ADH 15.04a 33 Making a Complaint We aim to provide the highest standard of service to every customer. If our service does not meet your expectations, we want to hear about it so we can try to put things right. All complaints we receive are taken seriously. The following will help us understand your concerns and give you a fair response. Making your complaint If your complaint relates to a claim on your policy , please contact the department dealing with your claim. If your complaint relates to your policy , please contact the AXA Help Team on 0844 874 0211 or at: Customer Relations Manager AXA Insurance 9 Fudan Way Stockton on Tees TS17 6EN Email: [email protected] When you make contact please provide the following information: • Your name, address and postcode, telephone number and e- mail address • Your policy and/or claim number, and the type of policy you hold • The reason for your complaint Any written correspondence should be headed ‘COMPLAINT’ and you may include copies of supporting material. Beyond AXA Should you remain dissatisfied following our final written response, you may refer your case to the Financial Ombudsman Service at the address given below . The F inancial Ombudsman Service is an independent body that arbitrates on complaints about general insurance products. You have six months from the date of our final response to refer your complaint to the F inancial Ombudsman Servi ce. This does not affect your right to take legal action. The Financial Ombudsman Service Exchange Tower Harbour Exchange Square London E14 9SR Tel: 0300 123 9123 or 0800 023 4567 Fax: 020 7964 1001 Email : complaint.info@financial -ombudsman.org.uk