Axi defines a complaint as “an expression of dissatisfaction, whether oral or written, with a product or service provided by Axi that is not resolved at the first point of contact.”

How to make a complaint via email

We may ask you to provide details to us in writing. This includes specifying the nature of the complaint, providing us with specific details, and the desired outcome or action you wish Axi to take to settle the complaint to your satisfaction. We may ask you to provide relevant material to support the complaint; doing this will help us respond efficiently.

You can contact our Client Services team through chat or contact us by phone. Please refer to our Complaints Handling Policy for more details.

Complaints handling policy

Investigation

Upon receipt of your complaint our staff will discuss the issue with you and, if required, will complete an investigation.

Our internal procedures allow us up to 60 days to deal with a complaint. If we are unable to resolve the complaint within 60 days, we will:

• Provide a final response in writing;
• Provide a written response explaining why we are not in a position to make a final response and provide an indication as to when we expect to be able to do so; and
• Inform the complainant that he or she may now refer the complaint to FOS. We would expect that in most cases the above process would deal with the matter fully and to your satisfaction.