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  • Complaints data

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  • In this ever changing environment our priority is to ensure that we continue to provide our customers with the service and the support that they require. We strongly believe that service is the key driver of a business in financial services which is why complaints from AXA customers are treated seriously and are shared with senior management to help inform how we can continuously improve the products and services we offer.

    If customers have a complaint which cannot be settled quickly, we have a robust complaints procedure by which issues are thoroughly investigated and reviewed.

    Company data

  • AXA Portfolio Services

    AXA Portfolio Services – Financial Conduct Authority half yearly report 1 July 2015 – 31 December 2015
      Number of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld by firm (%)
    Banking 0 0 n/a n/a
    Home finance 0 0 n/a n/a
    General Insurance &
    pure protection
    0 0 n/a n/a
    Decumulation Life & Pensions 223 341 95.6% 75.7%
    Investments 128 161 95.0% 86.3%

    AXA Portfolio Services is an investment company for investments and pension. 351 complaints received represents one complaint per 782 policies in force.

  • AXA PPP healthcare Limited

    AXA PPP healthcare Limited - Financial Conduct Authority half yearly report 1 July 2015 - 31 December 2015
      Number of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld by firm (%)
    General Insurance & pure protection 2,993 3,060 94% 44%

    During 6 month period ending 31st December 2015, AXA PPP received 2.18 complaints for every £1 million of gross premium income.

  • AXA Insurance UK plc

    AXA Insurance - Financial Conduct Authority half yearly report 1 July 2015 - 31 December 2015
      Number of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld by firm (%)
    General Insurance & pure protection 4,906 4,745 94.2% 60.8%

    During the 6 month period ending 31st December 2015, AXA Insurance received 4.6 complaints for every £1 million of gross premium income.