Complaints

We aim to resolve your complaint quickly and fairly.

We intend to:

• Make it easy for you to tell us about your complaint
• Carry out a complete investigation for you
• Consider our decision carefully
• Explain our decision to you clearly
• Make sure you are treated fairly
• Learn from our mistakes

Please note: if you wish to complain about an AXA insurance product such as car insurance or home insurance, go to https://help.axa.co.uk/ 

How to make  a complaint about your AXA Investment Managers account

We want you to be able to complain in any way you choose. If you are dissatisfied with our service please let us know:

Call us on: 0345 777  5511 from the UK or 00(44) 1268 448 667 from overseas.
Our lines are open 9:00am–5:30pm Monday to Friday.
As part of our commitment to quality service, telephone calls are recorded.

Email us at: axa-im@uk.dstsystems.com

Write to us at:
Client Investigation Team
AXA Investment Managers UK Limited
PO Box 10908
Chelmsford
CM99 2UT
UK

Please provide us with your name, address and account or reference number together with full details of your complaint.
 

Please note: if you wish to complain about an AXA insurance product such as car insurance or home insurance, go to https://help.axa.co.uk/

How soon will we deal with your complaint?

Once we receive your complaint, one of our complaint specialists will attempt to resolve your complaint within three business days.

If we are unable to resolve your complaint within three business days, we will aim to resolve or acknowledge your complaint by writing to you within five business days.

Your complaint will be investigated quickly, fairly and completely by our complaint specialist who will provide you with a full response as soon as possible.  If your complaint is particularly complicated, we may need more time to investigate.

We have a regulatory obligation to send you a final written response within eight weeks of you making a complaint to us.

In the unlikely event that we are unable to resolve your complaint within eight weeks of receiving your complaint, we will tell you in writing and include the details of the Financial Ombudsman Service, together with an explanatory leaflet.  If you are dissatisfied with the delay, you will be able to use this information to refer your complaint to the Financial Ombudsman Service.

We try to resolve all complaints to our customers’ satisfaction. However, if you are unhappy after receiving our final written response, you may wish to refer your complaint to the Financial Ombudsman Service.  This option is available to you for six months following our final written response to your complaint. We will provide you with an explanatory leaflet on the Financial Ombudsman Service to help you refer your complaint to them.

You can contact the Financial Ombudsman Service at:

By post:
The Financial  Ombudsman Service
Exchange Tower
London
E14 9SR

By phone

Call their main helpline: 0800 023 4567

Phone lines are open between 8am and 5pm, Monday to Friday – and 9am and 1pm on a Saturday. At times, you might need to wait to speak to someone. Mondays are usually the busiest days, so if you can, please call on a different day to avoid longer waiting times.

Other phone numbers:

0300 123 9 123   Calls to this number cost no more than calls to 01 and 02 numbers.

(18002) 020 7964 1000   Calls using Relay UK.

+44 20 7964 0500 –  Call this number if you're calling from abroad. Request they phone you back, if you're worried about the cost of calling them.

020 7964 1000 switchboard

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

Further  information

If your complaint is about the sale of a product and you used an Independent Financial Adviser (IFA) you should, in the first instance, refer your complaint to that IFA. If you are considering engaging a third party to help you with your complaint, you should be aware of any additional costs involved. If you decide to employ the services of a third party, any redress due will be paid directly to you.