This function provides members with a governed pathway for addressing disputes and complaints. It is intended to enable fair consideration of issues, support due process, and encourage resolution within a neutral institutional framework, while reducing unnecessary and costly lingering, escalation and litigation.
Submission of a complaint through prescribed digital channels by an authorised representative, with supporting information
Initial review by the designated nodal officer and the CEO
Escalation, where required, to the Grievance and Dispute Redressal Committee
Further examination, including additional inputs, member engagement, and suitable resolution pathways
Formal closure through an outcome or recommendation
Neutral and
structured process
Digital-first and
documented
Confidential, evidence
-based, and time-bound
Supports accountability
and orderly resolution
FACE has adopted a formal Grievance and Dispute Resolution Policy and constituted the Grievance and Dispute Resolution Committee to support this function. Together, they provide the institutional basis for a consistent and credible process.
The policy sets out the framework and scope for handling inter-member grievances and disputes, while the Committee provides oversight for matters that require escalation.
The GDR Committee oversees matters that require escalation beyond the initial review stage. It examines cases, may seek additional information from the concerned members, and supports fair consideration and resolution of disputes, including through suitable expert or mediation support where required. Depending on the matter, outcomes may include advisories, warnings, corrective measures, or recommendations for further action.
The Committee also helps ensure that the process remains neutral, confidential, well-documented, and timely, while drawing on dispute learnings to strengthen broader standards and guidance over time.
Sh. Manoranjan Mishra
Independent Director, FACE
Srinath Sridharann
Independent Director, FACE
This mechanism is intended exclusively for disputes and complaints among members. Customer complaints, compliance concerns, and broader risk issues are addressed separately through FACE’s oversight and enforcement framework.
Members may email: sro@faceofindia.org
A structured resolution mechanism strengthens trust, peer accountability, and discipline within the ecosystem, while contributing to a more credible and mature sector.
Through these works, FACE strengthens trust, peer accountability, and discipline within the ecosystem, while contributing to a more credible and mature sector.
