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 633 results
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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 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 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 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-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-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 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-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 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
