Authorisation, regulation
and redress

Complaints and redress

If you are unhappy with our service, please tell us as soon as possible so we can try to resolve the issue fairly and promptly. The easiest first step is to follow our Complaints and Redress Process.

The correct complaints route depends on which AES entity provided the service and where that service was provided. Your Terms of Business, onboarding letter, advice report or other formal document should confirm the relevant AES entity and regulator.

UK: If your complaint relates to AES Financial Services Ltd’s UK-regulated activities and we cannot resolve it, you may be able to refer the complaint to the Financial Ombudsman Service. Eligible claims may also be covered by the Financial Services Compensation Scheme, subject to its rules and limits.

UAE: If your complaint relates to services provided by AES Middle East Insurance Broker LLC in the UAE, you should complain to us first. If the complaint is not resolved within the relevant timeframe, or you are not satisfied with our response, eligible consumers and SMEs may be able to raise the complaint with Sanadak, the UAE financial and insurance ombudsman unit established by the Central Bank of the UAE. Health insurance complaints may also be referred through the Dubai Health Authority’s iPROMeS process where applicable.

DIFC: If your complaint relates to services provided by AES Financial Services Ltd from the DIFC, the Dubai Financial Services Authority may consider complaints about authorised firms or possible breaches of DFSA-administered laws or rules. The DFSA is a regulator and may not act as an ombudsman or award compensation in the same way as a statutory redress scheme.

Important: The available complaint or redress route will depend on the AES entity, service and jurisdiction involved. We will confirm the relevant route when responding to your complaint.

Historic business: Some former AES entities, branches or authorisations are no longer active. They are not used for new business. We have kept a short legacy section below so that clients with historic arrangements can identify the relevant route where needed.

Overview

AES operates through separate regulated entities. Each entity is responsible only for the services it provides. This page explains which entities are active, who regulates them, and how clients can raise complaints or check authorisations.

Client-first summary

The most important point is simple: the AES entity named in your formal client documents is responsible for the service it provides to you. Different AES entities are regulated by different authorities, and your rights, protections and complaint routes may differ depending on the entity, service and jurisdiction involved.

How to identify the entity responsible for your service

Your formal client documents should make clear which AES entity provides your service. These may include your Terms of Business, onboarding letter, advice report, policy documentation or other written confirmation. Unless those documents say otherwise, you should not assume that another AES entity is responsible for the service you receive.

Website pages, group branding and trading names are not a substitute for your formal client documents. If there is any inconsistency, the formal client document for your service should be treated as the primary source unless we confirm otherwise in writing.

Active regulated entities

UK - AES Financial Services Ltd

AES Financial Services Ltd, trading as AES International, is registered in England and Wales under company number 06063185. Its registered office is 51 Dorset Street, London, W1U 7NG. It is authorised and regulated by the Financial Conduct Authority for its UK-regulated activities. Its FCA firm reference number is 464494.

AES Financial Services Ltd does not generally provide financial advice from the UK or from its UK establishment unless this is clearly stated in your formal client documents. The Smart Account™ is provided by AES Financial Services Ltd under its FCA authorisation.

Insurance distribution disclosure

Where AES Financial Services Ltd acts as an insurance intermediary, it represents the client and not the insurer. It is not required to place insurance business exclusively with any insurer. AES Financial Services Ltd does not hold an ownership interest in an insurance undertaking, and no insurance undertaking holds an ownership interest in AES Financial Services Ltd. Client-specific disclosures are provided in the relevant Terms of Business, advice report or other formal client document.

UAE - AES Middle East Insurance Broker LLC

AES Middle East Insurance Broker LLC is regulated by the Central Bank of the UAE as an insurance broker, licence no. 189. It is also registered with the UAE Ministry of Economy, licence no. 571368, commercial registration no. 75162, and with the Dubai Health Authority. Its office is Level 2, Exchange Tower, Al Mustaqbal Street, PO Box 191905, Dubai, United Arab Emirates. AES Middle East Insurance Broker LLC provides AES health, medical insurance and life assurance broking services in the UAE. It does not use the trading name AES International.

