Complaints

We want everyone who comes into contact with Serella to have a positive experience. If something has not gone as it should, we want to know about it so we can put it right and learn from it.

We take all concerns seriously and will handle them with care, discretion and respect.

If you have a concern or complaint, please contact us as soon as possible so we can understand what has happened. You can reach us by:

• Email: [INSERT COMPLAINTS EMAIL ADDRESS]
• Post: [INSERT POSTAL ADDRESS]

When you get in touch, please include your name and contact details, a description of what happened, and any relevant dates. The more information you can provide, the better we can understand and address your concern.

When you raise a concern, we will:

• Acknowledge your complaint within [INSERT RESPONSE TIME] of receiving it.
• Review what you have told us and carry out any appropriate checks.
• Provide a full response within [INSERT RESPONSE TIME] of acknowledging your complaint, wherever possible.
• Let you know if we need more time, and explain why.

If your concern relates to a specific Serella client arrangement, we will handle it through the process set out in the relevant client agreement.

If you are not satisfied with our response, you may have the right to escalate your concern. We will provide information about further options when we respond to your complaint.

If you would like to raise a concern or have any questions about our complaints process, please contact us:

• Email: [INSERT COMPLAINTS EMAIL ADDRESS]
• Post: [INSERT POSTAL ADDRESS]