Verified: 18 July 2026 04:30 am IST
Industry: Stock Broking & Financial Services (Depository Participant)
Jurisdiction: India
Primary Regulator: Securities and Exchange Board of India (SEBI)
Important Safety Warning: Beware of the “Fake Support & Screen Share Scam.” Scammers frequently buy ads on Google displaying fake Kotak Securities (or Kotak Neo) customer service helplines. This is a scam. Kotak Securities staff will never ask you to pay a “processing fee” to unlock your trading account, share your PIN/OTP, or ask you to download third-party screen-sharing apps (like AnyDesk/RustDesk) to troubleshoot a failed trade.
Level 1: Customer Support (Initial Complaint)
How to complain: Register your complaint (failed trades, margin issues, mutual fund unit allocation, or fund withdrawal delays) directly by creating a ticket on the Kotak Securities/Neo Support Portal or the mobile app. You can also call their official customer care toll-free number at 1800-209-9393 (or 1800-209-9191) or email escalation@kotakneo.com (or ks.escalation@kotak.com). You must ensure you receive a unique “Ticket Number” - without this number, your complaint does not legally exist in the regulatory system.
Availability: Phone support operates on all trading days from 9:00 AM to 6:00 PM.
Timeline: Kotak Securities aims to acknowledge complaints and resolve Level 1 issues within a few business days, though the absolute regulatory maximum before external escalation is 30 days.
Level 2: Internal Escalation (Head of Customer Service)
Who to contact: If Level 1 support fails, your funds remain blocked, or you suffer losses due to a platform technical glitch, you must escalate through Kotak’s designated matrix. First, email your Ticket Number to the Head of Customer Service (currently Mr. Tabrez Anwar) at servicehead@kotakneo.com (or ks.servicehead@kotak.com) or call 022-42858208.
Timeline: The internal team must review the escalation and provide a reasoned resolution within the overall 30-day corporate resolution window.
Level 3: Final Internal Escalation (Compliance Officer & CEO)
Who to contact: If the Head of Customer Service fails to resolve the issue to your satisfaction, you must escalate to the Compliance Officer (currently Mr. Hiren Thakkar) at ks.compliance@kotak.com or call 022-42858484. If your grievance is still unresolved, you must contact the final internal authority: the Chief Executive Officer (currently Mr. Shripal Shah) at ceo@kotakneo.com (or ceo.ks@kotak.com) or call 022-42858301. Written legal notices should be sent via physical post to their corporate operational headquarters: Kotak Securities Limited, Kotak Towers, 8th Floor, Building No. 21, Infinity Park, Off Western Express Highway, Malad (East), Mumbai, Maharashtra – 400097.
Level 4: Administrative Mediation (SEBI SCORES 2.0 & Stock Exchanges)
Authority: If Kotak Securities’ CEO rejects your claim, or 30 days have passed since your initial Level 1 complaint without a resolution, you have exhausted internal remedies. Your next step is administrative intervention through the SEBI Complaint Redress System (SCORES 2.0) or the respective stock exchange (NSE, BSE, or CDSL/NSDL for demat issues).
Portal/Contact: File your formal grievance online at the upgraded SEBI portal: scores.sebi.gov.in. Alternatively, you can lodge the complaint directly with the Investor Grievance Redressal Mechanism of the specific exchange/depository where the failed trade occurred. Ensure you quote your original Kotak Securities Ticket Number.
Level 5: Arbitration & Legal Action (SMART ODR)
Pre-Litigation & Arbitration: If administrative mediation fails, or the broker refuses to comply with an exchange directive regarding financial compensation for a technical glitch or unauthorized trade, you must initiate formal dispute resolution. Under SEBI regulations, you must file for conciliation and arbitration through the unified SMART ODR portal (smartodr.in).
Court/Arbitration: The SMART ODR platform will appoint an independent conciliator, and if that fails, an arbitrator to issue a legally binding award. If you wish to challenge an arbitration award, or for matters falling outside SEBI’s strict purview, you may subsequently approach the appropriate courts or file a case using the government’s unified e-Jagriti portal (e-jagriti.gov.in). You can also use the National Consumer Helpline (NCH) at 1915 for pre-litigation counseling.
Timeline: You must file the arbitration claim within the limitation period prescribed under the Limitation Act.
Community Action: Is Kotak Securities refusing to compensate you for losses caused by Kotak Neo platform downtime, or are you looking for the correct template to formally escalate an unauthorized trade to the Mumbai Compliance Officer? Reply below (do not share your passwords, bank details, or your exact Client IDs), and our community will point you to the right resources!