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 Insurance
AXA Insurance - FSA half yearly report July 2011 - December 2011
| Number of complaints opened | Number of complaints closed | Complaints closed within 8 weeks (%) | Closed complaints upheld by firm (%) | |
| General Insurance & pure protection | 5,713 | 5,940 | 94% | 37% |
During the 6 month period ending December 2011, AXA Insurance received 6.9 complaints for every £1 million of gross premium income.
AXA PPP healthcare
AXA PPP - FSA half yearly report July 2011 - December 2011
| Number of complaints opened | Number of complaints closed | Complaints closed within 8 weeks (%) | Closed complaints upheld by firm (%) | |
| General Insurance & pure protection | 1,764 | 1,889 | 96.0% | 42.3% |
During the 6 month period ending December 2011, AXA PPP received 1.3 complaints for every £1million of gross premium income.
AXA Wealth Services Limited
AXA Wealth - FSA half yearly report July 2011 - December 2011
| Number of complaints opened | Number of complaints closed | Complaints closed within 8 weeks (%) | Closed complaints upheld by firm (%) | |
| Banking | 2 | 3 | 100% | 0% |
| Home finance | 0 | 0 | N/A | N/A |
| General Insurance & pure protection | 207 | 212 | 100% | 15.1% |
| Decumulation Life & Pensions | 250 | 268 | 98.9% | 58.2% |
| Investments | 237 | 232 |
81.0% |
46.6% |
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 Self-Invested Personal Pensions.
