Man on phone

Raising a complaint with AXA Health

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. 

Email from your online account

Log in to your online account and then 'contact us' and select 'make a complaint'.

Member Online

Call us

For personal members or if someone pays on your behalf 

  • If your membership number starts with AXA, call 0800 027 1384.​ You'll find your AXA Health membership number on your documents, or on a recent email from us
  • If you don’t know your membership number call 0800 132 203​.

For members of a small-medium business plan - usually a business with fewer then 250 employees including sole traders

For members of a large business scheme - usually a business with more than 250 employees 


Write to us

Customer relations team,
AXA Health,
International House,
Forest Road,
Tunbridge Wells,
Kent,
TN2 5FE

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