ADH 15.04a 57 MAKING A COMPLAINT We aim to provide the highest standard of service to every customer. If Our service does not meet Your expectations, We want to hear about it so We can try to put things right All complaints We receive are taken seriously. The following will help Us to understand Your concerns and give You a fair response. Making your complaint Please write to: The Managing Director Arc Legal Assistance Limited PO Box 8921 Colchester CO4 5YD Tel: 0844 770 9000 * Email: [email protected] *Calls are recorded and/or monitored. Call costs may vary depending on your service provider . Should You remain dissatisfied following Our final written response, You may refer Your case to the Financial Ombudsman Service at the address given below. The F inancial Ombudsman Service is an independent body that arbitrates on complaints about general insurance products. You have six months from the date of Our final response to refer Your complaint to the Financial Ombudsman Service . This does not affect Your right to take legal action. The Financial Ombudsman Service Exchange Tower Harbour Exchange Square London E14 9SR Tel: 0300 123 9123 or 0800 023 4567 Fax: 020 7964 1001 Email: complaint.info@financial -ombudsman.org.uk Our promise to You We will • Acknowledge all complaints promptly. • Investigate quickly and thoroughly. • Keep You informed of progress. • Do everything possible to resolve Your complaint. • Use the information from complaints to continuously improve Our service.