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.

Information 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: RIAS plc
• Other firms included in this report(if any): None
• Period covered in this report: 01/07/2011 – 31/12/2011
• Branding / trading names covered: RIAS plc, IAS plc, 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	836	835	87%	52%

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

• 367 complaints from over one million policy holders as at 31/12/11, equivalent to one complaint per 2,725 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

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

• 469 complaints from over 276,000 policy holders as at 31/12/2011, equivalent to one complaint per 588 customers
• 81% 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

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 Limited is an Appointed Representative of RIAS Plc. To view information about their complaints, click here