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-4641856
6 Mar 2024 Hastings Insurance Services Limited UpheldInsuranceDRN-4641856 The complaint Mr S complains about the quality of the repairs carried out to his car when it was damaged in an accident. He says that the poor repairs caused further damage to his car. He’s also unhappy about how long it took to arrange the further repairs that were required an... (5 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-4279644
2 Aug 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-4279644 The complaint Mr C complains Hastings Insurance Services Limited, trading as Hastings Direct, (Hastings) sold him a motorbike insurance policy with terms which didn’t reflect what he’d bought. What happened In October 2022, Mr C took out a motorbike insurance policy with Hastin... (2 pages)View decision -
Decision Reference DRN-5582010
8 Aug 2025 Hastings Financial Services Limited Not upheldConsumer CreditDRN-5582010 The complaint Mr M complains that Hastings Financial Services Limited trading as Hastings Direct, lent to him irresponsibly when they provided him with a personal loan. What happened In August 2024, Mr M took out a personal loan with Hastings. The loan was for £15,000, and ... (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 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-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 DRN-5953262
23 Mar 2026 Hastings Insurance Services Limited Not upheldInsuranceDRN-5953262 The complaint Mr B has complained that Hastings Insurance Services Limited (Hastings) automatically renewed his home insurance policy. What happened Mr B took out a policy online through Hastings. A year later the policy renewed. Mr B emailed Hastings to say the policy shou... (3 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-1596493
28 May 2020 Advantage Insurance Company Limited Not upheldInsuranceDRN-1596493The complaintMr M complains that Advantage Insurance Company Limited, trading as Hastings Direct, (Hastings) unfairly declined a claim for the theft of his son’s car and he wants his claim to be paid. While this complaint mainly relates to Mr M’s son (also Mr M), for ease, I’ll ... (3 pages)View decision