If you have a problem with the service you receive from Axi, you have the right to file a complaint. For these purposes, AXI defines a complaint as "an expression of dissatisfaction with our clients' handling of our commercial products or services, staff, or complaint, where a response or solution is clearly or vaguely anticipated or legally necessary."

Complaints can be registered by contacting our client services team via chat, or email. Please refer to our Complaints Handling Policy for more details.

Complaint Handling Policy

Upon receipt of your complaint, our staff will try to discuss the issue with you and investigate if needed. Our internal procedures allow us up to 14 days to deal with the complaint. If we are unable to resolve the complaint within 14 days, we:

(a) inform you of the reasons for the delay;

(b) provide you with updates about the progress of the complaint, and

(c) specify a date when a decision may be expected.

In most cases, we expect the above process to resolve the issues completely and to your satisfaction. However, if the dispute cannot be resolved to your satisfaction, clients may enter into an external dispute resolution.