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The AES satisfaction guarantee

Our team consists of the world’s leading financial professionals and we support their ongoing professional development to ensure they remain as well qualified and technically able as possible.

As a result, AES guarantees the suitability of the advice given via the 'All About You' process.  If, after the first year of service, you're not completely happy with your experience we will offer you a full refund of our management fee.

We’re also fully committed to providing you with a great ongoing client experience. If, for any reason, you are not completely satisfied with your ongoing service, we will do everything we can to make it right, up to and including waiving AES’s fees for the next 90 days.

Why do we do this?

We have confidence in the quality of our advice and the value that we add.

We also believe it is critical that you share that confidence.

This is especially true for new clients where our guarantee offers peace of mind in the event that our service does not live up to your expectations.

This guarantee covers all ongoing advice fees paid to AES during either the first year OR the 90 day period in question. In the first year, the guarantee applies to all ongoing advice fees paid before the first annual review. Provider and investment fees are not covered by the guarantee.

Service promise

We promise to fix any mistakes promptly and put your portfolio back to the position it would have been in had the mistake not occurred. This is not linked to our fees, but instead the cost of the mistake.

We make this promise because we know that mistakes will happen, no matter how carefully we set up our systems and processes.

We feel a strong moral obligation to identify these errors, learn from them and ensure our client portfolios are not disadvantaged.

The continuous evolution of our service is at the heart of everything we do.

KEY POINT

For this promise to work, we ask for your commitment to notify us as soon as possible if you notice an error and allow us the opportunity to rectify the problem.

Your client charter

We want to build strong client relationships on a foundation of shared values. This client charter sets out what we will do to deliver this and how you can help.

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We will always be transparent, open and honest

If you notice we have done something wrong or made a mistake, please give us the opportunity to put things right and fulfil our service promise.

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We will consistently deliver our best work

Please tell us if anything we do is not up to scratch. We also love to hear positive feedback when we surpass your expectations.

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We will be clear and take time to explain our advice

Please let us know if you don’t understand our recommendations or if anything seems too complicated.

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We will build your confidence and financial freedom

If your situation changes or if you feel uncomfortable with your AES relationship at any time, please tell us as soon as you can.

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We will keep your information up-to-date

Please engage in our service and read the reports and documents we send to you, remembering that missing or incorrect information can lead to unsuitable advice.

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We will process withdrawals as soon as we can

Withdrawals can take several months dependant on your provider, so your portfolio cannot be treated like a bank account. Please confirm as soon as possible if money is needed from your portfolio, even if you are unsure of the timescale.

"I've waited a long time. AES isn't just a pioneer, it's a bright light of integrity."

 

- Andrew Hallam, Amazon best-selling author of Millionaire Expat