At AX, we place our customers at the centre of everything we do and work hard to provide you with the best possible service. However, if you are unhappy with any aspect of the service you have received from us, please let us know. We will do everything we can to put things right.
To help with this, we have a Complaints Procedure that you can use to make us aware of any problems you’ve had. The investigation into your complaint will be conducted fairly and promptly.
Our Complaints Procedure meets the requirements of the Financial Conduct Authority – Accident Exchange Limited is authorised and regulated by the Financial Conduct Authority (FRN 836357).
- Complaints may be made in writing (to the Complaints Team, AX, Unit 605, Fort Dunlop, Fort Parkway, Birmingham, B24 9FD), by e-mail (to email@example.com) or by telephone.
- We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will conﬁrm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.
(from receipt of complaint)
||We will send you a written or electronic acknowledgement of a complaint within 5 business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.|
|Within 8 weeks||
Within eight weeks of receiving a complaint we will send you either:
|After 8 weeks||If you are not satisﬁed with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint, within 6 months from the date of our final response or the expiry of eight weeks from your complaint, whichever is sooner, to the Financial Ombudsman Service, whose details are as follows:
Call 0800 023 4 567
The Financial Ombudsman Service
London E14 9SR