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.
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
|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|
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:
Telephone: 0333 999 8904 our lines are open Monday to Friday from 9am to 5pm
Customer Relations Manager
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.