Complaints Procedure

Arc & Co. is committed to providing the highest standard of professional care and consideration in the provision of its products and services. We recognise that there may be occasions when a client has cause to complain in relation to our actions or omissions.

When such a situation occurs, we will treat your complaint with the due process required to ensure your concerns are addressed, investigated and answered promptly and effectively.

If it becomes objectively apparent that you have suffered financial loss, material distress or inconvenience as a result of our action or omission, we will consider appropriate redress.

How to Make a Complaint

You may raise a complaint in writing, by telephone or by other means of contact. The method you choose will not affect the way your complaint is processed.

Our commitment to you:

  • Acknowledgement: We will acknowledge your complaint in writing (or by your preferred method of contact) within 5 working days of receipt.

  • Investigation: We will carry out an investigation to enable us to provide you with a comprehensive and appropriate response to all issues raised.

  • Final Response: We aim to issue our final response within 8 weeks of receipt of your complaint.

    • The final response will include:

      • Our understanding of your complaint;

      • Details of the investigations undertaken;

      • Our decision and the reasons for that decision;

      • Your right, where applicable, to refer the matter to the Financial Ombudsman Service (FOS).

      • The Company’s position regarding the waiving (or otherwise) of regulatory time-limits for referral to the FOS.

  • If we cannot respond within 8 weeks:
    We will write to you explaining the reasons for the delay, setting out what remains outstanding, and giving a revised expectation date for our full response. At that stage, you may have the right to refer the matter to the FOS.

 

Contact Details – How to Raise a Complaint

By Post:
Arc & Co.
60-62 Margaret Street
London W1W 8TF
United Kingdom

By Email:
enquiries@arcandco.com

By Telephone:
+44 (0)203 205 2121

Contacting the Financial Ombudsman Service

If, after our final response, you remain dissatisfied, you may refer your complaint to the Financial Ombudsman Service (FOS). Please note: the FOS will generally expect that you have given Arc & Co. the opportunity to respond first.

By Post:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
United Kingdom

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

By Telephone:
0800 023 4567 (UK freephone)
or 0300 123 9123

Website:
www.financial-ombudsman.org.uk

Additional Information

  • This Complaints Procedure applies to complaints relating to the regulated activities of Arc & Co. as listed on our website.

  • Please be aware of any regulatory time-limits for referral to the FOS; if we do not issue a final response within 8 weeks, you may be able to refer your complaint earlier.