Complaints Procedure

How to complain

Get in touch with us first

If you are unhappy with any aspect of our service, please tell us. The quickest route is usually to contact your adviser directly so we can put things right. If you would prefer to raise it more formally, you can write to us.

Please include your name, contact details, the nature of the complaint and how you would like us to respond.

What happens next

We will acknowledge your complaint promptly and aim to give you a substantive response as quickly as possible. We follow the complaints handling procedures of Insight Financial Associates Limited, which apply to Aetas Wealth as a trading style of that firm.

A summary of the internal complaints handling procedures for the prompt and reasonable handling of complaints is available on request.

If we cannot resolve it

If you are not satisfied with our final response, or if we have not given you one within eight weeks of receiving your complaint, you may be entitled to refer the matter to the Financial Ombudsman Service. The Ombudsman is a free, independent service for resolving disputes between consumers and financial services firms.

Compensation

The Financial Services Compensation Scheme (FSCS) is the UK’s statutory compensation fund for customers of authorised financial services firms who are unable to pay claims against them, usually because they have gone out of business. You may be able to claim compensation from the FSCS if we can’t meet our obligations.

The amount of compensation available will depend on the type of business and the circumstances of the claim. We can provide more specific information on request, but as a guide:

• Investments – Eligible claims related to most types of investment business are covered for 100% of a claim up to a maximum of £85,000 per person per firm.
• Insurance – In most cases, eligible claims related to advising and arranging of protection products are covered for either 90% or 100% of the claim, without any upper limit.

Further information is available from the FSCS at www.fscs.org.uk.