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Customer complaints

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

Customer complaints

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:

  • By emailing us at customerrelations@hastingsdirect.com to discuss an existing complaint
  • By filling in our online form to make a new complaint
  • By calling us on 0333 999 8904 our lines are open Monday to Friday from 9am to 5pm.
  • By writing to us at:

    Customer Relations Manager
    Hastings Direct
    Conquest House
    Collington Avenue
    Bexhill-On-Sea
    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
London
E14 9SR
Tel: 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk

www.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.

Complaints publication report

Firm name: Hastings Insurance Services Limited

Group: Hastings Group (Consolidated) Limited

Period covered in this report: 1st January – 30th June 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 12.62 0.4
Number of complaints opened 22,667 725
Number of complaints closed 22,175 725
Percentage of complaints closed within three days 41.99% 39%
Percentage of complaints closed after three days but within eight weeks 56.58% 59.72%
Percentage of complaints upheld 66.60% 68.68%
Main cause of complaints opened Errors / not following instructions Arrears related

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We are a multi-award winning business and one of the UK's fastest growing insurance groups.

  • 2013–2015 & 2018 Consumer Moneyfacts Awards Car Insurance Provider of the Year
  • 2014 & 2015 UK Broker Awards, Personal Lines Broker of the Year
  • 2014 British Insurance Awards, Personal Lines Broker of the Year

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