Redress & Complaints
Finsbury Associates aims to offer the best service and advice possible, and act in accordance with the relevant regulations and licenses. We acknowledge at times a client may feel that we have not met these aims and therefore, we have a complaints process in place to ensure clients are able to address these issues with the correct person in a timely manner.
We take pride in our customer service and steps to raise a complaint can be found below:
Step 1: Complaint Received
You can raise a complaint with us via mail at our registered office address, or you can email firstname.lastname@example.org. We would encourage the use of email to speed up our response time. Please try to include as much information as you can with regard to the nature of the complaint so we are able to deal with your complaint as quickly as possible.
Step 2: Complaint Reported To Compliance Department
Once we receive your complaint it will be sent to our compliance team and logged, enabling them to start their investigation. You should receive an acknowledgement of receipt from us within 2 working days of submitting your complaint.
Step 3: Complaint Investigated
Each complaint will be investigated independently by a member of our team who has the relevant skills, experience and seniority to access the information required to determine the validity of the complaint. We aim to try and investigate all complaints within 7 working days of receipt. In the event that we require more time to fully investigate the complaint, we will communicate this to you.
Step 4: Response Sent To Complainant
Once we have completed our investigation you will receive a final response from us. This will set out our assessment of the complaint and any decisions made as a consequence of it. We may accept the complaint and where appropriate offer redress or remedial action. If this is acceptable to you we will fulfil the terms of the redress or remedial action as soon as possible.
If you are unhappy with our final response, you may refer to the relevant regulatory authority if you wish to pursue the complaint further.
Insurance Authority – https://ia.gov.ae/en
iPROMeS – http://ipromes.eclaimlink.ae/
DHA – https://www.dha.gov.ae/en/pages/dhahome.aspx