned Entity shall submit the ATR to the Designated Body within the time stipulated by the Designated Body.
- 2.3. The Designated Body may seek clarification on the ATR submitted by the Entity for the first review. The concerned Entity shall provide clarification to the respective Designated Body, wherever sought and within such timeline, as the Designated Body may stipulate. The Designated Body shall stipulate the timeline in such as manner to ens