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-4278181
4 Aug 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-4278181 The complaint Miss W is unhappy with the service provided by Hastings Insurance Services Limited trading as Hastings Direct (Hastings) following a claim made under her car insurance policy. What happened In November 2022 Miss W contacted Hastings to notify them of an incident i... (2 pages)View decision -
Decision Reference DRN7979051
15 Jan 2018 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr H complains about a motor insurance policy he had with Advantage Insurance Company Limited, trading as Hastings Direct SmartMiles. He says that a telematics box (black box) caused a fault with the car. This decision is addressed to Mr H, as he’s the policyholder. H... (3 pages)View decision -
Decision Reference DRN2841192
5 Sep 2016 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Miss P’s complained about the service she received from Advantage Insurance Company Limited – trading as Hastings Direct – when she made a claim under her motor insurance policy.backgroundMiss P bought a motor policy with Hastings. A month later she made a claim followi... (2 pages)View decision -
Decision Reference DRN0591480
27 Feb 2018 Hastings Insurance Services Limited Not upheldInsurance (excluding PPI)Mr B is unhappy with the service provided by Hastings Insurance Services Limited trading as Hastings Direct (“Hastings”) when dealing with his car insurance policy. He complains about two points – firstly that a claim made on behalf of a third party was delayed. And ... (2 pages)View decision -
Decision Reference DRN-3996235
1 Mar 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-3996235 The complaint Mr W complains about the service received from Hastings Insurance Services Limited trading as Hastings Direct (“Hastings”) following the cancellation of his car insurance policy. Mr W is being represented by Miss W in his complaint against Hastings. What happened ... (4 pages)View decision -
Decision Reference DRN-4270935
21 Dec 2023 Hastings Insurance Services Limited Not upheldInsuranceDRN-4270935 The complaint Mr D complains that Hastings Insurance Services Limited trading as Hastings Direct (“Hastings”) misquoted a premium to change a car on his policy and then wouldn’t honour it. Mr D is represented in this case, but for ease I’ll refer to him throughout. What happene... (2 pages)View decision -
Decision Reference DRN-5221052
19 Dec 2024 Hastings Insurance Services Limited UpheldInsuranceDRN-5221052 The complaint Mr L complains that Hastings Insurance Services Limited (trading as Hastings Direct) left him without motor insurance for five days. Mr L’s policy was sold and is administered by Hastings on behalf of his insurance company. The problem happened because of an er... (2 pages)View decision -
Decision Reference DRN-1622010
25 Mar 2020 Advantage Insurance Company Limited UpheldInsuranceDRN-1622010 The complaintMr S had a motor insurance policy with Advantage Insurance Company Limited, which he arranged through Hastings Direct (Hastings). He’s unhappy at how Hastings handled the claim on his policy after he was involved in an accident. What happenedMr S was involved in a ... (2 pages)View decision -
Decision Reference DRN5782792
9 Oct 2015 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr A complained about the way Advantage Insurance Company Limited dealt with his motor insurance claim. Mr A was insured with Hastings Direct, but the insurance company behind them is Advantage. So that’s why I’ve referred to Advantage in this decision. background On 31 Octo... (2 pages)View decision -
Decision Reference DRN2516100
7 Aug 2014 IGO4 Limited Not upheldInsurance (excluding PPI)Mr M, and his representative Ms M, complain that IGO4 Limited (trading as Hastings Direct SmartMiles) will not refund the annual premium to him after he cancelled his motor insurance policy.backgroundMr M bought a second hand car and insured it through IGO4. But it did not actually hav... (2 pages)View decision
