Terms and Conditions

  1. Legal
  2. General
  3. Availability
  4. Information
  5. Security
  6. Liability
  7. Trademarks, copyright and other intellectual property rights
  8. Linking to the Website
  9. Hypertext links from the Website
  10. Posting material
  11. Offences
  12. Making a complaint
  13. Aggressive or abusive behaviour
  14. You must not attack the website
  15. Applicable law
  16. AXA Group

These Terms and Conditions of Use and our Privacy Policy (together the 'Terms and Conditions') apply to your use of the domain axa.co.uk (the 'Website') and all sub-domains of the Website. Information about our use of Cookies can be found in our Cookie Policy. Please read the Terms and Conditions carefully.

By proceeding with access to the Website you are deemed to have accepted the Terms and Conditions. If you do not agree with the Terms and Conditions, then please refrain from accessing or using the Website.

Please note that the Website is intended for use by residents of the United Kingdom whilst in the United Kingdom only. It is not applicable to residents or investors of other countries because the law in other countries may restrict the distribution of the information and products on the Website. For the avoidance of doubt none of the information on the Website constitutes an offer to contract in any country in which it is accessed, including (without limitation), the United Kingdom.

We may revise the Terms and Conditions of Use at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we make, as they are binding on you.

General

The Website is provided by AXA UK plc (trading as AXA UK) a public company limited by shares incorporated in England and Wales under company number 2937724 and whose registered office is at 20 Gracechurch Street, London, EC3V 0BG.

Some of the information available on the Website has been provided by other companies within the AXA Group of companies in the United Kingdom. Separate terms and conditions govern that information and these terms and conditions are available when you access the relevant pages within the websites of those companies.

The Website may also contain hypertext or other links to websites operated by other third parties. The responsibility for those websites belongs to the third parties who are identified as operating those websites. Separate terms and conditions will apply to those websites and you are encouraged to read those if you access those links.

Availability

AXA UK will endeavour to ensure that the Website is accessible for 24 hours a day but will not be liable if‚ for any reason‚ the Website is unavailable for any time or for any period. AXA UK will have the right to suspend access to or withdraw this website temporarily or permanently and without notice.

AXA UK will not be liable for any loss or damage arising in contract‚ tort or otherwise if the Website is unavailable or suspended for any reason.

Information

The information contained on the Website is provided for information purposes only and AXA UK will use reasonable care and skill to ensure that it is accurate at the date of publication. However‚ because of the nature of the Internet‚ there may be circumstances in which errors occur within the information. Consequently, AXA UK makes no warranty or guarantee as to the accuracy of any information on the Website and cannot accept liability for any errors or omissions within it.

Reliance on information posted

Commentary and other materials posted on the Website is not intended to amount to advice on which reliance should be placed. AXA UK accepts no responsibility or liability arising from any reliance placed on such materials by you or by any third party who may be informed by any of its contents.

Security

AXA UK will take all reasonable steps to ensure that any information you provide via e-mail and / or via the Website is kept secure‚ but please remember that‚ because of the nature of the Internet‚ the security of emails cannot be guaranteed. Consequently, your privacy of your data in such email correspondence cannot be guaranteed. There is no guarantee that any emails that you send to us will be received by us.

We process information about you in accordance with our Privacy Statement. By using the Website, you consent to such processing and you warrant that all data provided by you is accurate.

Additional information regarding the security of personal data‚ and the use of cookies is available in our Privacy Statement.

Liability

AXA UK shall not be liable for any loss of use, profits, savings or data or any indirect, special or consequential damages or losses, whether such losses arise in contract, negligence or tort, including without limitation, any losses in relation to your use of, reliance upon or inability to use the Website.

AXA UK cannot warrant that the Website is free of viruses or technical defects of any description‚ and accepts no responsibility for any technical problems arising from your use of the Website.

We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of the Website or to your downloading of any material posted on it or on any website linked to it.

The AXA logo is a registered trademark of AXA S.A. which claims trademark rights in the logo. AXA UK owns the copyright and all other intellectual property rights existing on or within the Website. All such rights are reserved and you may not reproduce the logo without AXA UK’s written consent.

Save as provided below (at AXA Newsroom Website) you are not permitted to download‚ print‚ redistribute or extract any information from the Website other than for your personal‚ non-commercial use and not for any purpose that damages our reputation or takes advantage of it.

You are not permitted to modify or in any way change any of the information available on the Website. You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

AXA Newsroom

The terms and conditions apply to your use of axa.co.uk/newsroom. You may print, copy or redistribute any or all parts of any press releases, notices, photographs and infographics that are intended for general public use by AXA UK which are posted on axa.co.uk/newsroom.

Linking to the Website

You may link to the website, provided you do so in a way that is fair and legal does not damage our reputation or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.

The Website must not be framed on any other website, nor may you create a link to any part of our website other than the Website. AXA UK reserves the right to withdraw linking permission without notice. Our status (and that of any identified contributors) must always be acknowledged as the authors of material on the Website.

The Website may contain links to other websites which are outside our control and are not covered by the Terms and Conditions. Where the Website contains links to other websites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those websites or resources and accept no responsibility for them or for any loss or damage that may arise from your use of them. You should read carefully and agree with the terms and conditions of third party websites before using them.

If you access other websites using the links provided, the operators of those sites may collect information from you which will be used by them in accordance with their own privacy policy, which may differ from ours.

Posting material

AXA UK accepts no responsibility or liability to any third party in relation to the content or accuracy of any information or materials posted by you onto the Website or any information posted on external websites. AXA UK retains the right to remove any information or materials posted by you on the Website if such information or material is or is likely to be offensive, illegal, harmful, or threatening and / or belongs to someone else. Unless otherwise stated any views expressed are of individuals contributors and not of AXA UK.

