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 596 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-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 -
Decision Reference DRN4779974
12 Dec 2016 Hastings Insurance Services Limited UpheldInsurance (excluding PPI)Mr S complains that Hastings Insurance Services Limited (trading as Hastings Direct) didn’t tell him his commercial motor insurance policy had been cancelled. It’s now declined to deal with another driver’s losses and Mr S’s premium has increased.backgroundHastings said... (2 pages)View decision
