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-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-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 -
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-3797594
13 Dec 2022 Hastings Insurance Services Limited Not upheldInsuranceDRN-3797594 The complaint Mr C complains that, during renewal of his car insurance policy, Hastings Insurance Services Limited trading as Hastings Direct (“Hastings”) didn’t take into account a claim on his policy, and when this was applied later it led to an increase in his premium. What ... (3 pages)View decision -
Decision Reference DRN-2341208
4 Apr 2021 Advantage Insurance Company Limited Not upheldInsuranceDRN-2341208 The complaint Mr O complained his car insurance provider, Hastings Insurance Services Limited, trading as Hastings Direct renewed his car insurance policy automatically without his consent. What happened Mr O took out a car insurance policy with Hastings Direct however when he ... (2 pages)View decision -
Decision Reference DRN-2110630
14 Jan 2021 Hastings Insurance Services Limited UpheldInsuranceDRN-2110630 The complaint Mr B has complained about the service he received when he cancelled a car insurance policy he bought through Hastings Insurance Services Limited trading as Hastings Direct (Hastings). What happened In March 2020 Mr B bought a car insurance policy through Hastings ... (3 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