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: RIAS Plc
- Group Name: Ageas UK
- Other firms included in this report (if any): No
- Period covered in this report: 1st July 2011 to 31st December 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 our complaints were resolved within eight weeks of us 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 276,00 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.