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How to make a complaint

Not happy with our service?

We hope you never need to raise concerns about our service or any aspect of your membership with us. However, we value your feedback and we'll do our best to resolve things for you.

No matter how you decide to communicate your concerns, we'll listen.

If something hasn’t gone quite right and you’d like to talk to us about it, please use one of the following methods to get in touch:

Write to us

The Customer Relations Department
AXA - Global Healthcare
Phillips House
Crescent Road
Tunbridge Wells 
TN1 2PL

Call us

Tel: +44 (0) 1892 503856

Our team are available 24 hours a day, seven days a week. We may record and/or monitor calls for quality assurance, training and as a record of our conversation.

Message us from your online account

Log into your dedicated online account and send us the details of your complaint under the 'Complaint' query type in the inbox.

To help us resolve your complaint, we'll need the following:

  • your name and membership details
  • a contact telephone number
  • a description of your complaint
  • any relevant information relating to your complaint that we may not have already seen.

Timescales

We’ll respond to your complaint as quickly as we can, however, if we can’t get back to you straight away with a resolution, we’ll contact you to acknowledge your complaint and explain the next steps.

We always aim to resolve things within eight weeks from when you first told us about your concerns, but if it looks like it will take us longer than this, we will let you know the reasons for the delay and regularly keep you up to date with our progress.

If we can’t respond fully to your complaint within eight weeks, or you’re unhappy with our final response, you can refer your complaint to the relevant ombudsman. Depending on who insures your plan, you can find details of the relevant ombudsman below but we will also provide you with their contact details and more information about the service when we send you our final response or at the end of the eight weeks.

Please note: If you have a complaint about the way your plan was sold to you and you bought your plan through an Intermediary/broker, please contact them in the first instance.

Contacting the relevant ombudsman

If your policy number starts with BX, AX or 0000000X please use these details to contact the Financial Ombudsman Service.

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
United Kingdom

Telephone: +44 (0) 207 964 1000
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

None of these procedures affect your legal rights.

Online Dispute Resolution
If you purchased on-line and wish to complain you can use this email address to contact us Complaint.Resolution@axa-ppp.co.uk or alternatively you can use The Online Dispute Resolution platform website.

If your policy number starts with BD, please use these details to contact the Financial Services and Pensions Ombudsman.

The Financial Services and Pensions Ombudsman
Lincoln House
Lincoln Place
Dublin
D02 VH29

Telephone: +353 1 567 7000
Email: info@fspo.ie
Web: www.fspo.ie

Online Dispute Resolution
If you purchased on-line and wish to complain you can use this email address to contact us: AGHCustomerRelations@axa.com or alternatively you can use The Online Dispute Resolution platform website.