Complaints
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: complaints@castelmga.com
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:
Complaints
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent
MME4 4RN
Telephone 020 7327 5693
Email complaints@Lloyds.com
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
Exchange
Tower
London
E14 9SR
Telephone 0300 123 9123
Email complaint.info@financial-ombudsman.org.uk
www.financial-ombudsman.org.uk/consumer/complaints.htm
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 http://europa.eu/european-union/index_en 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
