home insurance ombudsman (AXA)

kev.s

would anyone happen to know the contact details for the above?

dunstonh

There is no such thing as a home insurance ombudsman.

You have the financial ombudsman service (FOS). However, you cannot contact them without first going through the complaints process of AXA. Once AXA have given their final response to the complaint they will state that if you are still not happy you can then refer your case to the FOS. This is known as deadlock letter and its only at that stage that the FOS will become involved. Contact details for the FOS will be supplied .

If you try and bypass the complaints process and go direct to the FOS they will just forward your comments on to AXA and not get involved. Therefore wasting up to a week in passing the complaint on.

kev.s

cool, thanks,

should i write to axa direct or the broker? as axa are the under writers

or should i write to all 3 one after the other?

Northern rock
AXA
FOS

ben500

kev.s wrote: »

cool, thanks,

should i write to axa direct or the broker? as axa are the under writers

or should i write to all 3 one after the other?

Northern rock
AXA
FOS

You should direct your complaint to AXA there are strict requirements on the timescale they have to respond to your complaint, IIRC it is 2 weeks, they should keep you regularly informed as to what stage of the complaints process you are at and the alternative steps you can take if not satisfied with their in-house adjudication. Often an insurance company will capitulate just to avoid getting the ombudsman involved as irrespective of outcome there is a fee of around £78 for each enquiry dealt with by the ombudsman that had not been reasonably resolved by the insurer. It would be a good idea to cc all interested parties as one or other may independantly chose to resolve the matter directly with yourself or instruct those in the down-line to do so.

AXA have a complaints pack that should be sent out to you as an initial response, just call their helpline and give details of your complaint, keep notes, your call will be recorded. Details should be on the inside front or back cover of your policy booklet. Also check your policy it should have free legal cover and provide a number for this, in cases where you are in conflict with the company providing the legal cover you should be able to solicit advice from an independant source and this in most cases will be funded by your insurer. Most likely you will get an amicable resolve before you get to that stage and likely if the ombudsman rules against you it would be because your arguement is weak iyswim.

dunstonh

Depends on what your complaint is about. If your complaint is about the brokers/intermediary then you complain to them. If its about advice, you complain to the adviser. If its about the product and service from the product provider you complain to the provider.