Complaints old

Register a Complaint

Complaints Information

We are committed to provide you with the highest level of customer service. We do realise that things can sometimes go wrong, and when this happens, we would like to hear about it.

 

Telephone calls may be recorded for training and monitoring purposes.

 

We would like to assure you that all matters are dealt with seriously and in a confidential manner.

 

Submit the form above to register your complaint. You will receive an auto email with the reference number which should be quoted in all future communications.

 

Whilst all efforts will be made to revert back within 10 working days, if our final response is delayed beyond 15 working days or if more time is needed for investigation, we will inform you when we will be able to contact you again regarding your complaint.

 

As prescribed by Qatar Financial Centre Regulatory Authority Rules (QFCRA Rules), Conduct of Business Rulebook (COND), Chapter 2: Obligations of authorized firms, Part 2.6: Customer Complaints:

 

Within 4 weeks after the day the complaint is received, we must give, either:

(a)  a final response; or

(b)  a written response explaining why we have not been able to resolve the complaint and indicating when we will be able to contact you again about the complaint.

Within 8 weeks after the day the complaint is received, we will provide you, either:

(a)  a final response; or

(b)  a written response explaining why we have not been able to  give a final response,  stating reasons for the further delay and indicating when we expect to provide a final response.

 

If you are dissatisfied with our final response or dissatisfied with any delay in our response (beyond 8 weeks), you may apply to the independent adjudicator under the Customer Dispute Resolution Scheme (CDRS), within 3 months of receiving our final response.

 

The CDRS is an independent body authorised to arbitrate between companies regulated by the QFCRA and their customers. You may do so by sending details of your complaint by letter to The Customer Dispute Resolution Scheme, PO Box 22989, Doha, Qatar, or by email (complaints@cdrs.org.qa) stating the AXA Complaint Reference Number.