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 605 results
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Decision Reference DRN2250554
7 Nov 2014 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr A complains about the way in which Advantage Insurance Company Limited (trading as Hastings Direct) handled a claim he made under his motor insurance policy and his subsequent complaint. Secondly he says he was mis-sold substitute car cover as he wasn’t provided with a replacement ve... (2 pages)View decision -
Decision Reference DRN5353408
23 May 2018 Hastings Insurance Services Limited Not upheldInsurance (excluding PPI)Ms M complained about Hastings Insurance Services Limited’s handling of her car insurance policy and roadside breakdown cover.Reference to Hastings includes their agents.backgroundMs M took out car insurance with Hastings in February 2013. Included as an automatic add on w... (3 pages)View decision -
Decision Reference DRN9111477
6 Aug 2014 IGO4 Limited Not upheldInsurance (excluding PPI)Mr Y complains that IGO4 Limited (trading as Hastings Direct SmartMiles) should honour its quote for his motor insurance premium.backgroundAfter Mr Y passed his driving test, he obtained a Pass Plus certificate. He says the course provider told him that it was equivalent to one year’s... (2 pages)View decision -
Decision Reference DRN7838440
14 Oct 2014 IGO4 Limited UpheldInsurance (excluding PPI)Miss C complains that IGO4 Limited (trading as Hastings Direct SmartMiles) did not accept her no claims discount (NCD) because of which she cancelled her policy and thereby incurred charges. She seeks a refund. Miss C is represented by a family member, Mr C. backgroundMr C obtained a quot... (2 pages)View decision -
Decision Reference DRN3507652
14 Jan 2016 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr D complains that Advantage Insurance Company Limited (trading as Hastings Direct) settled a claim made against his motor insurance policy on a 50/50 split liability basis when he says he wasn’t at fault. He is also unhappy with how it handled his claim and responde... (2 pages)View decision -
Decision Reference DRN-3129438
8 Dec 2021 Hastings Insurance Services Limited Not upheldInsuranceDRN-3129438 The complaint Mr B complains that Hastings Insurance Services Limited, trading as Hastings Direct (Hastings) charged him a £35 administration fee for cancelling his policy after he moved to a new house. What happened In June 2021 Mr B cancelled his house insurance policy with ... (3 pages)View decision -
Decision Reference DRN5179293
20 Jan 2015 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Mr C and Mrs L complain about the repairs that Advantage Insurance Company Limited (trading as Hastings Direct) carried out to their car and the inconvenience they experienced following a claim made on their motor insurance policy.backgroundWhen Mr C and Mrs L’s car was involved in an ... (2 pages)View decision -
Decision Reference DRN-5501035
31 May 2025 Hastings Insurance Services Limited Not upheldInsuranceDRN-5501035 The complaint Mr and Miss K complain that Hastings Insurance Services Limited (trading as Hastings Direct) threatened to cancel their motor insurance. Miss K is the policyholder; Mr K is a named driver on his daughter’s policy. For simplicity, and because most of the informa... (3 pages)View decision -
Decision Reference DRN-3864786
8 Aug 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3864786 The complaint Mr K complains Advantage Insurance Company Limited, trading as Hastings Direct, wrote to him part of the way through his insurance policy year asking him to make a further payment. What happened In September 2021, Mr K made a claim on his motor insurance policy wi... (3 pages)View decision -
Decision Reference DRN-3649233
20 Sep 2022 Hastings Insurance Services Limited Not upheldInsuranceDRN-3649233 The complaint Mr B complains that the cost of changing the vehicle on his motor insurance policy was a lot more than Hastings Insurance Services Limited trading as Hastings Direct (Hastings) had previously suggested. What happened Mr B had motor insurance arranged via Hastings,... (3 pages)View decision
