So we begin by establishing your first point of contact:
Step One - initiating your complaint:
Does your complaint relate to:
A your policy?
B a claim on your policy?
If A, you need to contact Sterling Hamilton Wright or the AXA office who arranged your policy. Call the number on your policy document and state your complaint.
If B, you need to contact whoever is currently dealing with your claim and state you complaint.
In either case, if you wish to provide written detail, please contact us and request a complaint leaflet.
Complete it and send it to the person dealing with your complaint along with any other material required.
We expect that the majority of complaints will have been quickly and satisfactorily resolved at this stage, but if you are not satisfied, you can take the issue further:
Step Two - if you are still unhappy:
Should their response be unsatisfactory, ask to speak to the Branch Manager. Where they cannot assist they will ensure you are put into contact with the person who can resolve your complaint.
Step Three - contacting AXA Head Office:
If your complaint is one of the few that cannot be resolved by this stage, write to the Head of Customer Care who will review the details of your case and arrange for an investigation on behalf of the Chief Executive:
Customer Care, AXA Insurance, One Aldgate, London, EC3N 1RE or you may use e-mail: customercare@axa-insurance.co.uk Or telephone: (020) 7369 3910, or AXA (020) 7977 5192.
Step Four - beyond AXA: (commercial Products)
You may be able to refer your case to Financial Ombudsman Service (FOS), an independent body that arbitrates on complaints about general insurance Products. It will only consider complaints after we have provided you with written confirmation that our internal complaints procedure has been exhausted. This step will be open to small businesses with a turnover of less than £1m. If you are unsure as to whether you can seek assistance, please refer to your AXA branch who will be able to advise you.
The FOS can be contacted at:
Financial Ombudsman Service
South Quay Plaza, 183 Marsh Wall, London, E14 9SR
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