Arc Legal Group Reviews 

Very helpful and guided me through every step

After 7 months of misery involving property damage, trespass, abuse, and a failed Party Wall Award - all fully documented with images, videos, and written admissions of fault - I genuinely thought that contacting Aviva to make a Legal Expenses Insurance (LEI) claim would finally bring some support. Instead, it marked the beginning of an even worse ordeal.

What followed was a confusing and stressful process of being ignored by Aviva, Arc Legal, and Irwin Mitchell. Communication was chaotic. Arc Legal’s handler told me they were overworked, likely had no cover while on holiday, and that the timescales I had been given were "not realistic".

The claim was then passed to Irwin Mitchell, who produced an assessment so flawed it was almost unbelievable: they misrepresented the situation, stated they didn’t have documents they had never asked for, listed the wrong property address, and advised me to "talk to the party wall surveyor(s)" despite me already explaining that the Party Wall process had collapsed and the surveyor was refusing to act. They even stated that HSE enforcement had not taken place, despite me uploading multiple pieces of evidence including the HSE enforcement email.

The claim was rejected before I even had the chance to provide the documents they claimed were missing. For example, they said they didn’t have proof of boundary ownership - it took me five minutes to obtain the deeds to both properties and confirm I am responsible for both boundaries.

Preparing, organising, and submitting the evidence took a huge amount of time, and Irwin Mitchell evidently didn’t read it or didn’t understand its implications.

I raised three complaints with Aviva about their process and communication failures. None were responded to. I wrote a Trustpilot review of Aviva and they told me to raise a complaint - so I raised a fourth complaint, which was also ignored.

I have now lodged a complaint with the Financial Ombudsman Service against Aviva, and will be doing the same for Arc Legal after receiving a Final Resolution Letter that reframed my complaint as being solely about "delays" and offered an insulting £30 goodwill gesture.

This entire experience has been worse than the original incident given that I'd paid these people to help me. I would strongly caution anyone relying on Aviva’s Legal Expenses Insurance or Arc Legal’s handling.

A big thank you to Vasile M at Arc Legal for his outstanding support. My case was extremely time-critical and Vasile immediately understood the urgency and worked hard to ensure everything progressed as quickly as possible. He was professional, responsive, knowledgeable and kept me informed throughout. His proactive approach and willingness to help made a very stressful situation much easier to manage. Excellent service and a real credit to Arc Legal. Highly recommended.

I rang to speak with someone and the lady who helped me was very nice. She gave precise answers to my questions.

Staff were so helpful and polite. As I have not much knowledge on downloading files on my phone ,they were so quick to send me a paper form to fill in , I think this is so much easier for people my age . So thankyou for understanding.

Helpful professionals on the phone. Just wasn't quite able to help with my issue...

Great service, very informative

Friendly, informative and the is easy to use.

Didn't immediately take on my case and didn't return my call as they said they would

Very professional service

Just starting out with this company but so far so good.
Knowledgeable polite staff.

Prompt return call.
Details regarding next steps for explained

We are going through an incredibly stressful time. Submitted claims form in respect of legal expenses insurance almost a month ago. Delay after delay. Assessor rude and accusational. Trying to create a problem concerning a "class action" which does NOT exist. Incredibly ignorant during telephone call. Delay due to 2 Assessors off on their holidays whilst we are unnecessarily stressed out with the whole situation. Escalated to complaints and broken promises. Have now referred back to AVIVA as a formal complaint. Next step Ombudsman. Very very unhappy. Awful Company to deal with.

UPDATE - STILL NO RESPONSE DESPITE "PROMISE" BELOW - OMBUDSMAN NEXT - TERRIBLE COMPANY TO DEAL WITH

very helpful, knew how to guide me to where i needed to be

Rang back quickly, listened and then responded with helpful advice. Calm and considered.

Helpful staff and quickness of response .

Not impressed that you have to fill in so much information on line before you can speak to someone.

Fast response, great knowledge and shared it in laymen’s terms which was super helpful.