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How to File a Complaint with Hastings Direct?

While the company strives to deliver exceptional service, there may be instances where customers feel dissatisfied and need to lodge a complaint. This article will guide you through the process of filing a complaint with Hastings Direct.

Step 1: Understand your grounds for complaint

Before submitting a complaint, determine the nature of your issue. Common reasons for complaints include policy cancellations, claim denials, unsatisfactory customer service, or delays in processing claims. Make sure to gather all relevant documentation to support your complaint.

Step 2: Contact Hastings Direct customer service

The first step in the complaint process is to contact Hastings Direct’s customer service team. You can do this in several ways:

When contacting Hastings Direct, be sure to provide your policy number, contact information, and a clear explanation of your complaint.

Step 3: Await a response

Once you’ve submitted your complaint, Hastings Direct will acknowledge it within five working days. The company aims to resolve complaints within eight weeks, but some complex cases may require more time. You will receive updates on the progress of your complaint throughout the process.

Step 4: Escalate to the Financial Ombudsman Service

If you’re unhappy with Hastings Direct’s final response or haven’t received a resolution within eight weeks, you can escalate your complaint to the Financial Ombudsman Service (FOS). The FOS is an independent organization that helps resolve disputes between customers and financial service providers.

You can contact the FOS through the following methods:

Remember, you must contact the FOS within six months of receiving Hastings Direct’s final response, or you may lose your right to escalate the complaint.

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