Complaints

about your AXA IM Alts account.

We aim to resolve your complaint quickly and fairly.

We intend to:

  • Make it easy for you to tell us about your complaint
  • Carry out a complete investigation for you
  • Consider our decision carefully
  • Explain our decision to you clearly
  • Make sure you are treated fairly
  • Learn from our mistakes

How to make a complaint about your AXA IM Alts account

We want you to be able to complain in any way you choose. If you are dissatisfied with our service please let us know:

Email us at: altsclientservice@axa-im.com

Write to us at:
Client Service Team
AXA Real Estate Investment Managers 
Tour Majunga 
6, place de la Pyramide 
92908 Paris – La Défense cedex – France.

Please provide us with your name, address and account or reference number together with full details of your complaint.
 

How soon will we deal with your complaint?

Once we receive your complaint, one of our complaint specialists will attempt to resolve your complaint within three business days.

If we are unable to resolve your complaint within three business days, we will aim to resolve or acknowledge your complaint by writing to you within five business days.

Your complaint will be investigated quickly, fairly and completely by our complaint specialist who will provide you with a full response as soon as possible.  If your complaint is particularly complicated, we may need more time to investigate.

We have a regulatory obligation to send you a final written response within eight weeks of you making a complaint to us.

In the unlikely event that we are unable to resolve your complaint within eight weeks of receiving your complaint, we will tell you in writing and include the details of the AMF Ombudsman Service, together with an explanatory leaflet.  If you are dissatisfied with the delay, you will be able to use this information to refer your complaint to the AMF Ombudsman Service.

We try to resolve all complaints to our customers’ satisfaction. However, if you are unhappy after receiving our final written response, you may wish to refer your complaint to the AMF Ombudsman Service. This option is available to you for six months following our final written response to your complaint. We will provide you with an explanatory leaflet on the AMF Ombudsman Service to help you refer your complaint to them.

Further  information

If your complaint is about the sale of a product and you used an Independent Financial Adviser (IFA) you should, in the first instance, refer your complaint to that IFA. If you are considering engaging a third party to help you with your complaint, you should be aware of any additional costs involved. If you decide to employ the services of a third party, any redress due will be paid directly to you.