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-5141332
18 Dec 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5141332 The complaint Mr W complains Advantage Insurance Company Limited (Advantage) unfairly cancelled his motor insurance policy. What happened In early February 2023 Mr W took out a telematics motor insurance policy with Advantage. The terms of the policy required Mr W to instal... (2 pages)View decision -
Decision Reference DRN-6105214
23 Mar 2026 Hastings Insurance Services Limited Not upheldInsuranceDRN-6105214 The complaint Mr M complains that Hastings Insurance Services Limited trading as Hastings Direct (Hastings) provided incomplete or unclear information about a legal expenses insurance policy. What happened Mr M took out a motor insurance policy which included legal expenses ... (2 pages)View decision -
Decision Reference DRN-5659080
21 Jul 2025 Hastings Financial Services Limited Not upheldConsumer CreditDRN-5659080 The complaint Mr B complains that Hastings Financial Services Limited trading as Hastings Direct (Hastings) are holding him liable for a loan he did not take out. Mr B’s son and daughter represented Mr B with his complaint. What happened Mr B states he fell victim to a sca... (4 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 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 DRN-5503816
16 Jul 2025 Hastings Insurance Services Limited UpheldInsuranceDRN-5503816 The complaint Mr and Mrs G complain that Hastings Insurance Services Limited trading as Hastings Direct (“Hastings”) unfairly cancelled their motor insurance. What happened The subject matter of the insurance was a small hatchback that had first been registered in 2009. Mr... (5 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 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 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