Page 49 - Εταιρικό Comprehenshive
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Complaint and regulatory information
Not happy with our service?
We hope you never need to raise concerns about our service or any aspect of your policy.
However, if you do, please contact us and we will do our best to resolve things for you. Your
complaint will be acknowledged on receipt.
Step One
If having contacted us you feel we have not put things right, please contact:
Customer Relations Department,
AXA PPP International, Phillips House,
Crescent Road, Tunbridge Wells TN1 2PL, UK.
Telephone:+ 44 (0) 1892 772163
They will investigate your complaint and respond to you as soon as possible.
To allow us to investigate your complaint fully, the Financial Services Authority
(FSA) gives us up to eight weeks to get back to you, from the date you first raised
your complaint with us. However, we will respond sooner than this if we are able.
Step Two
If following our investigation, you remain dissatisfied or we are unable to provide a
response within the eight weeks permitted by the FSA, you may ask the Financial
Ombudsman Service to review your complaint. The address you need to write to is:
The Financial Ombudsman Service,
South Quay Plaza, 183 Marsh Wall,
London E14 9SR
Telephone: 0845 080 1800
Telephone: +44 (0) 20 7964 0198 outside the UK and Channel Islands
Email:
Website:
The Ombudsman will review complaints about:
•
the way in which your policy was sold to you
•
the administration of your policy
•
the handling of any claims.
Please note that the Ombudsman will not normally investigate complaints
concerning an insurer’s exercise of commercial judgement.
The Ombudsman will also not generally review a complaint where:
•
we have not had the opportunity to investigate and consider your complaint
•
the final decision issued by us was received more than six months ago
•
your complaint already involves (or has involved) legal action.
None of these procedures affect your legal rights.
