Hastings Direct.

Coronavirus update: How we'll communicate during your complaint

We're doing everything we can to support the prevention of the Coronavirus spreading across the UK. We're continually reviewing the Government's advice and are committed to minimising any impact for you and keeping our employees safe.

As more of us are working from home, unfortunately we won't be able to speak to you over the phone. We're sorry about this. You can still get in touch and talk to us by email and we'll also send you any letters this way, as we can't print or post them to you.

We're very sorry for any inconvenience this causes and please bear with us, we're doing everything we can to keep things moving during this time.

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.
Insure Pink.
People's Choice.

Firm name: Hastings Insurance Services Limited

Group: Hastings Group Holdings Plc

This table details how many complaints we have received across the Hastings Brands for the reporting period 1st July – 31st December 2019.
Product service grouping Total insurance and pure protection Consumer credit
Intermediation (within the reporting period) per 1,000 policies sold 16.45 0.1
Number of complaints opened 25,707 191
Number of complaints closed 25,744 204
Percentage of complaints closed within three days 62% 45%
Percentage of complaints closed after three days but within eight weeks 37% 53%
Percentage of complaints upheld 72% 64%
Main cause of complaints opened Errors / not following instructions Arrears related

Caring For Our Customers

We are 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 that you'd 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:

Email: customerrelations@hastingsdirect.com

Customer relations department opening hours:
Monday-Friday 9am-5pm

Customer Relations Manager
Hastings Direct
Conquest House
Collington Avenue
East Sussex
TN39 3LW

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:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9SR
Tel: 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk

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.

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