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 650 results
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Decision Reference DRN0167288
4 Jun 2019 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Mrs F has complained about Advantage Insurance Company Limited (trading as Hastings Direct). She isn’t happy about the valuation it placed on her car when she claimed on her motor insurance policy and about the way her claim was handled. backgroundMrs F was involved in ... (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-2944282
20 Oct 2021 Advantage Insurance Company Limited Not upheldInsuranceDRN-2944282 The complaint Mr P complains that Advantage Insurance Company Limited (t/a Hastings Direct) (Advantage) settled a third party claim after an accident. He argues there was no damage to the third-party vehicle and Advantage’s investigation was not sufficient. What happened Mrs P ... (2 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-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 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-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 DRN1887576
2 Apr 2015 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr V complains that Advantage Insurance Company Limited (underwriters for Hastings Direct) has voided his car insurance policy for non-disclosure and refused to pay his claim for the total loss of his vehicle.background Mr V brings this complaint through an independent loss... (2 pages)View decision -
Decision Reference DRN-2348389
24 Mar 2021 Advantage Insurance Company Limited Not upheldInsuranceDRN-2348389 The complaint Mr M has complained about the level of service provided by Advantage Insurance Company Limited (“Advantage”) in the handling of his claim under his motor insurance policy. What happened Mr M has been dealing with “Hastings Direct” throughout, however “Hastings Dir... (6 pages)View decision