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 DRN0538714
16 Jun 2016 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr S complains that Ageas Insurance Limited should meet his claim on a motorcycle insurance policy.backgroundMr S reported that his motorbike had skidded on some builder’s gravel, injuring him and damaging the bike. Ageas cancelled his policy as if it had never existed... (2 pages)View decision -
Decision Reference DRN7648631
3 Mar 2016 Markerstudy Limited Not upheldInsurance (excluding PPI)Mr K is unhappy that Markerstudy Limited won’t pay a claim under his motor insurance policy for theft of his motorcycle. backgroundMr K’s motorcycle was stolen when he was showing it to a potential buyer. The buyer asked to test drive the bike, but Mr K didn’t agr... (2 pages)View decision -
Decision Reference DRN4996950
18 Sep 2017 Markerstudy Insurance Company Limited Not upheldInsurance (excluding PPI)Mr A’s complained about the way Markerstudy Insurance Company Limited (Markerstudy) handled his motor insurance claim . background Mr A was involved in an accident and made a claim under his policy. He brought a complaint to this service, saying Markerstudy provided ... (2 pages)View decision -
Decision Reference DRN3889100
15 Dec 2016 Hastings Insurance Services Limited Not upheldInsurance (excluding PPI)Mr W has complained that Hastings Insurance Services Limited sold him unsuitable motor policies and refused to return his premiums.Mr W’s been represented by Ms K. But for ease I’ll refer to her actions and comments as being those of Mr W.backgroundMr W took out insur... (3 pages)View decision -
Decision Reference DRN6010667
28 Sep 2015 Markerstudy Insurance Company Limited UpheldInsurance (excluding PPI)Mr L has complained that Markerstudy Insurance Company Limited unfairly cancelled his motorcycle policy as if it never existed and refused to deal with a claim he made following the theft of his motorbike.backgroundMr L bought his policy with Markerstudy through a comparis... (3 pages)View decision -
Decision Reference DRN9126233
20 Nov 2015 MCE Insurance Company Limited Not upheldInsurance (excluding PPI)Mr H has complained that MCE Insurance Company Limited unfairly deducted an additional excess when he made a claim under his motorcycle insurance policy after his motorbike was stolen.backgroundMr H’s motorbike was outside his home when it was stolen. He made a claim ... (3 pages)View decision -
Decision Reference DRN7285036
15 Mar 2016 The Co-operative Bank Plc Not upheldBanking and creditMr S complains that The Co-operative Bank Plc (Co-op) mis-sold him a packaged bank account called the Privilege Premier account in 2010 when he took out a mortgage. backgroundMr S complained to Co-op. It didn’t agree that it had done anything wrong so he brought his ... (3 pages)View decision -
Decision Reference DRN3991871
4 Jun 2014 Devitt Insurance Services Ltd Not upheldInsurance (excluding PPI)Ms C complains that after she made a claim on the motorcycle insurance policy she arranged through her broker, Devitt Insurance Services Ltd, she was charged an additional premium and had to pay a high policy excess. She considers both to be unreasonable.backgroundDuring the investiga... (2 pages)View decision -
Decision Reference DRN-4053033
5 May 2023 Aviva Insurance Limited UpheldInsuranceDRN-4053033 The complaint Mr K complains that he made a claim to Aviva Insurance Limited (Aviva), via his broker, in June 2023 but received no response, under his motor insurance policy. What happened Mr K says his motorcycle was stolen in June 2022. He contacted his broker by phone to mak... (3 pages)View decision -
Decision Reference DRN8308357
24 Mar 2017 Be Wiser Insurance Services Ltd Not upheldInsurance (excluding PPI)Mrs K has complained that Be Wiser Insurance Services Ltd didn’t make it clear that her motorcycle helmet policy didn’t cover her for accidents outside of the UK.backgroundMrs K bought a motorcycle policy that included a free helmet and leathers policy. When she had an... (2 pages)View decision