Customer complaints

At Hastings, we are committed to providing a quality service to all our customers by working in an open and accountable way.

In particular, we aim to respond positively to all complaints, putting any mistakes right.

Your complaints provide us with a valuable source of information and we use the feedback we are given to continue to improve the service we provide to all our customers.

The Hastings Brands

Hastings Direct Hastings Premier Hastings Essential SmartMiles Insure Pink Insurance Peoples Choice

This chart details how many complaints we have received across the Hastings Brands, how many have been closed and how many were closed within an 8 week period between 1st January and 30th June 2016.

  Number of complaints opened Number of complaints closed Complaints closed within 8 weeks Complaints upheld by firm
General Insurance 8,157 7,548 87% 68%

To put this into context, although we aim for no complaints at all, the ones we do receive represent less than 1% of our customers.

If our service ever falls below the standard you would expect from us, please contact us either by phone, letter or email and we will do our very best to resolve the matter as soon as possible.

Caring For Our Customers

It is always our intention to provide you with a high level of customer service. However, if our service ever falls below the standard you would expect, please let us know by following the procedure below:

If you are dissatisfied with the service provided by Hastings, the best way to contact us is via e-mail at the address below, you may also contact us by phone or letter.

If you are a Hastings Direct, Hastings Essential, Hastings Premier, Hastings Van, Renew, Likewise, insure, insureblue or insurepink customer then please use the contact details below.

Customer Relations Department
Hastings Direct
Conquest House
Collington Avenue
East Sussex
TN39 3LW
Tel: 0800 035 4801
Customer complaints email:

If you make a complaint and it cannot be resolved immediately or by the end of the next working day, we will send you a written acknowledgement, typically within five working days. This acknowledgement letter will let you know who is dealing with your concerns.

We will endeavour to resolve the matter as soon as possible. We will fully investigate your complaint using all the information available to us, and our Customer Relations Department will make every effort to address your concerns.

To ensure we deal with your complaint fully our investigations can sometimes take a little longer. If they do, we will provide you with a final response usually within four weeks or explain our position and provide timescales for responding. If our investigations take longer than four weeks we will keep you fully informed of the position until we are able to provide a final response.

  1. If your complaint is against your insurer, and not Hastings Direct in our role as your agent, you should contact your insurers in the first instance. The name and address of your insurer can be found on your policy summary
  2. Should we fail to offer you a final response within eight weeks of the initial date of your complaint, or if you are not satisfied with our response, you may refer the dispute to the Financial Ombudsman at:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9SR
Tel: 0300 123 9123

The European Commission under EU regulation has provided an online dispute resolution platform to help you raise a complaint. If you bought your policy online, you can make a complaint at the European Commission Online Dispute Resolution website. Just so you know, this doesn't replace the service offered by the Financial Ombudsman Service.

Nothing in this process will adversely affect your rights of law.

You can also post customer queries on our HastingsHelp Twitter feed.

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