Your Feedback

We aim to provide excellent service to our customers at all times, and to help us achieve this, your feedback is really important to us.

Our customer feedback section features a few of the comments we have already received. If you would like to share your experiences with us, please give us feedback and let us know what you think about our products, service and website.

About our complaints

We believe it is important to be transparent about the complaints we receive, as part of our commitment to developing long-term relationships with our customers. On this page (below) you will find some details, about our complaints, that we feel are important to share with you.

• Firm Name: Castle Cover Limited
• Group Name: Ageas 50 Limited
• Other firms included in this report(if any): None
• Period covered in this report: 01/07/12 – 31/12/12
• Branding / trading names covered: RIAS, IAS, and Appointed Representative Castle Cover Ltd

Category	Number of complaints opened	Number of complaints closed	Complaints closed within 8 weeks %	Closed complaints upheld by firm %
General Insurance and pure protection	491	491	94%	47%

To put the above figures into context for RIAS and IAS:

• 260 complaints from over 940,000 policy holders as at December 2012, equivalent to one complaint per 3615 customers
• 94% of complaints were resolved within eight weeks of receiving them
• The number of complaints shown are in relation to the direct advice and service Castle Cover provides to its customers and does not include complaints made directly to its insurance partners about the advice or service they provide
• % complaints upheld by the firm means found in the customers favour

To put the above figures into context for Castle Cover Ltd:

• 113 complaints from over one 270,000 policy holders as at December 2012, equivalent to one complaint per 2389 customers
• 94% of complaints were resolved within eight weeks of receiving them
• The number of complaints shown are in relation to the direct advice and service RIAS provides to its customers and does not include complaints made directly to its insurance partners about their advice or service they provide
• % complaints upheld by the firm means found in the customers' favour

If you feel you have cause to complain, please let us know what the problem is straightaway and give us the opportunity to put things right for you - read our online guide to making a complaint for further information.

Appointed Representative

Castle Cover is a trading name of Ageas 50 Limited. Ageas 50 Limited registered office: Deansleigh House, Deansleigh Road, Bournemouth, Dorset, BH7 7DU. Registered number: 1324965. Registered in England and Wales. Ageas 50 Limited is authorised and regulated by the Financial Conduct Authority. FCA registered number: 312468. Insurance provided by Ageas 50 Limited is not available in the Channel Islands. Ageas 50 Limited is a member of the DMA and a sister company of Ageas Insurance Limited.