We welcome all feedback, both positive and negative from our customers. Serene’s policy for receiving, dealing with and following up customer complaints is outlined below. Managing Director Chloe Lymn Rose has overall responsibility for the resolution of customer complaints.

1. We aim to resolve all issues at the time of complaint. Our staf are trained to handle complaints politely and positively (including recording the complaint in writing and getting details of the complainant).
2. If a verbal complaint cannot be resolved at the time of raising it, we will ask the customer for more details to raise a formal complaint or ask them to submit a written complaint (by hand, post or email) detailing the issues and providing contact details if they wish. We have a dedicated e-mail address for receipt of complaints which is complaints@serenefp.co.uk
3. All escalated complaints will be dealt with promptly, efectively and courteously, in accordance with good business practice.
4. All formal customer complaints will be recorded in our complaints / feedback log and an initial acknowledgement phone call or e-mails made / sent within two working days of receipt of the written complaint.
5. Our complaints manager will aim to investigate the complaint within three working days from receipt.
6. Regardless of whether the investigation is concluded, they will write to the customer within five working days notifying them of the outcome or requesting further time. Within this time they may also contact the customer to discuss their findings.
7. If the customer is not satisfied at this stage, they will be contacted again by the Managing Director for further discussion and attempts to resolve the complaint. If this fails the customer will be able to refer their complaint to the Financial Ombudsman to be reviewed. Their contact details are https://www.financial-ombudsman.org.uk where they have an online complaint form.
8. All complaints will be concluded within 20 working days of receipt.
9. A customer has six months from receipt of their Final Report to refer the matter to the Financial Ombudsman Service for review if they are not satisfied with the outcome of the investigation.