Arma Karma always aim to give you the best service possible and work hard to make sure that you are happy. If something goes wrong and you feel that the service you received was not up to scratch, then we want to know as soon as possible. If you have a complaint about your subscription, or about the handling of a claim, please see the sections below for how you can let us know that you are unhappy and how you can expect your complaint to be handled.
Subscription & Policy Administration Issues
If you have any questions or concerns about your policy administration and documents, you should contact us to complain in the following ways, quoting your Arma Karma subscription number (beginning AKP):
• Website live chat
• Facebook chat
• Drop us an email: Complaints@ArmaKarma.insure
• Send Postal mail to:
Arma Karma
Innovation Centre
Knowledge Gateway
Boundary Road
Colchester
CO4 3ZQ
We aim to resolve all complaints as soon as possible, normally by responding to you with a Summary Resolution Letter by email within 3 business days of when you raise your complaint. If your complaint requires further investigation which will take longer than 3 business days, then we will send you a Complaint Acknowledgement Letter within 5 business days to your registered email address. Within 8 weeks of us receiving your complaint we will investigate and send a Final Response to your registered email address. If you remain dissatisfied with our Final Response you are entitled to take your complaint to the Financial Ombudsman Service (FOS) - details on how to do this are below.
Claims Administration Issues
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:
Telephone: 0333 400 9049
Email: claims@citymain.com
Address: Citymain Administrators Ltd, 3000 Lakeside North Harbour, Western Road, Portsmouth, PO6 3EN
In all correspondence please state that your insurance is underwritten by Bspoke Underwriting and quote your unique policy number from your policy schedule.
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:
Telephone: 0333 400 9074
Email: armakarma@claimsorted.com
**Address: **ClaimSorted, 124 City Road, London, EC1V 2NX
In all correspondence please state that your insurance is underwritten by Bspoke Underwriting and quote your unique policy number from your policy schedule.
Financial Ombudsman Service
If we have not completed our investigations into your complaint within 8 weeks of receiving your complaint, or, if you are not happy with our Final Response, you may ask the Financial Ombudsman Service (FOS) to look at your complaint. If you decide to contact them, you should do so within 6 months of receiving our Final Response Letter. For more information regarding the scope of the Financial Ombudsman Service please refer to www.financial-ombudsman.org.uk.
The Financial Ombudsman Service,
Exchange Tower, London E14 9SR
Telephone: 0800 023 4567
Get in touch online: https://www.financial-ombudsman.org.uk/contact-us/complain-online.
Financial Services Compensation Scheme
Arma Karma is authorised by Bspoke Underwriting Ltd on behalf of Accelerant Insurance UK Limited to transact insurance business on their behalf.
If Accelerant Insurance UK Limited cannot meet their obligations, you may be entitled to compensation from the Financial Services Compensation Scheme (FSCS). You can get more information about compensation scheme arrangements from the FSCS or visit www.fscs.org.uk.
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.
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: applications@cedr.com
Website: www.cedr.com/consumer
Your Rights
Making a complaint will not affect your legal rights.
Last updated 27th August 2026.
