Customer Complaints

Committed to Improvement

We know that sometimes things can go wrong. If you’ve had a bad experience or you have reason to complain, please let us know. We are committed to treating our customers fairly, we want to learn, put things right and have the opportunity to improve our services and products. 

How to Make a Complaint

Please note this is for UK complaints only. U.S. customers should contact the appropriate Claims department.

We can resolve many issues right away, so please as a first step get in touch with your usual contact, such as your broker or the team dealing with your claim or the sale or servicing of your policy. Your policy wording should provide details of the complaint process and contact details. 

If you prefer, you can make a complaint online using our complaint form, emailing us at [email protected] or calling us on 0333 207 2268.

You’ll need to tell us:

• Your personal details.
• Your policy and/or claim details.
• What’s gone wrong.
• How you would like us to put things right.

We are committed to ensuring our customers get the right help when they need it. If there are any specific circumstances or requirements that you think we should know about, such as a disability, financial hardship, bereavement — or anything else, then please let us know.

If we are unable to resolve your concerns quickly, we will:

• Acknowledge your complaint within five business days.
• Assign a dedicated complaint handler who will review your complaint.
• Carry out a thorough and impartial investigation.
• Keep you updated of the progress.
• Aim to resolve things as quickly as possible.
• Provide a written response within eight weeks of receiving your complaint. This will inform you of, as well as explain the results of our investigation.

Contact the Financial Ombudsman Service:

You may also be able to ask the Financial Ombudsman Service to carry out an independent review of your complaint. You have the right to ask them to review your complaint if we’ve been unable to resolve it within eight weeks. We will provide full details in our response if this is possible.

The Financial Ombudsman Service exists to help resolve complaints when we have not been able to resolve your complaint to your satisfaction. The service they provide is free and impartial. Whilst we are bound by their decision you are not, contacting them will not affect your legal rights.

In writing:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

By telephone: 0800 023 4567

You can also visit the Financial Ombudsman website for more information.

Please be aware that the Financial Ombudsman Service will only be able to consider your complaint after Arch has had the opportunity to consider and resolve it.

Complaints Form

Title

Full Name *

Date of Birth *

Email address *

We’ll use your email address to discuss your complaint with you, unless you opt for phone or post contact below.

How would you like us to contact you? *

• Email
• Phone
• Post

(Select one.)

Phone

What time of day would you prefer us to call?

• Morning (9 a.m. to Noon)
• Afternoon (Noon to 6 p.m.)

Address

Address Line 1

Address Line 2

City

State / Province / Region

Postal Code

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Details about your complaint

If you have documents or images that are relevant to your complaint, you can provide these once we have registered your complaint.

Policy number *

Does your complaint relate to a claim?

• Yes
• No

Claim number

Please explain the issue. *

Include dates, the names of people and suppliers involved, telephone numbers you’ve called, and any additional information that may be helpful in investigating your complaint.

How would you like us to address this issue? *

Submit