| Method | Description | Availability |
|---|---|---|
| Online form | Fill in an online form | 24/7 |
| Phone call | Call their customer support number | Monday to Friday, 9:00 AM to 5:00 PM; Saturday and Sunday, 9:00 AM to 1:00 PM |
| Mail a letter to the customer relations manager | 24/7, depends on postal service | |
| European Commission Online Dispute Resolution | Submit a complaint online if you bought your policy online and are unsatisfied after eight weeks | 24/7, response within 30 days |
| Financial Ombudsman | File a complaint if unsatisfied with the response from Hastings Direct:complaint.info@financial-ombudsman.org.uk | Monday to Friday from 8:00 AM – 5:00 PM or 9:00 AM – 1:00 PM on Saturday, response within 10 working days |
If you wish to file a complaint with Hastings Direct, you can do so using the following methods:
- Fill in this online form
- Call their customer support number, which is open from Monday to Friday, 9:00 AM to 5:00 PM, and Saturday and Sunday, from 9:00 AM to 1:00 PM.
- Mail a letter to the customer relations manager
The customer service team should resolve your complaints immediately or within three business days. If it takes longer due to the nature of your complaint, expect a written acknowledgment of your complaint. Your complaint’s assigned agent will investigate within four weeks, and provide the final response. However, if your complaint requires more investigation, the agent will notify you about the case’s progress and when to expect the final response.
If you’re not satisfied with the resolution from Hastings Direct after eight weeks, you can escalate your complaint:
- File a complaint via the European Commission Online Dispute Resolution. This platform is for people who bought their policies online. You have 30 days to submit a complaint, or your case will be closed on the platform. To file a complaint, you will have to submit the company’s details, your complaint in detail, and your personal information.
- File a complaint via the Financial Ombudsman. To file a complaint with the ombudsman office, follow these steps:
- Contact Hastings Direct and explain your problem.
- Gather evidence from the conversations between you and the company.
- If unsatisfied with the response, contact the financial ombudsman within six months of receiving the final response from Hastings Direct.
- The ombudsman’s office will start an investigation into your complaint.
- Wait for a response from the ombudsman’s office if your case will proceed or not.
If the ombudsman’s office doesn’t take up your case, you can present your case to a small claims court. Once you file a complaint with the financial ombudsman, expect the first feedback within 10 working days. The resolution time varies depending on the complexity of the case
hello i want to request an official document from you to prouve i was not compensated on my incident from 15/04/2023 when my previous motorcycles W****WH was stolen, thank you. kind regards