Standard operating procedures for handling mismatches in signatures, names, and updating bank or address details for security holders.

1. Mismatch in signature
1.1. Minor mismatch in signature
a) In case of minor mismatch in the signature of the security holder as available in the folio of the RTA and the present signature, the RTA, while processing the service request, shall intimate the security holder about the minor mismatch in signature, providing a timeline of 15 days for raising any objection through all the following modes:
i. By speed post – on the address available in RTA’s records, and
ii. By sending e-mail – on the registered e-mail id as available in the RTA’s records, and
iii. By SMS – on the registered mobile number as available in the RTA’s records.
b) If the letter is delivered and in the absence of any objection, the service request shall be processed. The timeline for the RTA to process the service request shall commence after the notice period of 15 days.

c) If the letter sent through speed post is returned undelivered but there is confirmation by the security holder for no-objection via return e-mail registered with the RTA, the service request shall be processed. The timeline for the RTA to process the service request shall commence from the day of receipt of no-objection.
d) If the letter is returned undelivered and there is no confirmation by the security holder for no-objection or if there is an objection, the RTA shall follow the procedure as prescribed for major mismatch in signature as laid down at para 1.2 (b) of this Annexure.
1.2. Major mismatch in signature or updation/non-availability of specimen signature
a) In case of major mismatch in the signature of the security holder as available in the folio of the RTA and the present signature, or in case of updation/non-availability of the specimen signature with the RTA, the RTA, while processing the service request, shall intimate the security holder about such mismatch/updation in signature, through all the following modes:
i. By speed post – on the address available in RTA’s records, and
ii. By sending e-mail – on the registered e-mail id as available in the RTA’s records, and
iii. By SMS – on the registered mobile number as available in the RTA’s records.
b) In such cases, the security holder can register/update the specimen signature through form ISR–1 and shall complete either of the two processes:
Option A
i. Security holder shall provide the following documents:
(a) Original cancelled cheque with name of the security holder printed on it; or
(b) Self-attested copy of Bank Passbook/Bank Statement;
ii. Banker’s attestation of the signature of the same bank account as mentioned in (i) above as per Form ISR - 2.

Option B
The investor may get his or her signature changed or updated by visiting the office of the RTA in person. In such a case, the investor shall sign before the authorized personnel of the RTA, along with PAN card and any one additional document mentioned at Serial Nos. 1-4 of Annexure – 12, in original for verification by the RTA, and submit self-attested copies of the same.
c) The RTA, on receipt of the documents mentioned at para 1.2 (b) above, shall update all the folios of all the listed issuers available with it pertaining to the concerned security holder(s) upon specific authorization for the same from the holder, as provided in Form ISR-1.
d) Separate copies of Banker’s attestation / in-person signature, shall not be required by the RTA for the folios in respect of different listed issuers maintained with it provided the security holder gives specific authorization to this effect, as provided in Form ISR-1.
2. Mismatch/Change in name
2.1. Minor mismatch in name
2.1.1. For minor mismatch in name between any two set of documents presented by the security holder / claimant for any service request, the RTA shall additionally obtain self-attested copy of any one of the documents as detailed in Annexure – 12 of this Circular, explaining the difference in names.
2.1.2. The existing norms of the Depositories, to process demat request where there is a minor mismatch on account of initials not being spelt out fully, or put after or prior to surname, provided the signature in the Demat Request Form (DRF) matches with the signature card with the RTA, shall continue to be in force.
2.2. Change of Name / Major Mismatch in Name

2.2.1. In the event of Change of Name / Major Mismatch in Name of the Security Holder, the Security holder/claimant may be allowed to change his / her name, subject to the submission of following documents at the time of change of name of the security holder/claimant:
(a) In case of change in name on account of marriage - Marriage Certificate or copy of valid Passport showing husband’s name or publication of name change in official gazette, and any document evidencing the old name as per Annexure-12.
(b) In case of change in name on account of reasons other than marriage - Publication of name change in official gazette, and any document evidencing the old name as per Annexure 12.
3. Updation of Bank details
3.1. In cases where Bank account details of the security holder are not available with RTA or there is a change in such details, RTA shall obtain Bank account details along with any one of the following documents to update the security holder’s Bank details:
a) Original cancelled cheque bearing the name of the security holder; OR
b) Bank passbook/ statement attested by the Bank;
3.2. The RTA shall proceed with the updation of bank details based on the documents provided by the first holder only, in case of joint holding.
4. Documents for Proof of Address
4.1. The RTA shall obtain any one of the documents mentioned in Annexure – 13, from the security holder / claimant, if the address is not available in the folio or for processing the request for its change.