We are committed to delivering the highest standards of customer care and we are always interested in your feedback.

If you would like to make a complaint about our service you can contact our complaints team using the following details:

Telephone: 020 7977 5700


Address: The Complaints Officer, Arc International, St Clare House, 30-33 Minories, EC3N 1PE

Whilst we will make every effort to maintain the highest standards, we recognise that there may be occasions when we fail to satisfy the particular requirements of our customers. We therefore have in place procedures to investigate and remedy any area of concern.

In such circumstances, we promise:

Lloyd’s of London

If we are unable to resolve a complaint which relates to the performance of your policy or the insurer, you may refer your complaint to Lloyd’s for review. Lloyd’s’ contact details are below, and further information on the referral process can be found on the Lloyd’s website.

Telephone: 020 7327 5693



Address: Lloyd’s Complaints Team, One Lime Street, London. EC3M 7HA

Financial Ombudsman Service

If you still feel that we have not been able to resolve the matter to your satisfaction, after this process you may have the right to refer your complaint to the Financial Ombudsman Service.

Telephone: 0300 123 9123


Address: The Financial Ombudsman Service, Exchange Tower, London. E14 9SR

If you take any of the actions above, this will not affect your statutory right to take legal action.

Online Dispute Resolution Platform

The European Commission has established an Online Dispute Resolution Platform (ODR Platform) that is specifically designed to help EU consumers who have bought goods or services online from a trader based elsewhere in the EU and subsequently has a problem with that online purchase. The ODR platform will refer your complaint to the Financial Ombudsman Service which will pass it on to Arc International.