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Complaints

We always aim to provide our clients with a high quality service. But if we don't meet your expectations, we want you to let us know straight away.

We aim to resolve  your complaint  promptly and objectively and we intend to:

  • Make it easy  for you to tell us about  your complaint
  • Carry out a thorough  investigation
  • Consider  our decision  carefully
  • Explain our conclusions to you clearly
  • Ensure  you are treated fairly
  • Learn through our mistakes

How to make  a complaint

We want you to be able to complain in any way you choose. If you are dissatisfied with our service  please let us know by:

Telephone: 0345 777  5511

As part  of our  commitment to  quality  service,  telephone calls  may  be recorded.

Email: axa-im@uk.dstsystems.com

In writing:
Client Investigation Team
AXA Investment Managers UK Limited
PO Box 10908
Chelmsford  CM99 2UT

Please provide us with your name, address and account or reference number  together with full details of your complaint.

How soon  will we deal with your complaint?

One of our independent specialists will attempt to resolve  your complaint  within three  business days following receipt. Should this not be possible, we will aim to resolve  (depending on the complexity) or acknowledge your complaint  in writing within five business days and include a copy of these procedures.

Your complaint  will be investigated promptly, impartially and thoroughly by our specialist who will provide you with a full response at the earliest opportunity.  If your complaint  is particularly complex, we will need  more time to investigate.

We have a regulatory obligation to send  you a final written response within eight weeks,  following the receipt  of your complaint.

In the unlikely event that  we are unable  to resolve  your complaint within eight weeks  after you first told us about  it, we will inform you accordingly in writing. At this stage we will provide you with the details of the Financial Ombudsman Service, together with an explanatory  leaflet.  This will enable you, should  you wish, to refer your complaint  to the Ombudsman if you are dissatisfied with the delay. We try to resolve  all complaints to our clients’  satisfaction. However, if you are unhappy  after receiving our conclusions, you may wish to refer the matter to the Financial Ombudsman Service.  This option will be available  to you during the six months following our final response and we will provide you with an explanatory  leaflet to assist, such a referral.

You can contact the Financial Ombudsman Service at:

The Financial  Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 08000234567 / 03001239123

From abroad: +44  20 7964 0500

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

Further  information

If your complaint  is about  the sale  of a product and you purchased through an Independent Financial Adviser (IFA) you should,  in the first instance, refer your complaint  to that IFA. If you are considering engaging a third party to help you with your complaint,  you should  be aware of any additional  costs involved. If you decide  to employ the services of a third party, any redress due will be paid directly to you.

AXA IM complaints process 16/02/2021

    Risk Warning

    The value of investments, and the income from them, can fall as well as rise and investors may not get back the amount originally invested.