Have your Say!
At Axis, our customers are our priority, and we welcome your feedback, good or bad! We are committed to providing you with the best possible service. We take accountability and want to make sure we deliver on our promises, but we realise that sometimes, things don’t always go to plan, and we may need to put things right.
If you are not satisfied with any area of the service you have received from us, our internal complaint handling procedures are there to deal with your concerns on the rare occasions when things go wrong.
We value our customers highly and take all customer feedback seriously. When feedback is received we always aim to investigate it quickly, to identify the root cause, prevent any re-occurrence and, wherever possible, resolve to your satisfaction. We always apologise for mistakes or instances where our service did not meet our usual high standards.
How long it will take
Most issues can be resolved quickly by one of our members of staff, but there may be occasions where we need more time to investigate and resolve it. We will acknowledge your complaint in writing within 5 working days.
Whilst your complaint is being investigated, you will receive regular updates on the progress of the investigation, both by telephone and in writing.
We aim to resolve issues at the earliest opportunity. If this is not done within eight weeks of receipt, we will write to you explaining the reasons for the delay and give you an indication of when we expect to be able to provide a resolution. At this point if you are unhappy with the progress, you may refer your complaint to the Financial Ombudsman Service.
For our full Complaints procedure do not hesitate to contact us