General Information


Arc Legal Assistance is an independent legal expenses insurance and assistance services managing agent.

We are not involved in the retail sale of insurance products, but act in a wholesale capacity providing our products and services to financial service retailers who in turn sell them onto their customers.

We manage legal expenses insurance claims on behalf of a number of insurers. Our independence ensures that there is no conflict of interest in the way that we manage claims, and we work hard to deliver a first class and professional service.

We are not legal advisers and do not provide legal advice. Any legal services insured under our policies, or arranged by us, are provided by leading independent law firms.

If you wish to make a claim under your policy please ensure that you have contacted the legal helpline for advice before completing your claim form. The legal helpline telephone number can be found in your policy wording. If you do not have a legal helpline included in your policy, please refer to the section “How to make a claim” within your policy wording.

You can complete and submit your claim form online, or upload documents using our secure document upload feature by visiting the section on the left hand side entitled Submit Claim Form & Upload Documents Online.

Please note wherever possible all claims correspondence will be sent by email.


Policyholder Complaints Process

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 for complaints are:

Arc Legal Assistance
PO Box 8921
Colchester
CO4 5YD

Telephone: 01206 615000

Email: customerservice@arclegal.co.uk

For any general claims queries, please email claims@arclegal.co.uk

The contact details for the Financial Ombudsman Service are:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 08000 234 567

Email: complaint.info@financial-ombudsman.org.uk

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

Contact Us

Please use the contact details below to get in touch.

Arc Legal Assistance Ltd
The Gatehouse
Lodge Park
Lodge Lane
Colchester
CO4 5NE
0344 770 9000
claims@arclegal.co.uk

We will aim to respond to an email within 5 working days.

Arc Legal Assistance Ltd. Registered in England No: 4672894.

Registered address: The Gatehouse, Lodge Park, Lodge Lane, Colchester, CO4 5NE.

VAT Number: 821128563.

© 2017 Arc Legal Assistance Ltd

Arc Legal Assistance Ltd is authorised and regulated by the Financial Conduct Authority.
Our Firm Reference Number is 305958.