We want to hear your feedback – good or bad. If things do go wrong and you’re not happy with our service it’s important to let us know, so we can put things right as quickly as possible. If you want to make a complaint, you can call us or write to us using the contact details below.
Call us
For Individual Plan or Small Medium size companies, call
0800 068 2497
For Large Corporate groups, call
0800 068 2494
Email via Member Online
Log in to your Member Online account and send us your complaint details via the secure Inbox. Make sure you select the ‘Make a complaint’ option.
Write to us
AXA Health
Phillips House
Crescent Road
Tunbridge Wells
Kent TN1 2PL
To help us investigate your complaint, please give us the following details:
- your name and membership number
- a contact phone number
- the details of your complaint
- any relevant information that we may not have already seen
We’ll respond to your complaint as quickly as we can. If we can’t get back to you straight away, we’ll contact you within five working days to explain the next steps. We always aim to resolve things within eight weeks from when you first told us about your concerns, keeping you up to date with our progress throughout.
The Financial Ombudsman Service
You may be entitled to refer your complaint to the Financial Ombudsman Service. The ombudsman service can liaise with us directly about your complaint and if we can’t fully respond to a complaint within eight weeks or if you are unhappy with our final response, you can ask the Financial Ombudsman Service for an independent review.
The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Phone: 0300 123 9 123 or 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: financial-ombudsman.org.uk