Policyholder complaints process

Our aim is to get it right, first time, every time.  If we make a mistake, we will try to put it right straightaway.

If you are unhappy with the service that has been provided, you should contact us at the address below. We will always confirm to you, within five working days, that we have received your complaint. Within four weeks you will receive either a final response or an explanation of why the complaint has not been resolved, plus an indication of when you will receive a final response. Within eight weeks you will receive a final response or, if this is not possible, a reason for the delay plus an indication of when you will receive a final response. After eight weeks, if you are unhappy with the delay, you may refer your complaint to the Financial Ombudsman Service.

You can also refer to the Financial Ombudsman Service if you cannot settle your complaint with us or before we have investigated the complaint if both parties agree.

Our contact details are:-

Arc Legal Assistance

PO Box 8921


CO4 5YD                              

Tel 01206 615000

Email [email protected]

(For general claims queries, please email [email protected])

The Financial Ombudsman Service contact details are:-

Financial Ombudsman Service

Exchange Tower


E14 9SR                      

Tel: 08000 234 567

Email: [email protected]  

Website: http://www.financial-ombudsman.org.uk/

Call us on 0344 770 9000