How to make a complaint

We would like to assure you that it is always the intention of AXA PPP healthcare to provide a first class standard of service.
 
If you are dissatisfied with the service we have provided or if you feel that we have made a wrong decision, we will of course try to address your concerns - your feedback is vital to helping us improve.

If you think things have gone wrong for you and you are unhappy with us, please contact our team of Personal Advisers in the first instance and they will try to resolve your complaint. However if you are still unhappy with their response, please raise your issue in the following way:

Contact us, preferably in writing

Customer Relations Executive
AXA PPP healthcare
Phillips House
Crescent Road
Tunbridge Wells
TN1 2PL

We will acknowledge your complaint upon receipt, investigate it and respond to you within 10 working days. We will, of course, keep you informed if there is unavoidable delay.
If you are dissatisfied with this response then we invite you to write, detailing why you feel our decision is incorrect in relation to the terms and benefits of your policy, to:

The Corporate Responsibility Director
AXA PPP healthcare
PPP House
Vale Road
Tunbridge Wells
TN1 1BJ

Again we will acknowledge your letter upon receipt. The Corporate Responsibility Director will - on behalf of our Chief Executive - review your complaint and respond to you within 20 working days of receiving your letter (we will, of course, keep you informed if there is unavoidable delay). 

The Financial Ombudsman Service

Should the matter still not be resolved to your satisfaction, you have the right to refer your complaint to:

Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
London
E14 9SR,
UK.

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

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 usually review a complaint where:

• we gave a final decision over six months ago
• your case already involves (or has involved) legal action.

 

None of these procedures affect your legal rights.

The Financial Services Authority (FSA) and Financial Ombudsman Service (FOS) publish aggregated complaints data for firms. The FSA also requires AXA PPP healthcare to publish data on the AXA UK website website to correspond with that published by them.