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-1661455
26 Jan 2021 Alwyn Insurance Company Limited Not upheldInsuranceDRN-1661455 The complaint Mr R complained that Alwyn Insurance Company Limited wouldn’t pay his theft claim under his motorcycle insurance policy What happened Mr R’s motorcycle was stolen but Alwyn wouldn’t pay his claim. They said he’d failed to meet the policy conditions about his motor... (3 pages)View decision -
Decision Reference DRN8814278
31 May 2013 Liverpool Victoria Insurance Company Limited UpheldInsurance (excluding PPI)Mr G has complained about Liverpool Victoria Insurance Company Limited’s decision to reject his medical expenses claim under his travel insurance policy, and about its handling of the claim. He considers LV incorrectly advised him that his medical expenses would be covered, prior to an op... (4 pages)View decision -
Decision Reference DRN-2117090
26 Nov 2020 MCE Insurance Company Limited Not upheldInsuranceDRN-2117090 The complaint Mr K complains that MCE Insurance Company Limited (MCE) returned his motorcycle, after recovering it from an accident, without his authority to an address he wasn’t residing at. Mr K is also unhappy with the condition of the motorcycle as he considers it is substa... (4 pages)View decision -
Decision Reference DRN9517843
3 Apr 2018 Europa Group Limited Not upheldInsurance (excluding PPI)Miss G is unhappy that Europa Group Limited t/as MotorCycle Direct cancelled her motorcycle insurance policy.backgroundMiss G took out a motorcycle insurance policy online with MotorCycle Direct. On 3 April 2017 MotorCycle Direct emailed Miss G to tell her it required ... (3 pages)View decision -
Decision Reference DRN5612235
13 Sep 2018 Santander Consumer (UK) Plc Not upheldBanking and creditMrs G complains about issues she’s experienced with a motorcycle supplied under a finance agreement with Santander Consumer (UK) Plc.backgroundIn July 2017 Mrs G was supplied with a new SYM Jet motorcycle and entered into a loan agreement with Santander. Mrs G experie... (2 pages)View decision -
Decision Reference DRN7829703
29 Nov 2018 Markerstudy Insurance Company Limited Not upheldInsurance (excluding PPI)Mr P has complained about Markerstudy Insurance Company Limited’s decision to reject a claim he made under his motorcycle insurance policy.backgroundMr P holds a motorcycle insurance policy with Markerstudy, covering a motorcycle he owned. The policy provides cover for thef... (3 pages)View decision -
Decision Reference DRN-3535526
12 Aug 2022 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-3535526 The complaint Mr W complains about the quality of a new motorcycle that was supplied through a hire purchase agreement with BMW Financial Services (GB) Limited (BMW). What happened In March 2021 Mr W acquired a new motorcycle through a hire purchase agreement with BMW. The cash... (3 pages)View decision -
Decision Reference DRN5635021
18 Jul 2019 UK Insurance Limited UpheldInsurance (excluding PPI)ComplaintMr W complained because U K Insurance Limited (“UKI”) said it wouldn’t pay for some items of contents in settlement of a travel insurance claim. BackgroundMr W claimed for the theft of a number of items that were stolen while on holiday, with a total cost of approximately £4,000. ... (2 pages)View decision -
Decision Reference DRN-3619505
23 Aug 2022 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-3619505 The complaint Mrs L complains about her motor insurer, LV Insurance Company Limited (‘LV’) holding her at fault for a collision between her vehicle and a motorcycle. In referring to LV, I include their agents and representatives. What happened In January 2022 Mrs L’s car was in... (3 pages)View decision -
Decision Reference DRN5631978
6 Apr 2018 Zenith Insurance plc Not upheldInsurance (excluding PPI)Mr S complains about the settlement he’s been offered under his motorcycle insurance policy with Zenith Insurance Plc.background Mr S was involved in a motorcycle accident in 2016. His motorcycle was declared a total loss. Mr S was originally offered around £1,000 (les... (2 pages)View decision