Complaints

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 Ltd, 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

We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if we cannot meet our obligations. Most types of investment business are covered up to a maximum of £85,000 per person per firm. Further information is available at fscs.org.uk.