Complaints

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 Investment Managers 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:

Call us on: 0345 777  5511 from the UK or 00(44) 1268 448 667 from overseas.

Our lines are open 9:00am–5:30pm Monday to Friday.

As part of our commitment to quality service, telephone calls are recorded.

Email us at: axa-im@uk.dstsystems.com

Write to us at:
Client Investigation Team
AXA Investment Managers UK Limited
PO Box 10908
Chelmsford
CM99 2UT
UK

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

Please note: if you wish to complain about an AXA insurance product such as car insurance or home insurance, go to https://help.axa.co.uk/

How to make a complaint about your BNP Paribas Asset Managers account

We place considerable importance on providing our clients with the highest level of service.  However, we understand there may be times when we do not meet your expectations. If you are dissatisfied with the service we’ve provided, please contact us using the details below:

Contact

In writing: 

Complaint Management
Compliance Department
BNP Paribas Asset Management UK Limited
5 Aldermanbury Square
London, EC2V 7BP

Telephone: +44 207 595 2000

We will acknowledge your complaint in writing within 5 working days after receiving it. If in some cases we have had sufficient time to look into the matter and investigate what’s wrong, we will provide you with a full response in this letter.

No later than eight weeks after we have received your complaint we will send you a final response.

If we cannot send you a final response within eight weeks we will explain why we are not yet in a position to do so and tell you when we will next contact you. When we send you a letter to say we have dealt with your complaint, we will give the reasons for any decisions we have come to.

If we have reasonable grounds to believe that another party may be solely or jointly responsible for the issue alleged in the complaint, we may forward your complaint, or the relevant part of it, in writing to that other party. If this is the case, we will inform you of this decision in our response, the reason why it is has been forwarded either completely or partly and the other party’s contact details.

If your complaint falls within the jurisdiction of the Financial Ombudsman Service and you are unhappy with our final response, you may be entitled to refer your complaint to the Financial Ombudsman Service :

Financial Ombudsman Service
Exchange Tower
London E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123

How to make a complaint about the processing of your Personal Data (all entities)

Should your complaint relate to the processing of your personal data please contact us on AM.dataprotection@bnpparibas.com

We will acknowledge your complaint within 30 days of receipt and respond without undue delay.

Should you wish to lodge a complaint with the competent supervisory authority, in the UK the Information Commissioner’s Office –  www.ico.org.uk

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.