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
-
Decision Reference DRN-5716945
29 Aug 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5716945 The complaint Mr S has complained that Advantage Insurance Company Limited unfairly cancelled his telematics motor policy. What happened Mr S had recently passed his driving test and so took out this policy with Advantage on 12 July 2024. I understand he paid the premium of... (4 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 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 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 DRN9918581
4 Jul 2017 Hastings Insurance Services Limited Not upheldInsurance (excluding PPI)Mrs H complains about Hastings Insurance Services Limited, trading as Hastings Direct. She’s unhappy about its decision to settle her car insurance claim proportionately and charge her extra for her policy. She’s also unhappy with the service she’s received.backgroundMrs H a... (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 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-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 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
