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 DRN8407028
7 Jan 2015 Carole Nash Insurance Consultants Ltd UpheldInsurance (excluding PPI)Mr A complains that Carole Nash Insurance Consultants Ltd (‘Carole Nash’) did not make him aware of cancellation fees when he took out his motorcycle insurance policy. He also complains that he was not made aware that the breakdown and legal cover, which was automatically attached to th... (2 pages)View decision -
Decision Reference DRN7648539
10 Mar 2016 Trinity Lane Insurance Company Ltd Not upheldInsurance (excluding PPI)Mr H complains that Trinity Lane Insurance Company Ltd has refused to pay his claim made under his motorcycle insurance policy.backgroundMr H was attacked and his scooter was vandalised whilst it was parked outside his home. Trinity Lane rejected his claim as it said ... (2 pages)View decision -
Decision Reference DRN-2913814
13 Sep 2021 MCE Insurance Limited Not upheldInsuranceDRN-2913814 The complaint Mr C1 complains that MCE Insurance Limited cancelled his motorcycle insurance policy and offered him a new one at a higher price. He wants compensation for the financial losses this caused. Mr C1 is represented in this matter by his father, Mr C2. What happened Mr... (2 pages)View decision -
Decision Reference DRN3125539
20 Mar 2017 Europa Group Limited UpheldInsurance (excluding PPI)Mr C complains that Europa Group Limited mishandled his motorcycle insurance.backgroundEuropa acted as an intermediary between insurers and Mr C. He bought insurance for his scooter. He also bought additional products – personal accident and legal cover. The total cos... (2 pages)View decision -
Decision Reference DRN2682834
28 Dec 2016 HSBC Bank plc Not upheldBanking and creditMr W has complained HSBC Bank plc is expecting him to pay back money they say he owes them.backgroundMr W has complained HSBC is expecting him to repay over £3,250 which he was overdrawn when HSBC closed his account in 2014. He believes he was overdrawn only be... (2 pages)View decision -
Decision Reference DRN1915724
4 Aug 2017 esure Insurance Limited Not upheldInsurance (excluding PPI)Ms K and Mr M complain that esure Insurance Limited (esure) have blamed Mr M for an accident he says wasn’t his fault and settled a claim under Ms K’s car insurance policy.backgroundMr M is a named driver under Ms K’s policy. A motorcyclist made a claim against him f... (2 pages)View decision -
Decision Reference DRN-4658612
3 Apr 2024 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-4658612 The complaint Mr S complains about how his insurer, DAS Legal Expenses Insurance Company Limited (DAS) dealt with a claim under his breakdown insurance policy. References to DAS in this decision include their agents. What happened In August 2023 Mr S’s vehicle suffered a flat t... (4 pages)View decision -
Decision Reference DRN-2599489
9 Jul 2021 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-2599489 The complaint Ms A has complained that Automobile Association Insurance Services Limited (AA) unreasonably refused to pay her partner’s claim under this breakdown repair policy. Ms A is represented by her partner Mr A so I shall just refer to him throughout. What happened Mr A ... (2 pages)View decision -
Decision Reference DRN1372181
30 Mar 2020 Hastings Insurance Services Limited Not upheldInsurance (excluding PPI)Mr W complains that Hastings Insurance Services Limited mis-sold him a legal expenses insurance policy. He wants matters put right.backgroundIn 2012, Mr W took out a motorcycle insurance policy with Hastings. He opted to take out the extra legal expenses insurance policy, which provided co... (2 pages)View decision -
Decision Reference DRN0655271
15 Mar 2019 MCE Insurance Company Limited UpheldInsurance (excluding PPI)Mr B has complained about the total loss settlement sum MCE Insurance Company Limited paid when he made a claim under his motorcycle insurance policy. backgroundMr B bought a motorbike insurance policy with MCE. He changed his bike on 1 September 2018. He bought a brand... (2 pages)View decision