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 667 results
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Decision Reference DRN-2848263
18 Oct 2021 Hastings Insurance Services Limited Not upheldInsuranceDRN-2848263 The complaint Mrs S complains about Hastings Insurance Services Limited trading as Hastings Direct (“Hastings”) for charging a cancellation fee after she cancelled her car insurance policy. What happened Mrs S used a comparison website to take out a car insurance policy through... (3 pages)View decision -
Decision Reference DRN-6157514
24 Mar 2026 Hastings Financial Services Limited Not upheldConsumer CreditDRN-6157514 The complaint Mr W has complained that Hastings Financial Services Limited trading as Hastings Direct (Hastings) unfairly provided him with a loan. What happened In November 2020, Mr W entered into a finance agreement with Hastings for a loan to pay for some home improvemen... (3 pages)View decision -
Decision Reference DRN-5616616
17 Sep 2025 Hastings Insurance Services Limited Not upheldInsuranceDRN-5616616 The complaint Mr L complains that Hastings Insurance Services Limited (‘Hastings’) – trading as Hastings Direct – unfairly cancelled his motor insurance. What happened Mr L had a Hastings motor insurance policy which started in February 2025. This was a telematics policy – a... (3 pages)View decision -
Decision Reference DRN3433687
2 Dec 2019 Hastings Insurance Services Limited UpheldInsurance (excluding PPI)Mr G complains that Hastings Insurance Services Ltd (Hastings) auto-renewed his car insurance policy, after he had told them not to do this, and that they continued to try and collect payment from his bank account for the renewal premium.backgroundMr G took out a car insurance policy with ... (4 pages)View decision -
Decision Reference DRN-6174900
30 Mar 2026 Hastings Financial Services Limited Not upheldConsumer CreditDRN-6174900 The complaint Mrs M complains Hastings Financial Services Limited trading as Hastings Direct Loans (Hastings) has held her liable for a loan that she did not agree to. What happened Mrs M says she fell victim to a scam after expressing an interest in a cryptocurrency invest... (4 pages)View decision -
Decision Reference DRN6980322
30 Mar 2020 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Mrs W complains that Advantage Insurance Company Limited (trading as Hastings Direct) provided poor service to her after she made a claim on her motor insurance policy.backgroundMrs W contacted Advantage on 25 December 2018 after a non-fault accident. In error, the claim wasn’t logged, so ... (3 pages)View decision -
Decision Reference DRN-2762528
13 Aug 2021 Hastings Insurance Services Limited UpheldInsuranceDRN-2762528 The complaint Mr R has complained that Hastings Insurance Services Limited trading as Hastings Direct unfairly cancelled his insurance policy. What happened Mr R took out a car insurance policy with Hastings – a broker. The policy’s annual premium was to be paid for on a monthl... (4 pages)View decision -
Decision Reference DRN-5144279
25 Nov 2024 Hastings Insurance Services Limited Not upheldInsuranceDRN-5144279 The complaint Mrs F has complained about the way Hastings Insurance Services Limited, trading as Hastings Direct, has administered her motor insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the main points: Mrs F took out a motor ins... (4 pages)View decision -
Decision Reference DRN5674198
14 Sep 2018 Hastings Insurance Services Limited UpheldInsurance (excluding PPI)Mr and Mrs F complained that Hastings Insurance Services Limited mis-sold their European car breakdown policy.backgroundMr and Mrs F took out insurance through Hastings for their two cars in 2015. Hastings acted as broker. Mr and Mrs F own a caravan which they use for ... (4 pages)View decision -
Decision Reference DRN-3788687
9 Nov 2022 Advantage Insurance Company Limited Not upheldInsuranceDRN-3788687 The complaint Miss S is unhappy with how Advantage Insurance Company Limited (Advantage) handled a claim under her motor insurance policy. Miss S has been dealing with Hastings Direct throughout her claim. They are the insurance broker but Advantage is the insurance underwriter... (4 pages)View decision