AXA Complaints Handling Process Test v2

Purpose - The purpose of this test is to help you test your knowledge about the AXA Complaints Handling Process. You need to know about the process because the FCA has changed the rules about complaints handling, and we have changed our process to stay compliant with the rules. This test is about the new process and about what constitutes a complaint as defined by the FCA. Every customer-facing member of staff must take and pass the test because we need to show that we are compliant with the new rules and that we have made efforts to ensure that our staff know the new rules.

What you need to do - Please attempt all the questions in the test: you’ll be given your score at the end. If you pass, well done! If it’s not so easy first time, please don’t worry; we have some revision modules and other resources to help you remember what you need to know. You can find more information about the new Complaints Handling Process on ONE.

Test structure - The test is a series of multiple choice questions. There are no essay questions. We have chosen some of our questions from real-life examples to make it more relevant to your everyday work.

Good luck and thank you for taking this test. We appreciate your efforts and that you are helping AXA be compliant with the new rules, and helping our customers, too.

Complaints Handling Process (copy)

Who are the FCA?

What is the key change to complaints handling coming into force on 1 July 2016?

Which of the following is not a criteria for an expression of dissatisfaction being a complaint?

Is this an example of a complaint? The customer called us because we set up a new policy but accidentally duplicated her direct debit and she incurred bank charges.

Is this an example of a complaint? We've given the customer incorrect information about our policy limits and this has caused them to take a day off work to purchase alternative cover but are already covered on our policy. They sound extremely concerned.

Is this an example of a complaint? We declined cover for a customer with a medical condition. As a result the customer decided not to book a holiday. We realised he was covered after all but it was too late for him to book. He was very upset on the phone.

Is this an example of a complaint? The customer has not been provided with a courtesy vehicle from our approved repairer in a timely manner and needed to hire a vehicle herself.

Is this an example of a complaint? One of our staff has a bad day and is rude to a customer who has called to ask for clarification about her policy. The customer hangs up in confusion before she receives the clarification then calls back in tears.

If we receive a complaint at 3.15 pm on Friday 15th August, by when do we need to resolve it for the complaint to be “informal”?

What’s an SRC?

If we have resolved a complaint on the second day following the date of receipt, what three things do we need to do, for the complaint to be “informal”?

When should you send an SRC?

A customer calls and is really angry because he thinks that our on-hold music is annoying. He asks to speak to your senior. Which set of actions do you perform?

What’s the process if a complaint remains unresolved after 5pm on the third working day following receipt of complaint?

Why are the SRC and the Final Response letter so important?