Complaints

Senna Brokers Limited is committed to providing a quality service clients, in an open and accountable way. We aim to respond to complaints in confidence and in a prompt, polite manner.

Senna Brokers Limited will always try to respond to complaints in a courteous, timely and fair manner. We will endeavour to address the specific issues raised by our customers and, where appropriate, update our procedures to avoid re-occurrence of problems. We will endeavour to achieve a situation where our customer feels we have addressed the complaint, but if he/she remains dissatisfied with the outcome of our efforts, to ensure that he/she is notified of the right to refer the matter to the Financial Services and Pensions Ombudsman (FSPO).

Senna Brokers Limited has dedicated senior management staff to handle complaints. The contact details of our Complaints Officer is Michal Kazmierczyk via email on complaints@sennabrokers.com.

Senna Brokers Limited outlined below clear guidelines on the Complaints along with relevant contact details. Any queries or complaints from the Customer(s) will be sent directly to the Complaints Officer.

Senna Brokers Limited provides Customer(s) with its Privacy Notice by publishing it on its website (http://sennabrokers.com/privacy-notice), under the Privacy Notice or in pdf format provided to the Customer(s) on request.

Customer(s) lodging a complaint with the Senna Brokers Limited may do so by means of email (complaints@sennabrokers.com) direct to the complaints handling Complaints Officer as published (http://sennabrokers.com/complaints) on the company website.

Customer(s) may also lodge a complaint in writing. Complaints received by telephone will not be accepted and will need to be submitted in writing.

Complaints will be acknowledged in writing within 5 business days from the date received.

Senna Brokers Limited shall investigate the complaint as swiftly as possible, and the complainant will receive an update on the complaint at intervals of not greater than 20 business days starting from the date on which the complaint is made.

The firm will attempt to investigate and resolve the complaint within 40 business days of having received the complaint; where the 40 business days has elapsed and the complaint is not resolved, the complainant will be informed of the anticipated timeframe within which the firm hopes to resolve the complaint and that the complainant can refer the matter to the Financial Services and Pensions Ombudsman (FSPO) and the contact details of such Ombudsman will be provided.

Within 5 business days of the conclusion of our investigation of the complaint, the firm shall send a written report of the outcome of this investigation. This report shall include an explanation of the terms of any offer that the firm is prepared to make in settlement of the complaint. We will also inform the complainant of the right to appeal the firm’s decision on the received complaint.

Appeals on the handling of complaints are to be resolved within 40 business days.

If Senna Brokers Limited fails to act on a Customer(s) complaint within 30 days or refuses to investigate, it must specify in clear and plain language the reasons it was unable to respond or indeed, why the investigation was refused.

Where it appears to the firm that the complainant is not satisfied with the outcome of our investigation, and where we feel that we cannot progress the issue further, we will immediately write to the complainant advising them of their right to refer the dispute to the Financial Services and Pensions Ombudsman (FSPO). refer the complaint to the Financial Services and Pensions Ombudsman (FSPO) and will provide the consumer(s) with the contact details of such Ombudsman.

Customer has a right and may refer the complaint to the Financial Services and Pensions Ombudsman (FSPO) and the firm will provide the consumer(s) with the contact details of such Ombudsman.

A senior manager will review the file before its conclusion and attempt to identify any procedures that can be implemented by our firm to avoid a repeat of the type of complaint received. Any new procedures will be immediately communicated to all staff and placed in the Written Procedures file.

Roles and Responsibilities

All Senna Brokers Limited Employees/Staff will take responsibility for ensuring any complaints made are reported and passed to the Complaints Officer or senior management in a swift manner.

Senna Brokers Limited appointed Complaints Officer is responsible for dealing with all complaints in line with our Complaints Policy and associated procedure.

Contacts

Michal Kazmierczyk Complaints Officer via email complaints@sennabrokers.com