AxiCorp Limited (Axi) is committed to:
We welcome feedback on our service at any time. If you are dissatisfied with our services please give us the opportunity to fix the problem. We will investigate, answer your questions and work hard so you enjoy trading with Axi.
Axi’s complaints handling procedures seek to ensure complaints are reviewed independently and result in fair resolutions to customer complaints.
Axi defines a complaint as “an expression of dissatisfaction, whether oral or written, with a product or service provided by Axi that is not resolved at the first point of contact.”
Any member of Axi staff can receive a customer complaint and has the responsibility to do everything within their authority to resolve the issue at the first point of contact.
Where a member of staff feels they lack the experience, expertise or authority to settle the matter immediately, they may refer the matter to their supervisor.
We may ask you to provide details to us in writing. This includes, specifying the nature of the complaint, providing us with specific details and the desired outcome or action you wish Axi to take to settle the complaint to your satisfaction. We may ask you to provide relevant material to support the complaint; doing this will help us respond quickly.
You can contact our Client Services team through any of the contact details below:
36 - 38 Leadenhall Street
On receipt of your complaint our staff will acknowledge your complaint and, where required, will commence an investigation.
Whilst our internal procedures allow us up to eight weeks to deal with a complaint, every effort will be made to resolve complaints as quickly as possible.
We expect that our front line staff and supervisors will completely resolve the issues you raise. If, despite our best efforts, you believe your complaint has not been satisfactorily dealt with, you may elect to have the matter reviewed.
Simply write to Axi at the address below and our Complaints Officer will independently review the matter.
36 -38 Leadenhall Street
Timeframes & External Dispute Resolution
If after a period of eight (8) weeks, Axi has not completed its investigation and provided a final response, we must either:
FOS is an independent service in the UK established by Parliament for settling disputes between businesses providing financial services & their customers.
FOS will make a determination after reviewing your complaint and all relevant issues, for example any relevant FCA rules. FOS has the authority to resolve the complaint, and Axi will be bound by their determination. Should you decide to utilise FOS, you can do so free of charge.
You can contact FOS in the following manner:
By writing to:
Financial Ombudsman Service
Please note that FOS will not consider a complaint until we have had the opportunity to address the complaint, and any reference to FOS should not be made by you until you receive a final response from us or eight weeks after the date of your complaint, whichever is sooner.
Date of Issue: 1st January 2018