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-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 -
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 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 DRN2430284
22 Mar 2017 IGO4 Limited Not upheldInsurance (excluding PPI)Miss G’s complained about the fitting of a telematics box to her car when she bought a motor insurance policy with IGO4 Limited – trading as Hastings Direct ‘SmartMiles.’ Mrs G, Miss G’s mother is representing her in her complaint. backgroundMiss G bought a motor pol... (3 pages)View decision -
Decision Reference DRN-3538998
15 Jul 2022 Hastings Insurance Services Limited Not upheldInsuranceDRN-3538998 The complaint Mr A complains about the service received from his insurance broker, Hastings Insurance Services Limited trading as Hastings Direct (Hastings) when he requested information and needed to make changes to his motor insurance policy. There are several parties and rep... (3 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 DRN-2708157
13 May 2021 Hastings Insurance Services Limited Not upheldInsuranceDRN-2708157 The complaint Mr D complains about the premium he was quoted for car insurance through Hastings Insurances Services Limited, trading as Hastings Direct (Hastings). What happened In March 2019, Mr D took out car insurance through Hastings, who were the broker for the policy. Mr ... (3 pages)View decision -
Decision Reference DRN3683390
7 May 2019 Hastings Insurance Services Limited UpheldInsurance (excluding PPI)Miss A has complained that Hastings Insurance Services Limited didn’t tell her she’d lose a year’s No Claims Discount (NCD) by cancelling and replacing her car insurance policy with it.backgroundMiss A bought a car insurance policy through a broker, Hastings in Decem... (2 pages)View decision -
Decision Reference DRN-5238208
31 Jan 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5238208 The complaint Mr P complains about the way Advantage Insurance Company Limited trading as Hastings Direct (Hastings) handled his claim for a repair to his car’s windscreen. What happened The details of what happened here are well known to both parties. So, I will just summar... (3 pages)View decision -
Decision Reference DRN-3113801
5 Nov 2021 Hastings Insurance Services Limited Not upheldInsuranceDRN-3113801 The complaint Mr P has complained that having found alternative motor insurance he was unable to stop his motor insurance policy held with Hastings Insurance Services Limited trading as Hastings Direct (Hastings) from renewing. What happened Hastings wrote to Mr P on 12 Februar... (3 pages)View decision
