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.