Complaints
Version 1.0, 20 August 2026.
How to complain
We would rather know. Write to hello@arcmichael.com with "Complaint" in the subject line, or to ArcGabriel Ltd, [registered office address]. Tell us what happened, when, and what you would like us to do.
What happens next
We acknowledge within two working days. A named person investigates and replies in full within ten working days; if it will take longer, we tell you why and when to expect the answer. If you are not satisfied you may ask for the complaint to be reviewed by a director, who replies within a further ten working days.
What we are not
ArcGabriel Ltd is not a regulated firm and is not a member of the Financial Ombudsman Service. If your complaint is about mortgage or protection advice you received from a firm that uses ArcMichael, it should be made to that firm, which is responsible for the advice and has its own complaints process. We will tell you this and, if you ask, help you find the right contact.
Data protection complaints
If your complaint concerns personal data you may also contact the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.