Complaints Procedure

In the event you wish to make a complaint about any aspect of the service provided to you please call us on 01204 322805 or email or indeed write to us direct on the below address with full particulars of your complaint and your account or reference number.

Seneca Banking Consultants Limited

Ground Floor,

Unit B Lostock Office Park,

Lynstock Way,




We will acknowledge receipt of your complaint and aim to initially respond to you within 2 business days.   We will thereafter investigate your complaint and send you a reply following review by one of our senior team with the authority to take action on the complaint within a further 10 business days.

This reply will either:-

  • Be our final response in which we will clarify, which points of your complaint we will be upholding or alternatively why we will not be upholding the complaint. If we uphold your complaint in whole or part then this letter will detail how we propose to resolve your complaint.
  • Confirm that we need additional time to review your complaint. Such a letter will aim to set out any revised timescale and, if appropriate, clarify what additional information is required from you.

If additional time is required then we will aim to provide our final response, as described in point 1, as soon as possible but in any event no later than 8 weeks following receipt of the initial complaint.

If you do not agree with our final response or, if we have not provided a final response within 8 weeks of receipt of the initial complaint, then you have the right to refer the matter to the Financial Ombudsman.  For the avoidance of any doubt your right to refer the matter to the Financial Ombudsman commences 8 weeks from the date that we received your initial complaint.  Such right exists even if we require more time than this to provide you with our final response.

Details for the Financial Ombudsman

Exchange Tower,

Harbour Exchange,


E14 9SR.


Tel: 0800 023 4567