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 having contacted us you feel we have not put things right, please use one of the following methods:

Write to us

The Customer Relations Department
AXA Global Healthcare (UK) Limited
Phillips House
Crescent Road
Tunbridge Wells 

Call us

Tel: +44 (0) 1892 504940

Our team are available 9am-5pm (GMT).

Submit online

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.


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 Financial Ombudsman Service. We will provide you with their contact details and more information about the service when we send you our final response or at the end of 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.

How to contact the Financial Ombudsman Service

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
E14 9SR

Telephone: +44 (0) 207 964 1000



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 or alternatively you can use The Online Dispute Resolution platform website.