Customer complaints

We're committed to providing the highest levels of service to every single customer, every single time including putting any mistakes right.

Caring for our customers

If something goes wrong or our service falls below expectations, let us know and we'll do everything we can to resolve things as soon as possible.

You can get in touch in the following ways:

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 9.00am to 5.00pm.
By writing to us at:

Customer Relations Manager
Hastings Direct
Conquest House
Collington Avenue
Bexhill-On-Sea
East Sussex
TN39 3LW

What happens first
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.

What to expect from us
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 let you know when you can expect to receive our final decision.

If it’s not us your complaint is about
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 don’t meet expectations
The first point of contact should be with us to see if we can resolve any issues. However, if you’ve been in touch and you’re not satisfied with our response or we haven’t resolved your complaint 8 weeks after you first told us about it, 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

From January 2021, online consumers in the UK can no longer use the European Online Dispute platform to help raise a complaint. However, consumers can still access Alternative Dispute Resolution bodies in Europe. 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 post customer queries on our HastingsDirect Twitter feed.

Tweet to @Hastingsdirect

Complaints publication report

Firm name: Hastings Insurance Services Limited

Group: Hastings Group (Consolidated) Limited

Period covered in this report: 1^st July – 31^st December 2022

Brands/trading names covered: Hastings Direct, Hastings Direct YouDrive, Insure Pink & People's Choice

This table details how many complaints we have received across the Hastings Brands for the reporting period.