Initial contact filled me with lot's of confidence that you could help me with this serious issue. I fully accept that 5 days is an average response time but my wife has to potentially walk 3+ mi... See more
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Review summary
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The person I spoke to was helpful to me. She listen to what I was saying and explained the role of the company. She agreed send out the appropriate forms to me to read and to complete what is applicab... See more
Company replied
We couldn't have managed without Arc Legal. Our claim 60263/000219 . They moved in swiftly to help us with our landlord insurance. We unfortunately had very difficult tenants. Thank you so much... See more
Company replied
I was very anxious & I called to follow up the submission of my claim, as I had a very tight deadline. Lyn was very reassuring & took the time to explain the whole process. She made me feel so much... See more
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Company details
About Arc Legal Group
Written by the company
Arc Legal Group is a specialist provider of ancillary insurance products and services with deep knowledge and experience in each of our chosen markets.
With over two decades of industry experience, we are experts in our field and our underwriting knowledge and capacity is supported by our parent company, AmTrust. We are reliable, ethical, and obsessed with delivering high quality ‘bespoke’ products and excellent customer service.
To demonstrate our commitment to offer a consistently high-quality service, we were delighted to achieve double ISO certification in June 2023:
- ISO 9001 certification, the world’s most recognised quality management system standard
- ISO 14001 certification, the international standard for environmental management systems (EMS)
Arc Legal Group is a fully registered Financial Services Qualification System (FSQS) supplier and member of the Hellios community, and a member of the Managing General Agent’s Association (MGAA) network.
Contact info
Lodge Lane, CO4 5NE, Langham, United Kingdom
- 0344 770 9000
- customerservice@arclegal.co.uk
- www.arclegal.co.uk
4.1
Great
2K reviews
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Good professional support
The sense that you wanted to help rather than the all to familiar negative undertone
Excellent customer service
16 July 2026
Reply from Arc Legal Group
Dear Mr Flinders,
Thank you for your kind words. We are so pleased to hear that you had such a positive experience.
Kind regards,
Arc Legal Group
Rubbish company never get back to you…
Rubbish company never get back to you broken 5 day promise by weeks !
24 June 2026
Reply from Arc Legal Group
Dear Miss Johnson,
We are truly sorry to hear about the significant delay you've experienced and the lack of communication. We understand your frustration and are actively looking into why our promised timeframe was not met. We are committed to improving our response times.
To enable us to assist you further, please contact us via email at: customerservice@arclegal.co.uk to allow us to look into your concerns.
Kind regards,
Arc Legal Group
Missed et1 deadlines
Review: My Experience with ACA Arc Legal
I want to share my experience so others going through a similar process know what to watch for.
After raising my case through ACAS early conciliation and tesco home my insurance...
, I was referred to Arc Legal. In my experience, communication was a real problem — deadlines were repeatedly missed on their end, and when I ended up two days past a deadline myself, there was no accountability or ownership taken by my case handler, Tom
..apparently the ONLy claims manager
This left me in a difficult position, with an important employment tribunal deadline hanging in the balance, at a time when I badly needed clear guidance and reliable follow-through.
My honest concern, based on this experience, is that people referred through tesco insurance..to partner firms may end up with under-resourced representation, and can be left in limbo at exactly the moment they need timely support the most. If you're going through ACAS conciliation, I'd encourage you to stay on top of every deadline yourself and not assume the firm you're referred to will chase things for you.
I have emailed you case details and all you is cover up here...ridiculous and apalling staff
8 July 2026
Unprompted review
Reply from Arc Legal Group
Dear Mr Ako,
We appreciate you taking the time to share your detailed feedback regarding your experience with the legal referral process. We are truly sorry to learn that the communication and follow-through you received did not meet your expectations, especially during such a critical time with an employment tribunal deadline approaching.
We have requested further information from you to enable us to identify your claim.
Kind regards,
Arc Legal Group
They have time to explain things to…
They have time to explain things to you, don’t rush you, polite
13 July 2026
Reply from Arc Legal Group
Dear Bernice,
Thank you for your wonderful feedback. We are delighted to hear that you had such a positive experience with our team.
Kind regards,
Arc Legal Group
Was very careful to understand and…
Was very careful to understand and ensure my questions were answered.
