Complaints

Making a Complaint

We aim to provide our clients and business partners with an excellent service.  On occasion we may fail to meet your expectations and have in place a process to receive and investigate your complaints and we will act on your feedback.

In the event you wish to make a complaint you may contact us on:

The Complaints Manager
Castel Underwriting Group
60 Great Tower Street
London
EC3R 5AZ

Telephone: +44 (0)20 3023 3210
complaints@castelmga.com

Depending on the nature of your complaint we may be required to refer your complaint on to the insurer and if your policy is underwritten at Lloyd’s, you may refer your complaint to Lloyd’s for review.  Lloyd’s contact details are:

Complaints
Lloyd’s
One Lime Street
London EC3M 7HA

complaints@lloyds.com
Telephone: +44 (0)20 7327 5693
www.lloyds.com/complaints

Ultimately, should you remain dissatisfied Lloyd’s final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. The FOS’s contact details are follows:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

complaint.info@financial-ombudsman.org.uk
Telephone: +44 (0)300 123 9 123
www.financial-ombudsman.org.uk