How to make a complaint

Not happy with our service?

We hope you never need to raise concerns about our service or any aspect of your membership with us. However, we value your feedback and we'll do our best to resolve things for you.

No matter how you decide to communicate your concerns, we'll listen.

If something hasn’t gone quite right and you’d like to talk to us about it, please use one of the following methods to get in touch:

Write to us

The Customer Relations Department
AXA – Global Healthcare
International House
Forest Road
Tunbridge Wells
Kent
TN2 5FE
UK

Call us

Tel: +44 (0) 1892 503856

Our team are available 24 hours a day, seven days a week. We may record and/or monitor calls for quality assurance, training and as a record of our conversation.

Message us from your online account

Log into your dedicated online account and send us the details of your complaint under the 'Complaint' query type in the inbox.

To help us resolve your complaint, we'll need the following:

• your name and membership details
• a contact telephone number
• a description of your complaint
• any relevant information relating to your complaint that we may not have already seen.

Timescales

We’ll respond to your complaint as quickly as we can, however, if we can’t get back to you straight away with a resolution, we’ll contact you to acknowledge your complaint and explain the next steps.

We always aim to resolve things within two months from when you first told us about your concerns, but if it looks like it will take us longer than this, we will let you know the reasons for the delay and regularly keep you up to date with our progress.

If we can’t respond fully to your complaint within two months, or you’re unhappy with our final response, you can refer your complaint to the relevant ombudsman. Depending on who insures your plan, you can find details of the relevant ombudsman below but we will also provide you with their contact details and more information about the service when we send you our final response or at the end of the two months.

Please note: If you have a complaint about the way your plan was sold to you and you bought your plan through an Intermediary/broker, please contact them in the first instance.