Offences

You must not misuse the Website by knowingly introducing viruses, trojans, worms or other material which is malicious or harmful. You must not attempt to gain unauthorised access to the Website, the server on which the Website is stored or any server, computer or database connected to the Website.

Making a complaint

AXA aims to provide the highest standard of service to every customer.

If our service does not meet your expectations we want to hear about it so we can try to put things right.

All complaints we receive are taken seriously. Following the steps below will help us understand your concerns and give you a fair response.

We will aim to resolve your complaint as quickly as possible. If we can’t find a resolution within 3 days of you registering a complaint and we need to make further enquiries, we will:

  • Provide a written acknowledgment of your complaint within five working days of receipt.
  • Provide details outlining our process and how you can contact us.

In these circumstances, we aim to resolve your complaint as quickly as we can. However, if we are unable to do this within eight weeks, we will write explaining what is happening and when we expect to have an answer.

How to make your complaint

The majority of complaints can be resolved quickly and satisfactorily by the department you are dealing with.

Telephone contact is often the most effective way to resolve complaints quickly.

Alternatively you can write to us.

When you make contact please tell us the following information

  • Name address and postcode, telephone number and e-mail address (if you have one).
  • Your policy and/or claim number, and the type of policy you hold.
  • The name of your insurance agent/firm (if applicable).
  • The reason for your complaint.

Any written correspondence should be headed ‘complaint’ and you may include copies of supporting material.

Beyond AXA

Should you remain dissatisfied following our final written response, you may be eligible to refer your case to the Financial Ombudsman Service (hereafter referred to as the FOS).

The FOS is an independent body that arbitrates complaints in the Financial Services industry.

The FOS can only consider your complaint if we have given you our final decision.

You have six months from the date of our final response to refer your complaint to the FOS. This does not affect your right to take legal action.

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Tel: 0800 023 4567
Tel: 0300 123 9123
Fax: 0207 964 1001

Email: complaint.info@financial-ombudsman.org.uk

Web: financial-ombudsman.org.uk

Online Dispute Resolution

The European Commission has also provided an Online Dispute Resolution Service for logging complaints. To use this service please visit ec.europa.eu/odr.

Aggressive or abusive behaviour

We won’t accept aggressive, threatening or abusive behaviour over the phone, online, or in writing. This includes:

  • Threats of physical violence.  
  • Behaviour or language that may cause someone to feel threatened or distressed.  
  • Comments or remarks which are sexual, racial, or about religious beliefs or culture.  
  • Bullying or swearing.

If you (or someone acting on your behalf) are abusive when speaking to or messaging us or our trusted suppliers, we may:

  • End the current call or conversation with you. We’ll always warn you first.  
  • Block any further phone calls, emails or social media contact. If you do still get in touch, we may not answer your message.   
  • Limit contact with you to one type of communication. For example, by letter only.  
  • Limit our contact with you to one member of staff only.  
  • Not offer you a renewal of your policy.  
  • Cancel your insurance policy, giving you 7 days’ notice.  

You must not attack the Website

By breaching this provision you may commit a criminal offence under the Computer Misuse Act 1990. We may report any such offence to the relevant law enforcement authorities and we will cooperate with those authorities by disclosing your identity to those authorities.

We will not be liable for any loss or damage caused by malicious or harmful material that may infect your computer, your computer equipment, computer programs, data or other proprietary material as a result of your use of the Website or as a result of you downloading any material posted on them or downloading any material from any website linked to them.

Applicable law

AXA UK has established the Website in England. We have chosen the laws of England and Wales to apply to the Website and for any dispute to be heard by the Courts of England and Wales. However, AXA UK recognises that you are free to choose the laws and jurisdiction of Scotland or Northern Ireland if you are resident there and wish to do so.

AXA Group

Wherever the name 'AXA' is used on the Website, this implies one or more of the following companies within the AXA Group of companies, which may offer products or services on the Website. Further details can be found on the respective companies’ websites.

AXA Insurance UK plc

Trading as AXA Insurance and AXA Solutions, a public company limited by shares incorporated in England and Wales with company number 078950 and whose registered office is at 20 Gracechurch Street, London, EC3V 0BG.

Architas Multi-Manager Limited

A private limited company incorporated in England and Wales with company number 06458717 and whose registered office is at 20 Gracechurch Street, London, EC3V 0BG.

AXA Portfolio Services Limited

A private limited company incorporated in England and Wales with company number 1128611 and whose registered office is at 20 Gracechurch Street, London, EC3V 0BG. AXA Portfolio Services Limited trades as Architas, AXA Self Investor and Architas.

Winterthur Life UK Limited

A private limited company incorporated in England and Wales with company number 3116645 and whose registered office is at 20 Gracechurch Street, London, EC3V 0BG.

AXA PPP healthcare Limited

A private limited company incorporated in England and Wales with company number 03148119 and whose registered office is at 20 Gracechurch Street, London, EC3V 0BG.

Swiftcover Insurance Services Limited

A private limited company incorporated in England and Wales with company number 05298352 and whose registered office is at 20 Gracechurch Street, London, EC3V 0BG.

AXA Direct Limited

A private limited company incorporated in England and Wales with company number 02204119 and whose registered office is at 20 Gracechurch Street, London, EC3V 0BG.

AXA UK plc

A public company limited by shares incorporated in England and Wales with company number 02937724 and whose registered office is at 20 Gracechurch Street, London, EC3V 0BG.