If you aren’t happy with the action taken or the decision made in any of these cases, please write to our Complaints Service.
Who can contact our Complaints Service
Any individual or legal entity that is a policyholder, insured, beneficiary, injured third party or successor in title of any of them, and also participants in and beneficiaries of pension plans and investors.
How to contact our Complaints Service
You can contact our Complaints Service by writing to us and including the following details:
- Identification of the complainant.
- Identification or reference number of the contract and/or claim.
- Reasons for the complaint.
- Identification of the office, department or agent if the complaint is related to their actions.
- What the request is.
- A statement that the complainant is not aware of any administrative, arbitration or legal proceedings which are dealing with the issue raised in their complaint.
- Place, date and signature of the claimant.
Together with the written submission, the complainant must also provide any documentary evidence relating to the case which they have.
The written submission should be sent to:
Servicio de Atención de Quejas y Reclamaciones del Grupo AXA
Calle Emilio Vargas, 6
28043 Madrid
Using this form or by emailing centro.reclamaciones@axa.es
You can also submit your written complaint in person at any of our branches. To ensure that your complaints are dealt with as quickly as possible, we have a specially designed form available at all our branches which meets the requirements laid down in Order ECO/734/2004 and the Regulations governing the operation of our Complaints Service.
How we handle complaints
Our Complaints Service acknowledges receipt of the complaint and may ask both the complainant and the various departments or services in the AXA Group for any background information and details it needs.
The Complaints Service will review the case and make its decision within no more than ONE MONTH from the date the complaint is submitted to the Customer Ombudsman Service.
If no response is received within this period, the complaint will be considered rejected.
If the complainant is not happy with the Complaints Service’s decision or has not received a response within one month, they may contact the relevant Financial Services Complaints Service:
- Directorate General for Insurance and Pension Funds Complaints Service. Paseo de la Castellana, 44 - 28046 Madrid
http://www.dgsfp.mineco.es
- Investor Ombudsman. Paseo de la Castellana, 19, 28046 Madrid
https://www.cnmv.es/
To refer your case to the relevant Complaints Service, you will have to show that you have previously made your complaint to our Complaints Service and have received no decision within one month of submitting it, or that your complaint has been rejected or dismissed in whole or in part.