DIFC - AES Financial Services Ltd, DIFC Branch

AES Financial Services Ltd, trading as AES International, is registered with the Dubai International Financial Centre as a foreign registered company, licence no. 2128, and is regulated by the Dubai Financial Services Authority. Its registered office is Office S314, Level 3, Emirates Financial Towers – South Tower, DIFC, PO Box 191905, Dubai, United Arab Emirates. DIFC law applies to the activities it performs in or from the DIFC. Its authorisation can be checked on the DFSA Public Register.

Website and financial promotions

This website is owned by AES Financial Services Ltd unless otherwise stated. To the extent that any material on this website constitutes a financial promotion, such financial promotion is issued by AES Middle East Insurance Broker LLC unless the relevant page clearly states otherwise. AES Financial Services Ltd and its DIFC Branch do not issue financial promotions through this website unless the relevant page clearly says so.

Where a page is intended only for a particular audience, jurisdiction or client category, that limitation should be read as part of the page. If a product or service is not available to you because of your location, regulatory status or client classification, we may be unable to provide it even if general information appears on this website.

Website content is provided for general information only. It is not personal financial advice, tax advice or legal advice. It does not take account of your objectives, financial situation, needs, knowledge, experience, tax position or residence. You should not make decisions based only on website content. If you need advice, please speak to an appropriately authorised adviser who can consider your individual circumstances.

Investment risk warning

The value of investments and the income from them can fall as well as rise. You may get back less than you invested. Exchange rates can also affect investment values. Past performance is not a reliable guide to future performance.

Historic entities and former authorisations

AES has previously operated through other entities, branches or permissions in Europe, Qatar, Switzerland and other locations. These are no longer used for new business.

If your query relates to a former branch, subsidiary or discontinued permission, please contact us with the details of the service, date and entity shown on your formal documents. We will direct you to the relevant complaints or regulatory route where one applies.

Formal advice and written records

Formal advice is provided in writing. Verbal discussions can be useful, but they do not replace the written advice report, Terms of Business, onboarding letter or other formal written communication. If a verbal discussion appears inconsistent with a formal written document, please ask us to clarify the position in writing before you rely on it.

Please read formal written communications carefully and tell us promptly if anything is inaccurate, incomplete or unclear. We will not treat silence as informed agreement where a material point is unclear, but we may rely on signed documents and written instructions where they appear clear and complete. If you give us instructions, they should be in writing and clear enough for us to act on them safely.

General website information

We aim to keep website information accurate and up to date, but it may not reflect your personal circumstances and may change without notice. Some products and services may not be available in every country or to every client.

Nothing on this website should be treated as an offer, recommendation or personal advice unless a page clearly says otherwise. Where a product has a prospectus, terms, policy wording or other formal document, you should read that document before making a decision.

Knowledge tools, news and blogs

Blogs, articles, guides and similar content are provided for general information only. They are not a substitute for personalised financial, tax, legal or accounting advice. Laws, regulations and market conditions can change, and the right answer may depend on your individual circumstances.

We take reasonable care when preparing content, but we cannot guarantee that all general information remains complete, accurate or current at all times. You should seek appropriate advice before making decisions based on general content.

YouTube videos

Capital at risk. Any examples used in videos are for illustrative purposes only, and you may get less back than the figures shown. The videos do not constitute personal advice or tax advice. We do not take any responsibility for third-party websites and content we may link to from the videos. Issued on behalf of AES Middle East Insurance Broker LLC, registered with the Ministry of the Economy, licence 571368, commercial registration 75162, regulated by the UAE Central Bank, licence no. 189. Unless otherwise stated, all material is intended for Retail Clients in the UAE. 

Email communications

AES emails are intended only for the named recipient and may contain confidential or legally privileged information. If you receive an email in error, please delete it and tell the sender. We may monitor email traffic and content for security, compliance and training purposes.

Corporate Chartered status

Any reference to Corporate Chartered status applies only to AES Financial Services Ltd’s activities within the United Kingdom.

Regulatory disclosures

Where regulatory disclosures are required for a specific AES entity or service, they are provided in the relevant client documents, statutory filings, annual report and accounts, or other required disclosure materials.