How can you make a complaint
Ark is committed to providing the highest standards of service to its policyholders, but sometimes things can go wrong. In the event that you are not satisfied with the service you have received, you can get in touch by using your usual contact, normally a broker or representative. You may also reach us directly by using the e-mail firstname.lastname@example.org.
What should you do when making a complaint
So we can deal with your complaint effectively, it will be helpful if you will provide us with the following details in your e-mail:
What we will do
Every complaint matters to Ark, and we appreciate that this is a disappointing experience for you, so we will deal with your complaint as quickly as possible. Occasionally, depending on the circumstances, it may take us a little longer to investigate your complaint, but we will always keep you informed. On every complaint we will:
What can you do if you remain dissatisfied
Your complaint is important to us and, whilst we aim to resolve all complaints satisfactorily, there are times when this does not happen. Should you remain dissatisfied with the response that you receive from us, you may, if you wish, refer your complaint to Lloyd’s. Should you be eligible to refer your complaint, we will provide you with further details of this at the time we write to you with our decision.
Lloyd’s will investigate the matter and provide a final response. Lloyd’s contact details are as follows:
One Lime Street
London EC3M 7HA
Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225
Ultimately, should you remain dissatisfied with Lloyd’s final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The FOS is an independent service in the UK for settling disputes between consumers and businesses providing financial services.
The FOS’ contact details are as follows:
Financial Ombudsman Service
Telephone: +44 (0)300 123 9 123