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 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 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 -
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 DRN3735277
19 Apr 2017 IGO4 Limited Not upheldInsurance (excluding PPI)Miss K has complained that IGO4 Limited – intermediary for Hastings Direct ‘Smart Miles’ - didn’t do enough to notify her that her car insurance policy would cancel. Miss K’s father is helping her with her complaint.backgroundMiss K bought a car insurance policy w... (3 pages)View decision -
Decision Reference DRN-4119192
3 Jul 2023 Advantage Insurance Company Limited Not upheldInsuranceDRN-4119192 The complaint Miss B complains Advantage Insurance Company Limited, trading as Hastings Direct, incorrectly told her reporting an incident as ‘notification only’ wouldn’t impact her car insurance premium at renewal. Miss B has been represented by Mr C. For ease, I’ll refer to M... (3 pages)View decision -
Decision Reference DRN-3146681
9 Mar 2022 I Go 4 Ltd. Not upheldInsuranceDRN-3146681 The complaint Mr D complains about the customer service received from I Go 4 Ltd. in connection with a car insurance policy. Mr D was represented in this claim by a family member who was also a named driver on the policy, but for ease, in this decision I’ll refer to their actio... (2 pages)View decision -
Decision Reference DRN-3902184
30 Jan 2023 Advantage Insurance Company Limited Not upheldInsuranceDRN-3902184 The complaint Mr H complained about Advantage Insurance Company Limited’s valuation of his car after he claimed on his motor insurance policy. What happened Mr H’s car was damaged in an accident and Advantage (trading as Hastings Direct) decided that it was uneconomical to repa... (2 pages)View decision -
Decision Reference DRN8575130
25 Apr 2019 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr G complains AXA Insurance UK Plc hasn’t made a fair offer in settlement of a claim made for storm damage to his conservatory. backgroundMr G’s Hastings Direct home insurance is provided by AXA. On 27 May 2018 a storm resulted in large hailstones damaging two panel... (2 pages)View decision -
Decision Reference DRN7885747
19 Feb 2016 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr M has complained that Advantage Insurance Company Ltd wrongly settled another driver’s claim against his motor insurance policy. Mr M was insured with Hastings Direct, but the insurance company behind them is Advantage. So that’s why I’ve referred to Advantage in this ... (2 pages)View decision -
Decision Reference DRN-3234014
13 May 2022 Hastings Insurance Services Limited Not upheldInsuranceDRN-3234014 The complaint Mr C complains that Hastings Insurance Services Limited trading as Hastings Direct failed to provide sufficient information when he updated his car insurance policy online. What happened Mr C insured his car with Hastings on a third-party basis. The annual premium... (3 pages)View decision
