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How to make a complaint

At Arma Karma we want to put things right if something has gone wrong. This page explains how to complain, what will happen and who is responsible.

Who we are and who is responsible

"Arma Karma" is a trading name of Arma Karma Limited, registered in England and Wales (company number 12002692), registered office Innovation Centre, Knowledge Gateway, Boundary Road, Colchester CO4 3ZQ. Arma Karma Limited is an appointed representative of Innovative Risk Labs Ltd, which is authorised and regulated by the Financial Conduct Authority (FRN 609155).

Innovative Risk Labs Ltd ("IRL") is our principal. IRL is responsible for our regulated insurance business, including complaints about it. We handle complaints under IRL's complaints procedure, and IRL oversees how every complaint is handled. You can complain to us, or directly to IRL, using the details below.

How to complain

You can complain by phone, email, post or any other reasonable means. Making a complaint is free.

Contact us (Arma Karma):

  • Post:

Arma Karma
Innovation Centre
Knowledge Gateway
Boundary Road
Colchester
CO4 3ZQ

  • Live chat: via our website armakarma.insure, operating hours Monday to Friday, 10am to 4pm. Weekends and Bank Holidays - Closed.

Or contact our principal, Innovative Risk Labs Ltd:

  • Complaints address: Innovative Risk Labs Ltd, 3rd Floor, 86-90 Paul Street, London EC2A 4NE
  • Email: [email protected] (please put "Complaint" and "Arma Karma" in the subject line)

Calls to 03 numbers cost the same as calls to 01 and 02 numbers and are included in inclusive minutes.

Please tell us:

  • - your name and how we can contact you;
  • - your Arma Karma subscription policy number (beginning AKP);
  • - what went wrong, and when;
  • - what you would like us to do to put it right;
  • - copies of any relevant documents or emails.

What happens next

Quick resolution. If we resolve your complaint to your satisfaction by the end of the third business day after we receive it, we will write to you to confirm this. We will also tell you that you can refer the complaint to the Financial Ombudsman Service if you later change your mind.

Acknowledgement. Otherwise, we will acknowledge your complaint in writing promptly, normally within 5 business days. We will tell you who is dealing with it and that we will respond within 8 weeks.

Updates. We will keep you informed while we investigate.

Final response within 8 weeks. By the end of 8 weeks from the date we receive your complaint, we will send you either our final response, or a written response explaining why we cannot yet give a final response, when we expect to, and that you can refer your complaint to the Financial Ombudsman Service now.

Our final response will explain our findings and decision, any offer we make to put things right, and your right to refer your complaint to the Financial Ombudsman Service. We will include a copy of the Ombudsman's consumer leaflet or a link to it.

Complaints about a claim or the policy itself

Complaints about a claims decision or the policy terms may be handled by the insurer or its claims administrator.

If your complaint is about a claim made before April 1st 2026, you should refer the matter to our claims specialists Citymain Administrators Limited. Their contact details are:

If your complaint is about a claim made on or after April 1st 2026, you should refer the matter to our claims specialists ClaimSorted. Their contact details are:

In all correspondence please state that your insurance is underwritten by Bspoke Underwriting Ltd on behalf of Accelerant Insurance UK Limited, and quote your unique policy number from your policy schedule document (beginning AKP). We will pass your complaint on if needed and tell you we have done so.

Financial Ombudsman Service

If you are not happy with our final response, or we have not sent it within 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service. It is free and independent.

You must refer your complaint to the Ombudsman within six months of the date of our final response. If you do not refer it in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances, for example if it believes the delay was the result of exceptional circumstances.

Financial Services Compensation Scheme (FSCS)

Your insurer is Accelerant Insurance UK Limited. If the insurer cannot meet its obligations, you may be entitled to compensation from the Financial Services Compensation Scheme (FSCS). This depends on the type of insurance and your circumstances. More information: www.fscs.org.uk, Telephone: 0800 678 1100.

Following our complaints procedure does not affect your legal rights as a consumer. For further information you can contact the Citizens Advice Bureau or Trading Standards.

Services that are not regulated

Arma Karma Virtual Health is not an insurance product and is not regulated by the Financial Conduct Authority. It is not provided under Innovative Risk Labs Ltd's responsibility. Complaints about it are handled separately through the route on this page (Centre for Effective Dispute Resolution, CEDR). The Financial Ombudsman Service and the FSCS do not cover it.






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Arma Karma Virtual Health Membership or Service Complaints

Contact us by going to armakarma.insure and open the chat box. You can use it to send us a complaint message through the contact form. If you're unsure who your complaint is about, please contact us and we'll ensure it reaches the right team or provider for investigation. Arma Karma Virtual Health is a discretionary healthcare scheme. It is not an insurance product. As the scheme is not an insurance product, it is not regulated by the Financial Conduct Authority (FCA) or the Prudential Regulation Authority (PRA). Complaints about the scheme cannot be referred to the Financial Ombudsman Service (FOS), and the scheme is not covered by the Financial Services Compensation Scheme (FSCS).

What Information Should You Provide?

To help us investigate your complaint, please tell us:

• Your name

• Your membership number (if you have it)

• A brief description of your concern

Please don't worry if you don't have all of this information. We'll let you know if we need anything else.

What Happens Next?

When we receive your complaint, we will:

• Confirm that we have received it within 3 working days.

• Review the information provided.

• Investigate what happened.

• Keep you updated if we need more time or information.

• Send you our final response within 8 weeks.

If there are exceptional circumstances outside our control, we'll let you know and explain what happens next.

If You're Still Not Happy

If:

• We have not resolved your complaint within 8 weeks, or

• You are unhappy with our final response,

you can ask an independent organisation to review your complaint.

This organisation is called the Centre for Effective Dispute Resolution (CEDR).

You must contact CEDR within 6 months of receiving our final response.

CEDR Contact Details

Centre for Effective Dispute Resolution (CEDR):

100 St. Paul's Churchyard

London

EC4M 8BU

Telephone: 0207 536 6000

Email: [email protected]

Website: www.cedr.com/consumer

Your Rights

Making a complaint will not affect your legal rights.






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Last updated 14th October 2026.