We aim to keep our promises – on time, every time.

On occasion we may fail to meet your requirements and have in place a process to receive and investigate your complaints and will act on your feedback.

You can make your complaint by letter, telephone or in person but you may find using our dedicated email address most convenient:

We will acknowledge receipt of your complaint which will be assigned to an independent senior individual for review.

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:


Fidentia House

Walter Burke Way

Chatham Maritime




Telephone 020 7327 5693


If the matter is not resolved to your satisfaction, you may have the right to refer your complaint to the Financial Ombudsman Service:

The Financial Ombudsman Service




E14 9SR

Telephone 0300 123 9123


If you have purchased your insurance online there is an Online Dispute Resolution Platform (ODR Platform) which has been set up by the European Commission to help EU consumers refer their complaints to the correct party.  The ODR platform will direct your complaint to the Financial Ombudsman Service who will pass it on to Castel.

Mark Birrell

Chief Executive Officer

Telephone: 0203 023 3210

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