Complaints Procedure
How to make a complaint and what to expect from our complaints handling process.
Our Commitment
At Aegis Finance, we are committed to providing a high standard of service to all our clients. However, we recognise that there may be occasions when you feel we have not met your expectations. If this happens, we want to hear from you so we can try to put things right.
How to Make a Complaint
If you have a complaint about any aspect of our service, you can contact us in the following ways:
In Writing
Complaints Department
Aegis Finance
6th Floor
Lombard Street
London, EC3V 9BQ
By Email
By Telephone
What Information to Include
To help us investigate your complaint efficiently, please include:
- Your full name and contact details
- Your account or reference number (if applicable)
- A clear description of your complaint
- Details of what you would like us to do to resolve it
- Copies of any relevant documents
Our Complaints Handling Process
Acknowledgement
We will acknowledge your complaint promptly, usually within 3 business days, and provide you with a reference number. We will tell you who is handling your complaint and how to contact them.
Investigation
We will investigate your complaint thoroughly and fairly. This may involve reviewing your case file, speaking with the staff involved, and considering any documents you have provided.
Resolution
We aim to resolve complaints as quickly as possible:
Simple complaints
Resolved within 3 business days of receipt
Complex complaints
Full response within 8 weeks of receiving your complaint
If we need more time to investigate, we will keep you informed of our progress and explain the reasons for any delay.
Final Response
Our final response will include:
- A summary of your complaint
- The results of our investigation
- Our decision and the reasons for it
- Any remedial action we will take
- Information about the Financial Ombudsman Service (if applicable)
If You're Not Satisfied
If you are not satisfied with our final response, or if 8 weeks have passed since you first complained and you have not received a final response, you may be able to refer your complaint to the Financial Ombudsman Service (FOS).
Please note
Many of the products we arrange are not regulated by the FCA, which means the Financial Ombudsman Service may not be able to consider complaints about them. However, they can consider complaints about our service as an Appointed Representative.
Financial Ombudsman Service
Financial Ombudsman Service
You must refer your complaint to the FOS within 6 months of receiving our final response.
Professional Indemnity Insurance
We maintain professional indemnity insurance to cover claims arising from our professional activities. Details are available on request.
Keeping Records
We keep records of all complaints and their outcomes for regulatory purposes and to help us improve our service. All complaint information is handled in accordance with our Privacy Policy.
Our Principal Firm
As an Appointed Representative of White Rose Finance Group Ltd, you may also contact our principal firm regarding any complaint: