In the UK, the next step if you wish to pursue the matter is the Financial Ombudsman Service. You can call them on: 0800 023 4567, 0300 123 9123 or from overseas +44 20 7964 0500, or email them at: complaint.info@ﬁnancial-ombudsman.org.uk, or use their online complaint form. You can also write to them at: The Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR.
Your investments may be covered by the FCSC up to their limits set from time to time (currently £50,000 for investments, £85,000 for deposits, per person per ﬁrm).
In Europe, relevant redress authorities are usually members of FIN-NET. On its website, FIN-NET summarises itself as a financial dispute resolution network of national out-of-court complaint schemes in the EEA (the EU Member States plus Iceland, Liechtenstein and Norway) responsible for handling disputes between consumers and financial services providers. The schemes cooperate to provide consumers with easy access to out-of-court complaint procedures in cross-border cases. If a consumer in one country has a dispute with a financial services provider from another country, FIN-NET members will put the consumer in touch with the relevant out-of-court complaint scheme and provide the necessary information about it.
Where advice has been given and received in one EEA country alone (for example under Freedom of Establishment legislation), FIN-NET has no application beyond confirming the relevant local jurisdictional authority. It does not, for example, permit a complainant about advice received in one MS under Freedom of Establishment legislation to bring a complaint to a jurisdictional authority in another.
The Financial Ombudsman Service has no territorial jurisdiction over any complaint that is not carried on from an AES establishment in the UK. AES advisory activities are generally not carried on from AES's establishment in the UK, and the FOS will not have jurisdiction. In some (rare) cases, an activity carried on in European MSs will have been carried out from AES's establishment in the UK under Freedom of Services legislation, and the FOS will have jurisdiction. The FOS’s contact details are above.
The following are the statutory authorities to hear complaints out of court in the following jurisdictions where AES has branches, if AES’ internal complaints process does not resolve matters.
Rzecznik Ubezpieczonych (Insurance Ombudsman) (Website). Address: Biuro Rzecznika Ubezpieczonych, Al. Jerozolimskie 87, 02-001 Warszawa. Telephone: +48 22 333 37 328.
Note: not the Komisja Nadzoru Finansowego: see Website and Website.
IMD (insurance-product and pensions-related) matters: Dirección General de Seguros y Fondos de Pensiones (DGSFP) (Website). Address: Paseo de la Castellana, 44, 28046 Madrid. Telephone: +34 902 19 11 11.
MiFID (investment (not pensions)-product-related) matters: Comisión Nacional de Mercado de Valores (CNMV) (Website). Address: Edison, 4, 28006 Madrid. Telephone: +34 91 585 15 00.
Chambre Suisse de Médiation Commerciale (Website). Address : Chambre Suisse de Médiation Commerciale , Section Romande, 11bis, rue Rodolphe-Toepffer, CH-1206 Genève. Telephone: +41 22 789 50 20.
UAE Ministry of Economy (Website). Address: PO Box 901, Dubai UAE. Email: email@example.com. Telephone: +971 2613 1111.
If your complaint relates to health insurance, and we cannot resolve it, please go to the Dubai Health Authority’s iPROMeS webpage at http://ipromes.eclaimlink.ae/.
Dubai (DIFC - 'offshore')
DFSA (Website). Address: Level 13, The Gate, PO Box 75850, Dubai, UAE. Fax: +971 (0) 4 362 0801.
In relation to our former Qatar business, please refer to the Ministry of Economy and Commerce (Website). Address: PO Box 1968, Doha, Qatar. Email: firstname.lastname@example.org. Telephone: 800 5000.
In relation to our former IPTS business from Spain, please refer to the Spain section above.