MAKING A COMPLAINT

We are dedicated to providing you with a high-quality service and want to ensure that this is maintained at all times. If you feel that we have not offered a first class service or you have any questions or concerns about this Policy or the handling of your claim please contact us, and We will do our best to resolve the problem.

If you have any questions or concerns about the sale of your policy contact:

Compliance Manager
P J Hayman & Company Limited
Stansted House
Rowlands Castle
Hampshire
PO9 6DX

Email: customerservices@pjhayman.com

Call: 02392 419833

If your complaint is about a claim on your policy:

Complaints Team
AXA Partners
The Quadrangle
106-118 Station Road
Redhill
RH1 1PR

Email: claimcomplaints@axa-assistance.co.uk

Call: 0203 137 6512

We will aim to resolve your concerns within three (3) business days, following receipt of your complaint. A written Summary Resolution Communication will be provided to you if the complaint is resolved to your satisfaction.

In the unlikely event that you remain dissatisfied, you may be entitled to refer the matter to the Financial Ombudsman Service, free of charge.

If your complaint cannot be resolved within three (3) business days we will send you an acknowledgement letter to explain that your complaint has been escalated to the Head of Compliance, who will investigate your complaint and keep you informed throughout the process.

We will investigate your complaint and provide one of the following within eight (8) weeks of receipt of your complaint:

– A final response letter explaining the outcome of our investigation, the reason for our decision and information on the steps to take, should you remain dissatisfied; or

– A holding letter confirming when we anticipate we will have concluded our investigation.

Referring to the Financial Ombudsman Service:

Should you remain dissatisfied with the outcome of our investigation or we are unable to conclude our investigation within eight (8) weeks, you may be able to refer your complaint to the Financial Ombudsman Service (*if eligible), provided you do so within six (6) months of the date of the Final Response.

The contact details for the Financial Ombudsman are:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
E14 9SR

Customer Helpline: 0800 023 4567 or 0300 123 9 123

Email: complaint.info@financialombudsman.org.uk

Website: www. financial-ombudsman.org.uk

* The Financial Ombudsman Service may not be able to consider a complaint if you have not provided us with the opportunity to resolve it first, or if you are:

– a small business which has an annual turnover of more than £6.5 million; and has annual balance sheet of more than £5 million; or employs more than 50 persons.

– a trustee of a trust with a net asset value of more than £5 million; or

– a charity with an annual income of more than £6.5 million.

The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. The complaints handling arrangements above are without prejudice to your rights in law.