Complaints information

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. If you would like to share your experiences with us, please contact us and let us know what you think about our products, service and website.

Information about our complaints

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.


Phone: 0800 519 1020


In writing:
The Customer Relations Manager
Castle Cover
Deansleigh House
Deansleigh Road


If you have an issue with your individual insurer then please contact them regarding the service it provides.  This could include the claim service or the settlement offered after a claim.

If, for any reason, you are dissatisfied with either the summary resolution or final response letter you receive from either Castle Cover or your insurer, you have the right to contact the Financial Ombudsman Service, free of charge, within six months of the date of the summary resolution or final response letter.  Referral to the Financial Ombudsman Service does not affect your right to take legal action.  You can contact them as follows:

In writing:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9SR

Phone: 0800 023 4567



Please note that if you do not refer your complaint within the six months, the Financial Ombudsman Service will not have Castle Cover's permission to consider your complaint and therefore will only be able to do so in very limited circumstances, for example, if it believes that the delay was as a result of exceptional circumstances.

Alternatively if you purchased one of our products online, you can also make your complaint via the Online Dispute Resolution (ODR) platform

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