Read Castelan Group 447 Reviews Summary 2025

F I rated Castelan Group 1 stars

a month ago

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Absolutely shocking company. Will find any and every reason to reject your claim. Dealing with this company is like talking to a brick wall. We paid for 5 years insurance cover for our £3k plus dining table with chairs. Two years down the line multiple chairs have areas where the stitching has separated A "professional" upholstery technician was sent out to inspect and prepare a report. Its clear this technician is only sent out to find excuses to reject the claim. The age old "wear and tear" excuse is used to reject the claim even though the chairs are hardly used. We have a two year old an eight year old and an eleven year old. Is it possible for fabric to be pulled apart as shown in the pictures through occasional use by mainly 3 children?! If so.. the furniture is not fit for purpose. Any appeal to reason will be pushed aside and ignored and the words of the technician will be taken as fact even though it is just his opinion. If anything it is our furniture and you would think we would have a better idea on how it is used but no!...somehow the technician is aware of exactly how the damage had occured. The claim will now be taken further to the Financial Ombudsman. The Castelan Group and the furniture supplier Barker and Stonehouse should be ashamed. They promise you everything when they want you to buy the furniture and insurance. They tell you the insurance will cover all and any eventuality but when its time to pay out they will do everything to reject your claim. Would never purchase anything through Barker and Stonehouse ever again and any policy which the Castelan Group is a claims administrator for is not worth the paper its printed on.

Marion Craigmyle rated Castelan Group 5 stars

2 weeks ago

Super After years buying just incase insurance and thankfully never needing to use it I found myself in need! Our old dog who we have now sadly lost had on his lovely new red jumper but unbeknownst to us he had decided to start rubbing himself on the sofa cushions after his meals and the dye transferred Normally I would have got stuck in and cleaned it but I was wary of causing more damage… lightbulb moment …. I have insurance!. I followed online booking instructions and while the original request response was wee bit slow it all went very very smoothly Technician arrived exactly as booked and proceeded to return my lovely sofa back to its former glory in very quick time. I have no hesitation in recommending Castelan and once again thank the tech for a great job done! Five *

Kevin Wilkinson rated Castelan Group 5 stars

2 weeks ago

We were understandably disappointed when out sofa started to sag after only 4 months of usage so were a little apprehensive when a third party was involved on behalf of the manufacturers - we needn't have been. Two weeks after reporting the problem to the supplying retailer we got a telephone call to arrnage an appoint two days later - yes, it really was that quick. We got a call the evening before from a friendly and polite man who I now know to be Reuben and he told me he aimed to with me around 11.00 the following morning but would call if that changed. I got a phone call around 9.45 from him to ask if he could come early as he had a cancellation and was running slightly early - not a problem. He arrived, assessed the problem and offered an instant solution. No more sagging seat for us! Excellent, prompt, polite, friendly and professional are all words I am happy to apply to this company