Axus Finland Oy later called “Ayvens Finland”, has adopted and established a specific Complaint Management Policy, aiming at the continuous improvement, and upgrading the quality of its customer service.

By implementing this policy, we make sure that complaints received are handled in a fair, prompt, efficient and confidential manner.

Complaints can be submitted in the following ways:

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  Electronically, by sending an e-mail to the following e-mail address: asiakaspalvelu@ayvens.com or using the webform.
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  By phone, at the customer service: +358 10 40400 (Monday to Friday from 10:00 to 16:00).
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  By post, by sending a letter to Ayvens Finland, Customer Service Department, Ohtolankatu 4, 01510 Vantaa

Complaints when submitted should be accompanied by all necessary information proving the identity of the complainant, as well as any useful information or possibly documents relating to the complaint submitted. The complainant must clearly describe the complaint in order to facilitate further investigation of the complaint to proceed with its final resolution.

Ayvens Finland proceeds with the following actions for the management of complaints:

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  Upon receipt of the complaint, Ayvens Finland shall inform the complainant verbally or in written within 5 working days as proof of receipt.
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  Ayvens Finland will make every effort to respond verbally or in written to the complaint within a maximum period of sixty (60) calendar days from receipt of the complaint, taking into account the content and gravity of each complaint.
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  If, for a significant reason, it is not possible to resolve the matter within the above sixty (60) calendar days from receipt of the complaint, Ayvens Finland shall inform the complainant, verbally or in written, on its own initiative, of the reasons for the delay, and a new time for the completion of the investigation of the complaint shall be determined.

Complaints data, results and actions taken are recorded and processed to improve the services provided.

On a regular basis, data related to the handling of complaints are analysed to ensure that any problems or weaknesses are identified and addressed. The analysis of complaints aims at the continuous improvement of the products and services provided to customers with the goal of correcting and eliminating relevant problems, as well as the satisfaction of the customer.

Through the above complaint management policy, Ayvens Finland, as the Data Controller, collects, maintains, and processes personal data in accordance with the applicable European and national legislative and regulatory framework. Further information is provided in the Personal Data Protection Statement, which is posted on the website.

If your complaint is related to the insurance policy or insurance services, you will find information on the following website: Ayvens Insurance | ayvensinsurance International

If your complaint is related to the collection and processing of your personal data, you will find information on the following website Privacy Statement or send an email to the following address: fi.dataprotection@ayvens.com