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.
Caring for our customers
We're committed to providing a quality service to all our customers by working in an open and accountable way. If our service ever falls below the standard you expect from us please contact us and we'll do our very best to resolve the matter as soon as possible. You can get in touch in the following ways:
If you make a complaint and it can't be resolved immediately or by the end of the third business day after it was received, we'll formally acknowledge your complaint in writing within five business days.
We'll fully investigate your complaint using all of the information available to us and address your concerns in full as quickly as we can. Usually we will be able to provide our final response to your complaint within four weeks.
Sometimes it can take us a little longer to investigate your concerns and if it does, we'll write to you to explain our progress and let you know when you can expect to receive our final decision.
If your complaint is against your insurer, and not Hastings Direct in our role as your agent, you should contact your insurer in the first instance. The name and address of your insurer can be found on your policy summary.
If we fail to provide you with a final response within eight weeks of the initial date of your complaint or if you're not satisfied with our response, you may refer the dispute to the Financial Ombudsman at:
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 European Commission Online Dispute Resolution. 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.
Complaints publication report
Firm name: Hastings Insurance Services Limited
Group: Hastings Group (Consolidated) Limited
Period covered in this report: 1st July – 31st December 2021
Brands/trading names covered: Hastings Direct, Insure Pink, Hastings Direct SmartMiles & People's Choice
This table details how many complaints we have received across the Hastings Brands for the reporting period.
|Product service grouping||Total insurance and pure protection||Consumer credit|
|Intermediation (within the reporting period) per 1,000 policies sold||13.09||0.47|
|Number of complaints opened||23,528||858|
|Number of complaints closed||24,000||865|
|Percentage of complaints closed within three days||40.78%||47.40%|
|Percentage of complaints closed after three days but within eight weeks||56.90%||50.75%|
|Percentage of complaints upheld||61.62%||66.82%|
|Main cause of complaints opened||Errors / not following instructions||Arrears related|