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 continously improve the products and services we offer.
AXA has over 16 million customers in the UK and the volume of complaints (0.06%) reflects our efforts to ensure that we provide a courteous and efficient service and that our customers are treated fairly. 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
Winterthur - FSA Half yearly report January 2011 - June 2011
| 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 | 38 | 35 | 97.1% | 20.0% |
| Decumulation Life & Pensions | 1,162 | 1,077 | 95.5% | 44.7% |
| Investments | 30 | 23 |
100.0% |
52.2% |
During the 6 month period ending June 2011, a total of 1,230 complaints were received. This is equivalent to 1 complaint for every 407 policies in force.