15 July 2026
Reply from Arc Legal Group
Dear Mr Hudson,
Thank you for your positive feedback. We are so pleased to hear that we were able to address all of your questions thoroughly and carefully.
Kind regards,
Arc Legal Group
Reply from Arc Legal Group
Dear Customer,
We're so glad to hear that our advice is helping you make informed decisions. Thank you for your kind words.
Kind regards,
Arc Legal Group
Professional response from ARC Legal
Professional response from the legal advisor. Due to hearing problems, I couldn’t follow all the details, so having the option to receive advice by email would be greatly appreciated.
26 June 2026
Reply from Arc Legal Group
Dear Mr Lambrou,
Thank you for your feedback. We're glad to hear that you found the advice provided by our legal advisor professional. While we understand the benefits of receiving advice in writing, our legal advice helpline is only able to provide legal guidance over the telephone and cannot issue written legal advice.
Kind regards,
Arc Legal Group
Insurance cover limited
13 July 2026
Reply from Arc Legal Group
Dear Customer,
Thank you for taking the time to leave a review, your feedback is important to us.
As with any insurance, cover is limited and there are always policy terms & conditions which would need to be adhered to prior to a claim being accepted.
Kind regards,
Arc Legal Group
Brilliant service
Harry was brilliant explaining everything I needed to know. Very helpful. It’s lovely to hear somebody so polite couple weeks ago. fantastic service.
14 July 2026
Reply from Arc Legal Group
Dear Dee,
Thank you for your kind words and for taking the time to share your positive experience. We are delighted to hear that our service was fantastic and helpful.
Kind regards,
Arc Legal Group
Carpetbaggers...scalawags
Breached my sanity and mental health these people were contracted by Barclays my former employee.when I left I had approximately 10 cáses I needed help they ended up banning me instead of helping me now.an employment matters because Tesco took them on as well (background I think they just take people's money under guise of legal cover and throw them under bus)
Beware they will scam you..I've made my pea
Now they're trying to plug holes.. What email address do people complain on arc???? Stay away
1 July 2026
Unprompted review
Reply from Arc Legal Group
Dear Paddy sy,
We are truly sorry to hear about your experience and the impact it had on your well-being. I am unable to locate a file based on the information currently available therefore, I have requested more information so we can locate your file and address your concerns.
If you would like to contact us directly to discuss your concerns please email customerservice@arclegal.co.uk
Kind Regards,
Customer Relations Team
…excellent
So far arc level have been very supportive I feel there on my side and in control
8 July 2026
Reply from Arc Legal Group
Dear Matthew Wade,
Thank you for your excellent feedback. We are so pleased to hear that you feel supported.
Kind Regards,
Arc Legal
Not great service
I going to them through my home insurance. Lady was helpful but they solicitors they refer me to never called and discussed anything. Not impressed with the service. So not really happy but if they customer need to spend money dont go through them better to fight for their case by themself.
3 March 2026
Reply from Arc Legal Group
Dear Goldie Singh,
We appreciate you sharing your experience with us and we are sorry to hear that the referral did not meet your expectations.
Therefore, I have located your claim and have raised a complaint for you. Our team will be in touch in the next 5 working days.
Kind Regards,
Customer Relations Team
Clear & Helpful
The human who helped me took her time to understand and then explained clearly what the process was.
13 July 2026
Reply from Arc Legal Group
Dear AntQ,
Thank you for your kind words. We are pleased to hear that you were happy with your experience.
Kind Regards,
Customer Relations Team
Reply from Arc Legal Group
Dear Yasmin,
Thank you for your wonderful feedback. We are so pleased to hear that our communication was clear and professional.
Arc Legal Group
Reply from Arc Legal Group
Hi Kamal
Thank you for taking the time to share your positive experience. We are so pleased to hear that you received a high level of assistance from our team. We truly appreciate your kind words.
