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 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 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 DRN4857569
12 Mar 2018 Hastings Insurance Services Limited Not upheldInsurance (excluding PPI)Mr H has complained that Hastings Insurance Services Limited delayed refunding a paymentto him when he cancelled his car insurance policy.backgroundHastings Insurance isn’t the underwriter but it’s responsible for the administration of thepolicy, including cancellatio... (3 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 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 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 -
Decision Reference DRN-4198897
20 Jun 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-4198897 The complaint Ms P complains that Hastings Insurance Services Limited (“Hastings”) sent her car insurance policy renewal information to a third party. What happened Ms P moved address in 2021 and reported this to Hastings so they could update their records. Ms P says, in 2022, ... (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 DRN0691381
10 Jan 2018 Hastings Insurance Services Limited Not upheldInsurance (excluding PPI)Miss B and Mr F are unhappy that Hastings Insurance Services Limited has declined a claim on their multicar insurance policy.backgroundMiss B’s car’s windscreen was damaged. A claim was made on Miss B and Mr F’s multicar policy. But Hastings declined it saying Mr F’s ... (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
