FAQ » Answer » How do I make a complaint?

How do I make a complaint?


We aim to provide the highest standard of service to every customer.


If our service has not met your expectations, we want to hear about it so we can try to put things right.


All complaints we receive are taken seriously. The following will help us understand your concerns and give you a fair response.


Making your complaint


Claims and medical assistance complaints


If your complaint relates to:


  • a claim you are trying to make (apart from Gadget Cover claims)
  • a claim you have made and are awaiting an update for (apart from Gadget Cover claims)
  • medical assistance you received while on a trip

The AXA Assistance team will need to receive and review the details of your complaint.


You can contact the AXA Assistance team by:


  • Email at claimcomplaints@axa-travel-insurance.com
  • Phone on 01737 815 227
  • Post to: AXA Travel Insurance, Head of Customer Care, The Quadrangle, 106-118 Station Road, Redhill, Surrey, RH1 1PR, United Kingdom

Gadget Cover claims


If your complaint relates to the Gadget Cover section of your policy, or a claim you have made for Gadget Cover, the Davies Group complaints team will need to receive and review the details of your complaint.


You can contact the Davies Group complaints team by:


  • Email at gadgetcomplaints@davies-group.com
  • Phone on 0345 074 4813
  • Post to: Davies Group, Unit 8, Fulwood Business Park, Caxton Road, Fulwood, Lancashire, PR2 9NZ, United Kingdom

Policy administration and customer service complaints


If your complaint relates to:


  • purchasing or making change to your insurance policy
  • your experience using our website and online forms
  • customer service you received when contacting the Southdowns call centre

Please contact our Sales and Service team by:


  • Email at info@southdownsinsurance.co.uk
  • Phone on 01903 255 659
  • Post to: The Operations Manager, 4th Floor, Southfield House, 11 Liverpool Gardens, Worthing, West Sussex, BN11 1RY

Alternatively, if you would prefer to provide the details of your complaint online, please visit our Contact Us form and select the relevant option.


What to provide when making your complaint


To help the complaints teams investigate your complaint quickly and thoroughly, please be sure to provide:


  • Your claim number (if applicable)
  • Your Southdowns policy number (if applicable)
  • Your full name, email address, phone number and postal address
  • Details of your experience and the reason you would like to make a complaint
  • Copies of supporting material (if applicable)

The Financial Ombudsman Service


If you remain dissatisfied following the final written response you receive, you may be eligible to refer your case to the Financial Ombudsman Service (FOS).


The FOS is an independent body that arbitrates on complaints about general insurance products. You have 6 months from the date of the final written response you receive to refer your complaint to the FOS, and doing so does not affect your right to take legal action.


You can contact the FOS by:




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