How to make a complaint

We are committed to providing You with an exceptional level of service and customer care. We realise that things can go wrong and there may be occasions when You feel that We have not provided the service You expected. When this happens, We want to hear about it so that We can try to put things right.

Who to contact?

The most important factors in getting Your complaint dealt with as quickly and efficiently as possible are:

1. to be sure You are talking to the right person, and;
2. that You are giving them the right information.

When You contact Us:

Please give Us Your name and contact telephone number. Please quote Your policy and/or claim number and the type of policy You hold. Please explain clearly and concisely the reason for Your complaint.

Step One - initiating Your complaint:

Does Your complaint relate to:

1. Your policy?
2. a claim on Your policy?

If A, You need to contact NJ Heritage Partnership on 0845 600 3076

If B, You need to contact AXA Claims on Tel: 0845 601 9140 We expect that the majority of complaints will be quickly and satisfactorily resolved at this stage, but if You are not satisfied, You can take the issue further:

Step Two - if You are still unhappy:

Should the response You receive be unsatisfactory, ask to speak to a Team Leader. Where a Team Leader cannot assist We will ensure You are put into contact with a Manager who will seek to resolve Your complaint.

Step Three - contacting AXA Head Office:

If Your complaint is one of the few that cannot be resolved by this stage contact the Head of Customer Care, who will arrange for an investigation on behalf of the Chief Executive:

AXA Insurance, Customer Care Team, 7th Floor, Civic Drive, Ipswich, IP1 2AN.

Or You may use e-mail: customercare@axa-insurance.co.uk

Step Four - beyond AXA:

If We have given You Our final response and You are still dissatisfied You may refer Your case to the Financial Ombudsman Service (Ombudsman).

Insurance Division, Financial Ombudsman Service

South Quay Plaza, 183 Marsh Wall, London, E14 9SR

Telephone: (0845) 080 1800, or fax: (020) 7964 1001

The Ombudsman is an independent body that arbitrates on complaints about general insurance products and other financial services. It will only consider complaints after We have provided You with written confirmation that Our internal complaints procedure has been exhausted. Please note that You have six months from the date of Ourfinal response in which to refer Your complaint to the Ombudsman. Referral to the Ombudsman will not affect Your right to take legal action.