Arc Legal Group
Appalling service: Cover withdrawn after 4 years and complaints completely ignored
I have had an incredibly distressing and unacceptable experience with Arc Legal Assistance Ltd. They funded and directed my legal claim for nearly four years, consistently approving expert reports, Counsel's advice, and the preparation of court proceedings. However, at the most critical stage—right before court proceedings were to be issued—they abruptly withdrew my legal expenses cover. They justified this last-minute withdrawal by citing a factual date from 2015, even though this information had been sitting plainly in the files of their own appointed panel solicitors for years. Arc Legal outsourced the management of my case, yet attempted to penalize me for their own systemic failure to review their files. Their complaints handling is just as negligent. When I raised a formal complaint on 24 June 2026 regarding this wrongful withdrawal of funding, they effectively refused to investigate it. Instead of addressing my actual concerns, they met my complaint with silence and then issued a Final Response Letter that was completely unrelated to the funding withdrawal. They also made a bare, inaccurate assertion that the matter was already investigated, while entirely ignoring my disclosed vulnerabilities and repeated requests for accessible communication. Legal expenses insurance is supposed to protect you from catastrophic financial risk. Arc Legal led me to rely on their funding for years, only to pull the rug out at the eleventh hour and refuse to even engage with my complaint properly. I have now escalated this matter to the Financial Ombudsman Service. I strongly advise against relying on this company if you expect your policy to protect you when it actually matters.
PS. Your customer service refuses to speak to me. So don't be cynical about inviting me to contact them.
19 January 2026
Unprompted review
Reply from Arc Legal Group
Dear GGJP,
Thank you for your further review.
We are sorry to read that you remain dissatisfied.
As outlined in our previous responses, Trustpilot reviews are anonymised and we are therefore unable to identify an individual case or verify the circumstances described from the information provided.
We have previously invited you to contact our Customer Relations Team directly and provide a policy or claim reference so that we can review the matters you have raised. To date, we have not received sufficient information through this channel to enable us to identify the case in question.
We take concerns regarding funding decisions, complaints handling, vulnerability considerations and customer communications seriously. Where concerns are raised directly with us and sufficient information is provided, they are reviewed through our established processes.
Our position remains that we are unable to investigate or comment on the specific allegations made within an anonymous public review. If you would like us to review your concerns, please contact customerservice@arclegal.co.uk and provide the relevant reference details.
Kind regards,
Customer Relations Team
I could not get a straight answer to my…
I could not get a straight answer to my one question. Does Tesco Legal Guard cover representation at a Fatal Accident Inquiry. The Legal Helpline told me to submit a claim but this does not work unless an individual is named.
11 July 2026
Reply from Arc Legal Group
Dear Mr Cawkwell,
We're sorry to hear about the difficulty you experienced in getting a clear answer regarding coverage for a Fatal Accident Inquiry. We quite understand you confusion, typically a claim like yours is not covered by the policy.
However, its hard to assess all the facts on an advisory call and so by completing a claim form the team can consider if cover might apply in your individual circumstances.
Arc Legal Group
Telephone Calls give you false hope … different attitude in email responses!
Like others have said… they are pleasant and friendly when you call them where they give you false hope that they will assist with your claim. then they respond with an email with a totally different attitude and with a response where they have clearly not listened to your claim. They take your money and then do anything to wriggle out of taking on your claim. And again like others have said you end up giving up… but I will be raising a complaint on the basis of them giving misinformation and stating they had given me an appeal option when they clearly have not. I wonder how many claims they actually take on and provide counsel representation hmmmm 🤔… will not be renewing my home insurance with legal cover EVER again!
10 July 2026
Unprompted review
Reply from Arc Legal Group
Dear Caroline Donovan,
We are truly sorry to hear about your frustrating experience with your claim and the feeling of not being heard.
We have invited you to provide more information so we can review this concern for you.
Alternatively please email customerservice@arclegal.co.uk.
Arc Legal Group
Very friendly advisor
Very friendly advisor. Explained everything in detail.
Would defiantly recommend 👌
10 July 2026
Reply from Arc Legal Group
Hi Rachel,
Thank you for your wonderful feedback! We are so pleased to hear that our advisor was friendly and explained everything clearly. We truly appreciate your recommendation.
Arc Legal Group
Quick call back
Quick call back, clear and prompt advice and explanation of process to assess merits of claim. Many thanks
10 July 2026
Reply from Arc Legal Group
Dear Mr Cugley,
Thank you for your wonderful feedback. We are delighted to hear that you found our advice and explanation of the process clear and prompt. We appreciate you taking the time to share your positive experience.
Kind regards,
Arc Legal Group
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