AXA Complaints
AXA receives more complaints than most insurers.
What customers experience
AXA received 48,085 complaints in the 2025-01-01 to 2025-06-30 reporting period -- that is roughly 4.7 complaints per 1,000 policies, which is below the sector average of 436.9. Compared to other insurers, AXA receives fewer complaints per customer.
Total Complaints
48,085
In 2025-01-01 to 2025-06-30
Rate (per 1,000 policies)
4.7 →
Sector Average
436.9
per 1,000 policies
Complaints by Product
| Product ↕ | Complaints ↕ | Share |
|---|---|---|
| Insurance & pure protection | 47,958 | 99.7% |
How does AXA compare?
Complaint rate per 1,000 policies
How to Complain About AXA
Complaints Contact Details
Phone
0330 024 1308Post
AXA Complaints, AXA House, 4 Parklands, Lostock, Bolton, BL6 4SD
Online Form
Submit complaint online →Steps to Escalate Your Complaint
Contact AXA complaints team
Call 0330 024 1308 or submit a complaint through the AXA website. AXA will acknowledge your complaint and assign a handler.
Wait for a final response or request a deadlock letter
AXA has 8 weeks to resolve your complaint. If they send a final response you disagree with, or the deadline passes, you can escalate.
Escalate to the Financial Ombudsman Service
If your complaint is unresolved after 8 weeks, or you have a final response letter, contact the Financial Ombudsman at financial-ombudsman.org.uk or call 0800 023 4567.
Need to write a complaint letter?
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AXA must respond to your complaint within 8 weeks. If they don't resolve it, you can escalate to the Financial Ombudsman Service.
Bottom Line
AXA receives more complaints than most insurers, which is worth knowing if you are thinking about switching. Existing customers who have had problems should know that the data backs up their experience -- you are not being unreasonable. Consider using our complaint letter generator below.
About This Data
Data sourced from official UK regulators for the period 2025-01-01 to 2025-06-30. Complaint rates are calculated per 1,000 policies. Ombudsman uphold rate from the Financial Ombudsman Service. Full methodology