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. 

Call us

Lines are open 8am to 8pm Mon – Fri and 9am to 5pm on Sat.


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