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 DRN7146159
9 May 2013 E Insurance Services Ltd UpheldInsurance (excluding PPI)This complaint concerns eBike’s initial decision to reject a theft claim on Mr D’s motorcycle policy and the proposed settlement when it changed its mind. backgroundIn summary, Mr D’s claim was initially declined because eBike was not satisfied he had taken reasonable steps to safegu... (3 pages)View decision -
Decision Reference DRN-4531549
28 Dec 2023 esure Insurance Limited UpheldInsuranceDRN-4531549 The complaint Mr T complains about how esure Insurance Limited (“esure”) told him about a claim and decided liability under his car insurance policy. The incident in question involved a named driver on Mr T’s policy, but for ease I’ll refer to him throughout. What happened Mr T... (4 pages)View decision -
Decision Reference DRN3281787
17 Jul 2019 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mr D is unhappy with The Society of Lloyd’s (SoL) about how his claim for a motorcycle accident was settled. Liability for the accident was recorded against Mr D and he feels SoL should have defended him – it hasn’t shown him the duty of care, the level of expertise which he was entitled t... (4 pages)View decision -
Decision Reference DRN4690311
15 Apr 2013 HFC Bank Limited Not upheldPayment protection insurance (PPI)This complaint concerns the selling of a single premium payment protection insurance policy by HFC Bank Ltd. Mr B purchased the policy in 2007 alongside a loan. The purpose of the loan was to buy a motorcycle and to consolidate existing debt. backgroundThe adjudicator in this case conclu... (2 pages)View decision -
Decision Reference DRN8245288
24 Mar 2015 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr K complains that Advantage Insurance Company Limited has not covered him for the loss of his helmet and gloves under his motor cycle insurance policy.background Mr K’s gloves and helmet were stolen from his parked motor cycle. Advantage has declined his claim for their ... (2 pages)View decision -
Decision Reference DRN8230171
3 Dec 2019 Legal & General Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs R are unhappy with the settlement and the delays in dealing with their home insurance claim for damage in respect of their contents by Legal & General Insurance Limited (L&G).backgroundIn October 2017 Mr and Mrs R had a fire in their garage. L&G accepted the claim fo... (3 pages)View decision -
Decision Reference DRN-3169097
10 Feb 2022 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-3169097 The complaint Mr H and Mrs H have complained that Red Sands Insurance Company (Europe) Limited (‘Red Sands’) unfairly declined a claim under their home contents policy. What happened Mr H and Mrs H contacted Red Sands to make a claim when two bikes were stolen from a balcony at... (2 pages)View decision -
Decision Reference DRN-3372069
24 Mar 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3372069 The complaint Mr M complains about how Aviva Insurance Limited settled a claim on his car insurance policy. What happened Mr M was involved in an accident with a motorcycle while turning at a junction. Mr M initially looked at claiming on his policy but decided not to as the da... (2 pages)View decision -
Decision Reference DRN9005901
20 Jun 2017 AIB Group (UK) Plc Not upheldBanking and creditMr M complains that AIB Group (UK) p.l.c. (trading as First Trust Bank) won’t refund to him the £1,520.13 that he’s claimed for some flights. His complaint is made against First Trust Bank under section 75 of the Consumer Credit Act 1974.backgroundMr M was on holida... (2 pages)View decision -
Decision Reference DRN5593534
16 Apr 2015 Swinton Group Ltd UpheldInsurance (excluding PPI)Ms R complains about the way Swinton Group Ltd set up and cancelled her motorcycle insurance policy. backgroundMs R went onto a price comparison website to get quotes for a motorcycle insurance policy. She says she input details of two speeding offences. She decided t... (2 pages)View decision