Customer satisfaction is of utmost importance to us and we treat any complaint received as an opportunity for us to strengthen client relationships and increase client satisfaction.

If you have any questions, concerns or wish to make a complaint, we are happy to discuss and resolve the issue as soon as possible.

AIFP has an internal complaints process and an independent external dispute resolution service for you to access.

When you make a complaint, we will acknowledge it within 2 working days. Within 7 working days of receiving the complaint from you, the Compliance Team will contact you via phone, email or in-person meeting to understand the issue and aim to resolve it internally.

We always recommend that you speak to your Financial Adviser in the first instance, or if you would prefer to contact our Compliance Team by:

If we cannot resolve the issue to your satisfaction, we will refer it to our external independent dispute resolution service, the Financial Dispute Resolution Service (FDRS). The FDRS does not charge a fee to investigate or resolve a complaint. You can contact FDRS by: