International Complaints Process

A client relationship business

We try to put the client at the very heart of what we do, but we recognise that in some cases we don’t always get this right, and you might want to complain. We see complaints as giving us an insight into our clients’ experiences, and providing an opportunity to change something that isn’t working. We rely on our relationships with our clients, and so we always try to listen, answer and to do better where we can.

For complaints relating specifically to personal wealth management or to IPTS pension transfer matters

Speak to your adviser, or Client Services first.

If you have an adviser, you can discuss AES International complaints or issues in person with your adviser, or in writing by email. You can of course do so by telephone, but for completeness of records, we ask that you also do so in writing.

If you do not have an adviser, or feel your adviser is unable to help, we have a dedicated Client Services team who will try to resolve any AES International complaints or issues as quickly as possible.

You can email the Client Services team here.

But if that does not resolve the matter….

If neither your adviser nor the Client Services Team can resolve the issue, your adviser or the Client Services team (and the documentary information you are provided with) will provide details of how you can complain formally, but in any case, here is the information you need.

Our Compliance Department considers formal AES International complaints in relation to all matters, wherever they may occur. You can email the Compliance Department here. Or you can write to The Compliance Department, AES Financial Services Limited, Unit 24 Elysium Gate, 126 New King’s Road, London SW6 4LZ, UK.

When undertaking a formal review of an AES International complaint, AES adopts the timescales that the FCA requires for our responding to a complaint if that complaint relates to a matter carried on from our establishment in the UK. We regard such timescales and process as essentially among the best practice worldwide (and our complaint process itself falls under FCA requirements).

This process requires us to provide what the British authorities refer to as a “final response” promptly, and within eight weeks of the complaint being received (or at least a good reason why no final response can be given at that time). We endeavour to beat the eight-week limit to satisfy the requirement of promptness (it is a limit, not a target). If we have not completed our investigation by the four week period, we routinely send an updating email to confirm that we are still ‘on the case’. We aim to consider complaints in detail, rigorously, and fairly.

Thereafter, if you feel the complaint has still not been resolved to your satisfaction, you are likely to have the right to refer the complaint to the regulatory authority in the jurisdiction where the matter complained of occurred (this will not be the UK, unless the matter complained of was an activity carried on from our establishment in the UK, such as IPTS safeguarded pension transfer matters on or after Sunday 10 September 2018). Please view our Issues, Complaints and Redress.

For complaints relating specifically to medical insurance

This sets out our complaints handling policy and procedure in relation to our AES Middle East Insurance Broker medical insurance clients.

What information should I provide?

We need to ensure that we understand the issues exactly, and what you are seeking as an outcome. So, to help us deal with your complaint as quickly as possible, it helps us if you provide the following:

1. your name (and name of patient, if applicable);

2. all relevant email addresses that you have used to contact your representative;

3. all relevant product details (including policy number, member number, company name);

4. a clear brief description of the complaint, and whom the complaint is against – dealing with events in the order they occurred is particularly helpful;

5. any documents you think may be relevant; and

6. what you would like us to do about your complaint.

Complaints Escalation Process

Step 1

If you have a complaint, you can write to our Compliance Department (compliance@aesinternational.com) or send a letter to 404 & 405, 4th Floor Single Business Tower PO Box 191905 Dubai UAE, Attn: Compliance Department.

Step 2

Once you contact us, a dedicated Compliance Associate we will start investigating into your case. Depending on the complexity of the case, this may be referred to or escalated to our General Counsel. During this time, we may contact you to establish the precise nature of your complaint, so that we concentrate on the core and not peripherals that may be of less importance to you.

Time Scales

Our timescales for responding to your complaint is within eight weeks of our receiving the complaint. If we are not able to provide a final response by the four-week point, we will contact you to tell you why, and we shall keep you updated as to the progress of our investigation thereafter, and when we think we will be able to provide a final response. The final response sets out our assessment of the complaint, and our decision on it. If we feel that we have made a mistake, we may offer an apology, redress (the terms of which will be clear) or remedial action. If our offer is acceptable to you, we will comply as quickly as possible.

Step 3

If you are not happy with our final response, you can lodge a complaint to the Dubai Health Authority (DHA) through their online portal.

Complaints and Redress Process

Issues, the complaints procedure, and redress

A client relationship business

For complaints relating specifically to personal wealth management or to IPTS pension transfer matters

For complaints relating specifically to medical insurance

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