We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 605 results
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Decision Reference DRN-4320161
31 Aug 2023 Great Lakes Insurance SE Not upheldInsuranceDRN-4320161 The complaint Mr S complains that Great Lakes Insurance SE declined his claim against his travel insurance policy. Reference to Great Lakes includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full... (6 pages)View decision -
Decision Reference DRN-3152229
23 Nov 2021 MCE Insurance Company Limited UpheldInsuranceDRN-3152229 The complaint Mr S has complained that MCE Insurance Company Limited turned down his claim under his motorcycle insurance policy following the theft of his motorcycle. What happened Mr S renewed his motorcycle insurance policy with MCE in August 2020. His motorcycle was stolen ... (3 pages)View decision -
Decision Reference DRN-4083135
9 Jun 2023 Zurich Insurance PLC UpheldInsuranceDRN-4083135 The complaint Mr A complains that Zurich Insurance PLC (Zurich) have settled a claim under his motorbike insurance policy for considerably less than it should have. What happened Mr A purchased a market value motorcycle insurance policy with Zurich in February 2022. The policy ... (3 pages)View decision -
Decision Reference DRN8077112
6 Nov 2019 Markerstudy Insurance Company Limited UpheldInsurance (excluding PPI)Mr M is unhappy that Markerstudy Insurance Company Limited has declined a claim on his motorcycle insurance policy. backgroundMr M’s motorcycle was stolen from outside his house while he says he’d gone inside for a few minutes to close and lock the garage door before going on a journey on ... (2 pages)View decision -
Decision Reference DRN-4108676
2 May 2023 RAC Insurance Limited UpheldInsuranceDRN-4108676 The complaint Mr M complains about the standard of service RAC Insurance Limited (RAC) provided when his motorcycle broke down in Europe, under his breakdown assistance policy. References to RAC include its contractors and agents. What happened Mr M was driving through Europe i... (4 pages)View decision -
Decision Reference DRN-3763333
30 Jan 2023 Markerstudy Insurance Company Limited Not upheldInsuranceDRN-3763333 The complaint Mr B complained that Markerstudy Insurance Company Limited wouldn’t pay his theft claim under his motorcycle insurance policy. What happened After Mr B’s motorcycle was stolen Markerstudy refused to pay his claim. They said he’d failed to meet the policy condition... (2 pages)View decision -
Decision Reference DRN1894065
21 Oct 2013 Black Horse Limited UpheldBanking and creditMr L complains about a motorcycle he bought through a loan agreement with Black Horse Limited. He is unhappy that the motorcycle is an import and says he would not have bought it had he been told it was an import. backgroundThe adjudicator recommended the complaint be upheld. From the in... (2 pages)View decision -
Decision Reference DRN5526058
15 Oct 2015 Carole Nash Insurance Consultants Ltd Not upheldInsurance (excluding PPI)Mr G complained that when he took out his motorcycle insurance policy his broker, Carole Nash Insurance Consultants Ltd, made a mistake which increased his premium.backgroundMr G took out his motorcycle policy over the phone. When he received his policy papers he notic... (2 pages)View decision -
Decision Reference DRN-4693999
29 Apr 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4693999 The complaint Mr R complains about how West Bay Insurance Plc handled his claim against his motorcycle insurance policy. Reference to West Bay includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in f... (4 pages)View decision -
Decision Reference DRN-3689059
13 Mar 2023 Carole Nash Insurance Consultants Ltd Not upheldInsuranceDRN-3689059 The complaint Mr K complained about Carole Nash Insurance Consultants Ltd’s actions in connection with his motor insurance policy. What happened Mr K claimed against his insurer after his motorcycle was stolen from his home then recovered. His insurer declined his claim. They s... (2 pages)View decision