We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 634 results
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Decision Reference DRN6340525
6 Feb 2014 Hastings Insurance Services Ltd Not upheldInsurance (excluding PPI)Miss L complains that Hastings Insurance Services Ltd, trading as Hastings Direct, made a number of errors with the administration of her motor insurance policy. This led to her being charged a higher premium and caused her upset and inconvenience when she tried to resolve the situation.b... (2 pages)View decision -
Decision Reference DRN5528611
9 Feb 2017 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr H is unhappy with how Advantage Insurance Company Limited, trading as “Hastings Direct” has handled a claim under his motor insurance policy.backgroundMr H was involved in an accident in September 2015. He contacted Hastings Direct after to report this. Following the c... (3 pages)View decision -
Decision Reference DRN-4393291
22 Jan 2024 Hastings Insurance Services Limited UpheldConsumer CreditDRN-4393291 The complaint Miss S says Hastings Insurance Services Limited, trading as Hastings Direct, irresponsibly lent to her. What happened Miss S took out a 12-month loan for £1,000 in April 2023. The monthly repayments were £89.24. Miss S says her personal situation was not checked p... (3 pages)View decision -
Decision Reference DRN0096258
20 Jul 2015 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Mr S is unhappy about the way Advantage Insurance Company Limited (trading as Hastings Direct) has handled a claim on his motor insurance policy and with its valuation of his car.backgroundMr S was involved in an incident. He made a claim on his policy with Hasting... (2 pages)View decision -
Decision Reference DRN1508319
9 Mar 2017 Hastings Insurance Services Limited Not upheldInsurance (excluding PPI)Mr M’s unhappy about the way Hastings Insurance Services Limited (trading as Hastings Direct) cancelled his motor insurance policy and treated him when a direct debit wasn’t honoured.backgroundHastings Direct accepts it gave Mr M some wrong information, took money from... (2 pages)View decision -
Decision Reference DRN-4910930
31 Jul 2024 Hastings Insurance Services Limited Not upheldConsumer CreditDRN-4910930 The complaint Mr F has complained Hastings Insurance services Limited, trading as Hastings Direct, is asking him to repay a personal loan he didn’t take out. What happened In November 2023, Mr F fell for a scam. Mr F, after seeing an advert on social media, applied for an in... (3 pages)View decision -
Decision Reference DRN-5666467
22 Sep 2025 Hastings Insurance Services Limited Not upheldInsuranceDRN-5666467 The complaint Mr C complains that Hastings Insurance Services Limited (“Hastings”) unfairly cancelled his motor insurance policy. What happened The subject matter of the insurance was a car that had first been registered in 2016. Mr C acquired the car in 2023. He took out... (5 pages)View decision -
Decision Reference DRN2429156
28 Feb 2017 Hastings Insurance Services Limited Not upheldInsurance (excluding PPI)Miss M complains that Hastings Insurance Services Limited (trading as Hastings Direct) mishandled a claim on her motor insurance.backgroundMiss M says the other driver was at fault for damage to her car in a road traffic accident. Ms M complained that her insurer shou... (2 pages)View decision -
Decision Reference DRN-5869728
8 Oct 2025 Hastings Insurance Services Limited UpheldInsuranceDRN-5869728 The complaint Mr A has complained that Hastings Insurance Services Limited trading as Hastings Direct (HISL) provided misleading information which affected his decision to buy a car insurance policy with it. What happened Mr A bought a car insurance policy through the broker... (3 pages)View decision -
Decision Reference DRN-3050555
15 Oct 2021 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-3050555 The complaint Mr S complains that Lloyds Bank General Insurance Limited rejected a claim under his home insurance for damage to his wife’s glasses. Mr S had a home insurance policy with Hastings Direct. Hastings Direct is an insurance intermediary; the policy was underwritten b... (2 pages)View decision
