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 DRN-2148598
11 Nov 2020 Hastings Insurance Services Limited Not upheldInsuranceDRN-2148598 The complaint Miss S complains about the valuation Hastings Insurance Services Limited trading as Hastings Direct gave for her car after it was declared a total loss. What happened The details of the complaint are well-known to both parties, so I will not repeat them again here... (2 pages)View decision -
Decision Reference DRN8931283
21 Oct 2015 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Miss F complains that Advantage Insurance Company Limited (trading as Hastings Direct) (Hastings) rejected her claim made under her motor insurance policy following an accident. She wants it to uphold her claim.backgroundMiss F was involved in a high speed collision in ... (2 pages)View decision -
Decision Reference DRN-5097529
6 Nov 2024 Hastings Insurance Services Limited Not upheldInsuranceDRN-5097529 The complaint Mr P is unhappy Hastings Insurance Services Limited trading as Hastings Direct (Hastings) didn’t renew his motor insurance policy. What happened In December 2023 Hastings sent Mr P his car insurance renewal invite. It explained Mr P’s policy would automaticall... (3 pages)View decision -
Decision Reference DRN1129399
7 Mar 2017 Hastings Insurance Services Limited Not upheldInsurance (excluding PPI)Mrs S complains about the repairs that Hastings Insurance Services Limited (trading as Hastings Direct) made to her car under her motor insurance policy.backgroundMrs S was involved in an accident and her car was taken to Hastings’ approved repairer. But when Mrs ... (2 pages)View decision -
Decision Reference DRN-3977262
3 Mar 2023 Hastings Insurance Services Limited Not upheldInsuranceDRN-3977262 The complaint Mr K complains about the customer service he received from Hastings Insurance Services Limited when trying to make a claim under his key protection policy. Mr K also brought a complaint against the underwriter of his key protection policy to our service, which has... (2 pages)View decision -
Decision Reference DRN5508468
9 Dec 2014 Hastings Insurance Services Ltd Not upheldInsurance (excluding PPI)Mr C complains that Hastings Insurance Services Limited, trading as Hastings Direct, has wrongly charged a £20 arrangement fee on a motor insurance policy that he cancelled within 24 hours of its purchase, and therefore before the policy start date. He wants the fee refunded. background... (2 pages)View decision -
Decision Reference DRN-5170199
26 Nov 2024 Hastings Insurance Services Limited Not upheldInsuranceDRN-5170199 The complaint Mr and Mrs S are unhappy with how Hastings Insurance Services Limited trading as Hastings Direct administered their motor insurance policy. What happened Mr and Mrs S took out a motor insurance policy via a comparison website. The policy was administered by Ha... (4 pages)View decision -
Decision Reference DRN-3023223
7 Sep 2021 Hastings Insurance Services Limited UpheldInsuranceDRN-3023223 The complaint Ms S complains Hastings Insurance Services Limited trading as Hastings Direct (Hastings) didn't make clear the total amount payable on her policy when she changed her car. What happened Ms S purchased a motor insurance policy through Hastings on 3 October 201... (4 pages)View decision -
Decision Reference DRN6720955
18 Nov 2014 Hastings Insurance Services Ltd Not upheldInsurance (excluding PPI)Mr F complains that Hastings Insurance Services Ltd charged him a fee when he cancelled his motor insurance policy. backgroundHastings acted as the broker for Mr F when it set up his policy. The policy renewed in 2012 and 2013. Mr F decided in May 2014 that he wished to cancel the poli... (2 pages)View decision -
Decision Reference DRN-5060338
19 Nov 2024 Hastings Insurance Services Limited Not upheldInsuranceDRN-5060338 The complaint Mr W and Mrs W are unhappy with how Hastings Insurance Services Limited trading as Hastings Direct (Hastings) communicated with them after a direct debit payment failed. What happened In March 2024, Mr W and Mrs W took out a new buildings insurance policy. The... (2 pages)View decision
