We believe our intermediary partners don't intend for things to go wrong but unfortunately it will happen at times. How firms react can at times be more important than the issue itself.
Any verbal OR written expression of dissatisfaction, whether justified or not, which alleges the complainant has experienced:
This dissatisfaction must be in connection with a service provided by you or by us.
If the communication you receive meets this criteria then it constitutes a complaint and action needs to be taken to resolve the situation.
When investigating a complaint against you as the broker, you should take the following steps:
Put yourself in the customer’s shoes – how would you expect the company to right the wrong you had experienced?
If you find that you’re at fault, you should be placing the customer in the same situation they would’ve been in if the error hadn’t occurred.
At times, customers may complain to you about their insurer. When this happens you should forward that complaint to the insurer so they are able to record and investigate that.
According to the Dispute Resolution handbook (DISP), this complaint needs to be: forwarded promptly to the firm responsible for investigating the complaint and inform the complainant in a Final Response Letter why the complaint has been forwarded.
If you receive a complaint relating to an AXA Commercial product or service, you must notify us within one business day in line with your BUA or TOBA.
You can send details of the complaint to your existing contact (for example your dedicated claim handler), but the quickest way for the complaint to be managed is to send it directly to the relevant dedicated mailbox:
Commercial - firstname.lastname@example.org
Personal - email@example.com
If you have authority to handle complaints on our behalf (as a delegated complaint handling authority) then remember to notify us that a complaint has been received through your normal channel (such as the COMI return).
If we receive a complaint about you, we will refer that to you for your investigation.
Unfortunately, there will be situations where a customer does not accept the outcome proposed to their complaint. Where this occurs, they may have the right to refer their complaint to the Financial Ombudsman Service (FOS). The FOS will consider complaints from:
You must notify customers who are microenterprises and small businesses of their right to refer their complaints to the FOS. This will be contained within your final response to their complaint, or, 8 weeks following the receipt of their complaint if you haven’t issued your response letter.