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 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-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-5616616
17 Sep 2025 Hastings Insurance Services Limited Not upheldInsuranceDRN-5616616 The complaint Mr L complains that Hastings Insurance Services Limited (‘Hastings’) – trading as Hastings Direct – unfairly cancelled his motor insurance. What happened Mr L had a Hastings motor insurance policy which started in February 2025. This was a telematics policy – a... (3 pages)View decision -
Decision Reference DRN3433687
2 Dec 2019 Hastings Insurance Services Limited UpheldInsurance (excluding PPI)Mr G complains that Hastings Insurance Services Ltd (Hastings) auto-renewed his car insurance policy, after he had told them not to do this, and that they continued to try and collect payment from his bank account for the renewal premium.backgroundMr G took out a car insurance policy with ... (4 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 -
Decision Reference DRN6980322
30 Mar 2020 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Mrs W complains that Advantage Insurance Company Limited (trading as Hastings Direct) provided poor service to her after she made a claim on her motor insurance policy.backgroundMrs W contacted Advantage on 25 December 2018 after a non-fault accident. In error, the claim wasn’t logged, so ... (3 pages)View decision -
Decision Reference DRN-2848263
18 Oct 2021 Hastings Insurance Services Limited Not upheldInsuranceDRN-2848263 The complaint Mrs S complains about Hastings Insurance Services Limited trading as Hastings Direct (“Hastings”) for charging a cancellation fee after she cancelled her car insurance policy. What happened Mrs S used a comparison website to take out a car insurance policy through... (3 pages)View decision -
Decision Reference DRN-2762528
13 Aug 2021 Hastings Insurance Services Limited UpheldInsuranceDRN-2762528 The complaint Mr R has complained that Hastings Insurance Services Limited trading as Hastings Direct unfairly cancelled his insurance policy. What happened Mr R took out a car insurance policy with Hastings – a broker. The policy’s annual premium was to be paid for on a monthl... (4 pages)View decision -
Decision Reference DRN-5144279
25 Nov 2024 Hastings Insurance Services Limited Not upheldInsuranceDRN-5144279 The complaint Mrs F has complained about the way Hastings Insurance Services Limited, trading as Hastings Direct, has administered her motor insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the main points: Mrs F took out a motor ins... (4 pages)View decision -
Decision Reference DRN5674198
14 Sep 2018 Hastings Insurance Services Limited UpheldInsurance (excluding PPI)Mr and Mrs F complained that Hastings Insurance Services Limited mis-sold their European car breakdown policy.backgroundMr and Mrs F took out insurance through Hastings for their two cars in 2015. Hastings acted as broker. Mr and Mrs F own a caravan which they use for ... (4 pages)View decision
