Complaints and Redress Process

Issues, the complaints procedure, and redress

A relationship business

We try to put you at the centre of our business but recognise, in some cases, we don’t always get this right and you might want to complain.

Complaints give us an insight into your experiences and provide an opportunity to change and improve.

Our relationship with you is important, so we always try to listen, answer, and do better where possible.

For complaints relating specifically to personal wealth advice, pension transfer matters or general insurance

Speak to your Adviser or Client Services first.

If you have an Adviser, you can discuss your issue in person or by email. You can also 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 issues as quickly as possible. You can email the Client Services team here.

If that does not resolve the matter…

If your issue remains unresolved, you can email the Compliance Department here.

Alternatively, you can write to: Compliance Department, AES Financial Services Ltd, 51 Dorset Street, London, W10 7NG, United Kingdom.

Our Compliance Department considers formal complaints in relation to all matters, wherever they may occur.

When undertaking a formal review of a complaint we adopt the FCA required timescales. We regard such timescales and process best practice worldwide, and our complaint process itself falls under FCA requirements.

This process requires us to provide a “final response” promptly, and within eight weeks of the complaint being received. We aim to respond well in advance of the eight-week limit (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.

For matters that occurred in the UK, you can contact the Financial Ombudsman Service via their online complaint form.

For UAE Insurance Policies (non-medical), you can contact the Central Bank using their online complaint form.

For other jurisdictions, please view our Authorisation, Regulation and Redress page for further contact details.

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. 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 who 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 email our Compliance Department at compliance@aesinternational.com or send a letter to Level 2, Exchange Tower
Al Mustaqbal Street (Future Street), PO Box 191905 Dubai UAE, Attn: Compliance Department

Step 2

Once we receive your complaint we will acknowledge this and start investigating. Depending on the complexity of the case, this may be referred or escalated internally. During this time, we may contact you to establish the precise nature of your complaint.

Timescales

Our timescales for responding to your complaint is within eight weeks of 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 will update you on 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 may refer your complaint to the Insurance Regulator, the Dubai Health Authority (DHA), using their online complaint form.

Are you going to be okay?

Our Retirement Planning Calculator can help you see clearly whether you’ll have enough to support your ideal future.

The information in this material is intended for the recipient’s background information and use only. It is provided in good faith and without any warranty or, representation as to accuracy or completeness. Information and opinions presented in this material have been obtained or derived from sources believed by AES to be reliable and AES has reasonable grounds to believe that all factual information herein is true as at the date of issue. It does not constitute investment advice, recommendation, or an offer of any services or products for sale and is not intended to provide a sufficient basis on which to make an investment decision. It is the responsibility of any persons wishing to make a purchase to inform themselves of and observe all applicable laws and regulations. Unauthorised reproduction or transmitting of this material is strictly prohibited. AES accepts no responsibility for loss arising from the use of the information contained herein.

‘AES’ refers to the AES Group’s separate but affiliated entities generally, rather than to one particular entity. These entities are AES Middle East Insurance Broker LLC registered with the UAE Ministry of Economy, United Arab Emirates, Licence no. 571368, and Commercial Registration no. 75162 and regulated by the UAE Central Bank license no. 189; AES Financial Services Limited, incorporated and registered in England and Wales with company number 06063185, authorised and regulated by the UK Financial Conduct Authority FRN: 464494; AES Financial Services (DIFC) Ltd, registered in the Dubai Financial Centre (DIFC) as a foreign company, license no.2128, and regulated by the Dubai Financial Services Authority (DFSA) Reference No F003476; AES International Limited, a private company incorporated and registered in the British Virgin Islands with company number 1839872; AES International Global Limited, a private company incorporated and registered in the British Virgin Islands with company number 1887885. Please visit our authorisations page for further information on regulation, redress and accessibility.

If you are outside the UK and we advise you or carry out other business, nearly all the rules, regulations and arrangements made under the UK regulatory regime (including the rules made by the FCA and the dispute resolution process provided by the UK Financial Ombudsman Service) will not apply to most aspects of the service you receive, such advice or business being provided from outside the UK. You should therefore clearly understand such rights and protection as are afforded in the jurisdiction where you receive advice. Local law, regulation and redress processes will apply in almost all cases, and will be different from that of the UK.

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Complaints and Redress Process

Issues, the complaints procedure, and redress

A relationship business

For complaints relating specifically to personal wealth advice, pension transfer matters or general insurance

For complaints relating specifically to medical insurance

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