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-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-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 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 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 -
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 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 -
Decision Reference DRN-4118709
15 Sep 2023 Hastings Insurance Services Limited Not upheldInsuranceDRN-4118709 The complaint Mr A complains about how Hastings Insurance Services Limited trading as Hastings Direct (“Hastings”) administered his motor insurance policy. What happened Mr A had a motor insurance policy arranged through Hastings, which is a broker. His policy was due for renew... (3 pages)View decision -
Decision Reference DRN7481492
18 Jul 2017 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr F has complained through his representative that Advantage Insurance Company Limited’s representative – Hastings Direct – mis-sold him a car insurance policy. backgroundMr F bought a policy through Hastings, which meant he had to have a box fitted to his car that r... (3 pages)View decision -
Decision Reference DRN-4370580
27 Sep 2023 Hastings Insurance Services Limited Not upheldInsuranceDRN-4370580 The complaint Mr I is unhappy with the service provided by Hastings Insurance Services Limited trading as Hastings Direct when purchasing car insurance. Mr I’s representative has also made comments that I’ve considered when reaching an outcome on this complaint. For ease of ref... (3 pages)View decision