How to File a Complaint Against Hastings Insurance Quickly

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How to File a Complaint Against Hastings Insurance Quickly

Founded in 1997, Hastings Direct is a private limited insurance company that allows you to tailor-make your policy to suit your needs. However, many cover options are strikingly similar, which can be confusing. As a result, you may end up purchasing the wrong cover.

Filing for can take time as the services are offered online, through their website, or their application. This makes it difficult for you to get in touch with a human customer service agent, requiring you to wait for longer, which can easily lead to frustrations.

DoNotPay can help you to contact a customer service agent seamlessly and quickly by contacting Hastings Direct customer service team on your behalf. Once an agent is connected, DoNotPay will notify you, and you can proceed with filing your complaints.

How to Contact Hastings Direct

Whether it's the purchase of a wrong cover or cancelling a policy due to increased premiums, use the following ways to get in touch with the customer service team to resolve your :

  1. Filling in an online form.
  2. Call them using 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.
  3. Mailing 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 acknowledgement 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.

Hastings Direct Contact Information
WebsiteHastings Direct
Support PageHelp Centre & FAQs | Hastings Direct
Phone Number0333 999 8904
TwitterHastings Help
FacebookHastings Direct
Mailing AddressCustomer Relations Manager

Hastings Direct

Conquest House

Collington Avenue


East Sussex

TN39 3LW

Online FormCustomer Complaints Form

Alternative Ways to File a Complaint Against Hastings Direct

Before seeking alternative ways to resolve your complaint(s) with Hastings Direct, ensure that you have completely exhausted all the communication channels available to file a complaint. If Hastings Direct doesn't provide you with satisfactory results within eight weeks, you can forward your complaint to the following bodies:

  1. File a Complaint via the European Commission Online Dispute Resolution

The European Commission has an online dispute resolution(ODR) platform that caters to people who bought their policies online. It's important to note that the European Commission doesn't replace the services offered by the financial ombudsman office.

The ODR platform has various approved dispute resolution tools that you can choose from to handle your case. 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 following using an online form:

  • The company's details such as the name, website, and country of residence
  • Your complaint in detail
  • Your personal information

In addition, by using the ODR platform, you can directly contact Hastings Direct if you had not previously lodged your complaint with the company. If the company is open to dialogue, you can use the ODR platform to communicate and settle your claim.

  1. File a Complaint Via the Financial Ombudsman

The financial ombudsman resolves complaints between businesses that provide financial services and consumers. To file a complaint with the ombudsman office, you will need you to follow the following steps:

  1. Contact Hastings Direct and explain your problem.
  2. Gather evidence from the conversations between you and the company.
  3. If unsatisfied with the response, contact the financial ombudsman within six months of receiving the final response from Hastings Direct.
  4. The ombudsman office will start an investigation on your complaint.
  5. 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. However, if you'll receive a go signal from the office, you can file a complaint through:

  • Online complaint forms.
  • Calling the helpline number on Monday to Friday from 8:00 AM - 5:00 PM or 9:00 AM - 1:00 PM on Saturday.

Once you file a complaint with the financial ombudsman, expect the first feedback within 10 working days. Each case forwarded to the ombudsman's office takes a different time to be resolved, as this depends on the case's complexity.

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