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 601 results
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Decision Reference DRN4042766
11 Mar 2019 Hastings Insurance Services Limited UpheldInsurance (excluding PPI)Mr P is unhappy that Hastings Insurance Services Limited cancelled his insurance and gave him poor customer service.backgroundMr P had a motor insurance policy with Hastings, on which his wife Mrs P was also a named driver. Mr P paid his premium in monthly instalments ... (3 pages)View decision -
Decision Reference DRN-1594970
20 Nov 2020 Hastings Insurance Services Limited UpheldInsuranceDRN-1594970 The complaint Mr B complains that Hastings Insurance Services Limited gave him poor service that led to his motor insurance policy being cancelled. What happened Hastings wrote to Mr B several times in September 2019 to tell him it hadn’t been able to collect his direct debit p... (2 pages)View decision -
Decision Reference DRN8912876
16 Jun 2017 Hastings Insurance Services Limited Not upheldInsurance (excluding PPI)Miss M complained that Hastings Insurance Services Limited had given her poor service regarding her motor insurance policy.backgroundMiss M said that Hastings hadn’t given her the correct policy documents, hadn’t updated her address, and had made mistakes with her claims ... (2 pages)View decision -
Decision Reference DRN-2962203
10 Sep 2021 Hastings Insurance Services Limited UpheldInsuranceDRN-2962203 The complaint Ms S complains that Hastings Insurance Services Limited unfairly increased the premium on her motor insurance policy, and charged her a cancellation fee when she cancelled it as a result. What happened Ms S took out a motor insurance policy through Hastings. She a... (3 pages)View decision -
Decision Reference DRN-5489727
12 May 2025 Hastings Insurance Services Limited UpheldInsuranceDRN-5489727 The complaint Mr W complains that Hastings Insurance Services Limited (Hastings) delayed the closure of a claim he’d made against his car insurance policy, and this caused him both distress and inconvenience. What happened The events which led up to this complaint are well ... (3 pages)View decision -
Decision Reference DRN-2742517
10 May 2021 Hastings Insurance Services Limited Not upheldInsuranceDRN-2742517 The complaint Mr G complains that Hastings Insurance Services Limited (‘Hastings’) made it difficult for him to cancel the renewal of a motor insurance policy. Mr G is also unhappy with Hastings’ data protection measures. What happened The details of this complaint are well kno... (3 pages)View decision -
Decision Reference DRN3887425
3 May 2017 Hastings Insurance Services Limited Not upheldInsurance (excluding PPI)Mr K has complained that Hastings Insurance Services Limited’s service to him was poor and the market value it paid for his car was too low. He made a claim under his car insurance policy.backgroundMr K’s car insurance policy came up for renewal with a broker, Hasti... (3 pages)View decision -
Decision Reference DRN-3604363
22 Jul 2022 Hastings Insurance Services Limited Not upheldInsuranceDRN-3604363 The complaint Mr and Mrs B complain that their home insurance policy was voided because of undisclosed claims. Mr and Mrs B bought home insurance through the administrator, Hastings Insurance Services Limited (Hastings). The policy was underwritten by two separate companies. Al... (4 pages)View decision -
Decision Reference DRN-1626046
18 Jun 2020 Hastings Insurance Services Limited Not upheldInsuranceDRN-1626046 The complaintMr and Mrs T complain that Hastings Insurance Services Limited misled them about what cover they had on their home insurance policy. What happenedMr and Mrs T took out a home insurance policy through Hastings in October 2016. This provided cover for Mr T and Mrs T’... (3 pages)View decision -
Decision Reference DRN5505792
24 Jul 2019 Hastings Insurance Services Limited Not upheldInsurance (excluding PPI)Mr P has complained about the amount Hastings Insurance Services Limited charged him after he cancelled his motor insurance policy.backgroundMr P wanted to cancel his motor insurance policy. He believed he’d told Hastings he wanted to cancel it from 17 October 2018. Hastings said it was ca... (3 pages)View decision
