Complaints

AXA IM aims at delivering a service of excellence to all its clients. We are aware that this service might nevertheless not always meet your expectations. In those cases, we are also there to support you. Our teams are always there to listen to you and to support and help you. We will send an acknowledgment of receipt within 10 business days after receipt of your complaint. We aim to provide you with an answer within two months maximum after the complaint’s receipt, unless special circumstances require otherwise, in which case, we undertake to explain those to you. 

Our main goal is your satisfaction and in order to achieve this we:

• Take into account all complaints in a rapid and efficient manner;
• Constantly improve our services and procedures thanks to your feedback.  Through you, we identify our weaknesses and possible enhancements and we try to bring an efficient, innovative solution to the issues you raise to us.

What is a complaint?

A claim is an expression of your unhappiness regarding one of our services that we provide to you.

Any information request, opinion or clarification regarding a service we provide will be treated by our teams in charge without being considered a complaint.

How to file a complaint?

If you would like to file a complaint, please send an e-mail to AXAIMBRU.clientservice@axa-im.com or send a letter to: AXA IM Benelux nv/sa, Place du Trône 1, 1000 Brussels. You can also get in touch with your usual contact by phone.

Do you have a complaint about AXA IM Select? If you are dissatisfied with how your file has been handled and your questions have not been answered to your satisfaction by your relationship manager or a colleague, please send an e-mail to select.belgium.compliance@axa-im.com or send a letter to: AXA IM Select SA, Complaints Department, Place du Trône 1, 1000 Brussels. 

To whom should you address your complaint?

• The depositary bank
• AXA IM
• Or the mediator/ombudsman

The coordinates of the Ombudsman who handles financial conflicts are:

Ombudsfin
North Gate II, Avenue Roi Albert II 8, bte 2
1000 Bruxelles
T : +32 (0)2 545 77 70
F : +32 (0)2 545 77 79
Ombudsman@Ombudsfin.be

You also have the right to take legal or extra-judicial action at any time if you reside in one of the countries of the European Union. The European online dispute resolution platform allows you to enter a complaint form (by clicking here) and informs you, depending on your jurisdiction, about your means of redress (by clicking here).