Complaints
If something has gone wrong, we want to hear about it, and we want to fix it in a way you can see. This page explains our complaints procedure: how to submit one, what happens next, the timelines we hold ourselves to, and where you can turn if you remain unsatisfied with our answer.
1. Introduction and our commitment
Senerum maintains a formal complaints procedure because accountability should not depend on goodwill. When you complain, your case is recorded, tracked and answered in writing by a person who has actually read the file. Complaints also feed our improvements: recurring problems are fixed at the root, not apologised for repeatedly.
Our commitments: every complaint is acknowledged, investigated objectively, answered within the timelines below and handled confidentially. You will never be penalised or given worse service for complaining.
2. The process, step by step
Submit the complaint
Email [email protected] with "Complaint" in the subject line, or raise it with your personal manager, who must pass it to the handler the same day.
Acknowledgement
We acknowledge receipt within one business day and give you the name of the person handling your case and a reference number.
Investigation
The handler gathers the facts: account records, transaction history, platform logs and correspondence, and may contact you for clarification.
Written outcome
You receive a written answer with the findings, the decision and any remedy: a correction, a refund of a wrongly applied fee, or an explanation of why the outcome stands.
Escalation if needed
If you disagree with the outcome, you can request an internal review by a senior manager who was not involved in the first decision.
3. What to include, and what not to send
To investigate quickly, include: your registered full name and email, the approximate date of the event, the account area involved (deposit, withdrawal, platform behaviour, fees, communication), a plain description of what happened and what you expected, and any relevant references such as transaction dates or amounts.
Do not send by email: passwords, two-step verification codes, full card numbers or copies of identity documents. No legitimate complaint process needs them, and if a document is genuinely required we will request it through the secure channel in your account.
4. Timelines
| Stage | Our commitment |
|---|---|
| Acknowledgement of receipt | Within 1 business day |
| Request for any missing information | Within 3 business days |
| Substantive written outcome | Within 15 business days of a complete file |
| Complex cases needing longer | Interim update by day 15, final answer by day 35 |
| Internal review outcome | Within 10 business days of the request |
"Business days" means Monday to Friday, excluding UK public holidays, consistent with our support hours (Monday to Friday, 08:00–18:00 (GMT/BST, excluding public holidays)). If we ask you for information and the answer holds the file open, the clock resumes when your reply arrives; we will tell you at the time.
5. Escalation and external dispute resolution
If the internal process does not resolve the matter, the first step remains internal review by a senior manager, as above. Where a complaint concerns our compliance with applicable UK financial-services requirements and internal review has concluded, you may take the matter further through the complaint channels of the Financial Conduct Authority (FCA), which supervises conduct in UK financial services, or, for personal-data matters, the Information Commissioner's Office (ICO). We publish no links to external complaint portals; their details are on each body's official public website. Nothing in our procedure limits any right you have under UK law.
6. Our commitments in brief
Transparency
You receive reasons, not form letters: findings stated plainly, with the evidence they rest on.
Confidentiality
Complaint data is seen only by those handling the case, never used against your account.
Objectivity
Cases are assessed on records and rules, not on who complains loudest.
Timeliness
The timelines above are commitments, not aspirations; we report against them internally.
Communication
One named handler, one reference number, updates in plain English at every stage.
Improvement
Root causes are fixed and lessons fed back into platform changes.
7. After the outcome
Where a complaint shows we made a mistake, we correct it fully: reversing an incorrectly applied fee, restoring a position where technically possible, or compensating direct losses caused by our error. Where no error occurred, the written answer explains the rule or record relied upon, so you can check it or challenge it through the escalation routes. Complaint records are retained as UK rules require, then deleted in line with the Privacy Policy.
8. Contact details
Complaints and questions about this procedure go to [email protected], handled by the Client Support and Compliance Team, Monday to Friday, 08:00–18:00 (GMT/BST, excluding public holidays). Postal enquiries go to our office at Canary Wharf financial district, London, United Kingdom. If your matter is urgent because money is currently moving, say so in the first line of your message.