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-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 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 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 -
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-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 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 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-5213965
8 Aug 2025 Hastings Financial Services Limited Not upheldConsumer CreditDRN-5213965 The complaint Mr H complains that Hastings Financial Services Limited trading as Hastings Direct (“Hastings”) is holding him liable for the debt on a loan he says he neither applied for nor consented to. What happened The background to this complaint is well known to both p... (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 -
Decision Reference DRN5821802
28 Apr 2016 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr M complains about the valuation that Advantage Insurance Company Limited (trading as Hastings Direct) placed on his car after it was deemed a total loss following an accident. He’s also unhappy it hasn’t made him an interim payment and that it didn’t provide a suita... (3 pages)View decision