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 601 results
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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 -
Decision Reference DRN-3365941
19 May 2022 Hastings Insurance Services Limited UpheldInsuranceDRN-3365941 The complaint Mrs E has complained through her representative – Mr E – that she didn’t get a replacement car when she claimed under her car insurance policy, which was arranged for her by Hastings Insurance Services Limited, following the theft of her car. What happened Mrs E’s... (4 pages)View decision -
Decision Reference DRN3944292
2 Sep 2019 Hastings Insurance Services Limited UpheldInsurance (excluding PPI)Mr C has complained that Hastings Insurance Services Limited, a broker, didn’t update hiscar insurance policy with his new car details and this led to a claim he made being declinedby the insurer.backgroundMr C bought a car insurance policy through Hastings. In February 2019 he called to t... (4 pages)View decision -
Decision Reference DRN-3788687
9 Nov 2022 Advantage Insurance Company Limited Not upheldInsuranceDRN-3788687 The complaint Miss S is unhappy with how Advantage Insurance Company Limited (Advantage) handled a claim under her motor insurance policy. Miss S has been dealing with Hastings Direct throughout her claim. They are the insurance broker but Advantage is the insurance underwriter... (4 pages)View decision -
Decision Reference DRN8764257
5 Jul 2017 Hastings Insurance Services Limited UpheldInsurance (excluding PPI)Ms M has complained about the way Hastings Insurance Services Limited – trading as Hastings Direct – dealt with her when she asked for help under her car insurance and Breakdown Recovery Cover (BRC) policy.backgroundMs M hit a bollard and buckled a wheel which meant ... (4 pages)View decision -
Decision Reference DRN-4790628
24 Jun 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4790628 The complaint Miss H has complained that Advantage Insurance Company Limited unreasonably and unfairly cancelled her telematic motor insurance policy. What happened Miss H brought her telematics policy from Advantage’s broker online to start on 1 April 2023. Because it was a te... (8 pages)View decision -
Decision Reference DRN-5500923
27 May 2025 Hastings Insurance Services Limited Not upheldInsuranceDRN-5500923 The complaint Mr M complains about Hastings Insurance Services Limited trading as Hastings Direct (Hastings) cancelling his motor insurance policy, then reinstating it without informing him. Any reference to Hastings in this decision includes their agents. What happened In... (4 pages)View decision -
Decision Reference DRN-4207991
28 Jun 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-4207991 The complaint Mr M complains that Hasting Insurance Company Limited (Hastings) unfairly cancelled his motor insurance policy. What happened Mr M says Hastings cancelled his policy in September 2022. He says this was because there were insufficient funds in his account, which me... (3 pages)View decision -
Decision Reference DRN9398693
8 Mar 2018 Hastings Insurance Services Limited Not upheldInsurance (excluding PPI)Mr J has complained about Hastings Insurance Services Limited’s service when administering his motor insurance policy.backgroundMr J has a policy with Hastings. He’s unhappy with the service it's provided. Amongst others he said that it: incorrectly recorded a claim ag... (2 pages)View decision -
Decision Reference DRN-4035562
4 Sep 2023 Hastings Insurance Services Limited Not upheldInsuranceDRN-4035562 The complaint Mr T complains that Hastings Insurance Services Limited mishandled his motor insurance policy. What happened In about early June 2021, Mr T bought a hatchback car. For the year from early June 2021, he had it insured on a comprehensive policy. The policy was in th... (3 pages)View decision
