rrelentless and AXA Insurance aim to provide the highest standard of service to every customer. If our service does not meet your expectations, we want to hear about it so we can try to put things right.

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All complaints we receive are taken seriously. Following the steps below will help us understand your concerns and give you a fair response.

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How to make your complaint

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The majority of complaints can be resolved quickly and satisfactorily by the department you are dealing with. If your complaint relates to a claim on your policy, please contact the department dealing with your claim.

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All claims related complaints

 

If your complaint relates to a claim on your policy, please contact AXA Insurance:

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Phone: 01204 185 359*

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Email: commercial.complaints@axa-insurance.co.uk

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Post:

AXA Insurance Commercial Complaints

AXA House

4 Parklands

Lockstock

Bolton

BL6 4SD

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Administrative or sales-related complaints

 

If you have an administrative or sales related complaint, please contact your broker/agent

or alternatively contact rrelentless Ltd:

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Phone: 0333 091 1663*

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Email: contactus@rrelentless.com

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Post:

rrelentless Ltd

6 Beacon Way

Hull

HU3 4AE

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*Lines are open Monday to Friday, 9am-5pm, excluding public holidays.

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When you make contact, please tell us the following information:

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• Name, address and postcode, telephone number and email address (if you have one).

• Your policy and/or claim number, and the type of policy you hold.

• The name of your insurance broker/agent/firm (if applicable).

• The reason for your complaint.

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Any written correspondence should be headed ‘COMPLAINT’ and you may include copies of

supporting material.

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Beyond AXA

 

Should you remain dissatisfied following our final written response, you may be eligible to

refer your case to the Financial Ombudsman Service (FOS).

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The FOS is an independent body that arbitrates on complaints about general insurance

products. The FOS can only consider your complaint if we have given you our final decision.

You have six months from the date of our final response to refer your complaint to the FOS.

This does not affect your right to take legal action.

 

 

Post:

Financial Ombudsman Service

Exchange Tower

Harbour Exchange Square

London

E14 9SR

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Phone: 0800 023 4567* or 0300 123 9123**

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* Free for people phoning from a ‘fixed line’ (for example, a landline at home)

** Free for mobile phone users who pay a monthly charge for calls to numbers starting with

01 or 02

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Fax: 020 7964 1001

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Email: complaint.info@financial-ombudsman.org.uk

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Website: financial-ombudsman.org.uk

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Our promise to you

 

We will:

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• Acknowledge written complaints promptly.

• Investigate your complaint quickly and thoroughly.

• Keep you informed of progress of your complaint.

• Do everything possible to resolve your complaint.

• Learn from our mistakes.

• Use the information from complaints to continuously improve our service.

 

Telephone calls may be monitored or recorded.

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Financial Services Compensation Scheme (FSCS)

 

AXA Insurance UK plc are covered by the Financial Services Compensation Scheme (FSCS).

You may be entitled to compensation in the unlikely event we cannot meet our obligations to

you.

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This depends on the type of insurance, size of the business and the circumstances of the

claim.

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Further information about the compensation scheme arrangements is available at

www.fscs.org.uk.