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Complaints data

  • 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 Wealth Services Limited

    AXA Wealth - Financial Conduct Authority half yearly report January 2014 - June 2014
      Number of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld by firm (%)
    Banking 3
    3
    100% 0%
    Home finance 0 0 N/A N/A
    General Insurance & pure protection 99
    93
    94.6% 9.7%
    Decumulation Life & Pensions 40
    34
    97.1% 82.4%
    Investments 926
    978
    36.2% 11.2%

    AXA Wealth Services Limited promotes and distributes financial products from a limited range of companies. It also acts as a pension Trustee and administrator for AXA Wealth’s Family Suntrust range.

    Following enforcement action by the Financial Conduct Authority in September 2013 (which related to its investment advice business), AXA Wealth Services has been undertaking a past business review to identify any customers who may be affected by the issues highlighted in the enforcement. The higher level of investment complaints opened during the 6 months from January – June 2014 above (926 compared to 554 during the previous 6 month period) and the longer time taken to close them (36.2% within 8 weeks compared to 88.8% in the previous 6 month period) reflect the work being undertaken on this past business review.

    AXA PPP healthcare Limited

    AXA PPP - Financial Conduct Authority half yearly report January 2014 - June 2014
      Number of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld by firm (%)
    General Insurance & pure protection 3,604
    2,946
    90.6% 59%

     

    During the 6 month period ending June 2014, AXA PPP received 3.7 complaints for every £1 million of gross premium income.

    AXA Insurance UK plc

    AXA Insurance - Financial Conduct Authority half yearly report January 2014 - June 2014
      Number of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld by firm (%)
    General Insurance & pure protection 4,969
    5,085
    95% 46%

    During the 6 month period ending June 2014, AXA Insurance received 4.4 complaints for every £1 million of gross premium income.


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