Complaints

At AXA Investment Managers, we place considerable importance on providing our clients with a high-quality level of service, and we value your feedback.

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?

You can contact us either via email at the address “AXAIMBRU.clientservice@axa-im.com” or by sending us a letter at the address : « Place du Trône 1 – 1000 Bruxelles ». You can also contact your usual contact person via phone.

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).