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-2214543
25 Jan 2021 Ageas Insurance Limited UpheldInsuranceDRN-2214543 The complaint Mr K complains that Ageas Insurance Limited mishandled a claim on his motorcycle insurance policy. What happened Mr K had a scooter. For the year from December 2018, he had a policy for it under which Ageas was responsible for dealing with claims. Where I refer to... (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 DRN7002072
21 Jun 2019 Adrian Flux Insurance Services Group UpheldInsurance (excluding PPI)Mr G has complained about Adrian Flux Insurance Services Group’s service concerning a motor insurance policy.backgroundI issued a provisional decision on 6 June 2019. For ease I've repeated the majority of that below. I said:“Mr G asked Adrian Flux to provide him wi... (4 pages)View decision -
Decision Reference DRN-4446561
9 Nov 2023 Society of Lloyd's UpheldInsuranceDRN-4446561 The complaint Mr K is unhappy with Society of Lloyd’s (SoL) handling and settlement of a claim made under his motor insurance policy. Where I’ve referred to SoL, this includes the underwriting syndicate which actually provides the cover under Mr K’s policy. What happened Mr K h... (5 pages)View decision -
Decision Reference DRN4153817
30 Apr 2020 Lloyds Bank PLC Not upheldBanking and creditMrs B complains that Lloyds Bank plc won’t refund to her the £508.50 that she paid in September 2017 for a high visibility motorcycling jacket.The details of this complaint are well known to both parties and have been set out by the investigator so I won’t repeat them again here. Instead I... (2 pages)View decision -
Decision Reference DRN4348961
20 Oct 2015 Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr H complains that Bank of Scotland plc set-up a mortgage payment protection insurance (MPPI) policy for him without his consent. He says Bank of Scotland took monthly direct debit payments from his account to pay for it, again without his consent.backgroundMr H says ... (2 pages)View decision -
Decision Reference DRN-4181560
4 Sep 2023 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4181560 The complaint Ms G complains that Mulsanne Insurance Company Limited declined her claim made on her motor insurance policy after she had an accident whilst driving her parents’ campervan. She wants it to pay the claim. What happened Ms G had an accident when she was driving he... (2 pages)View decision -
Decision Reference DRN-4427254
18 Jan 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4427254 The complaint Ms R complains about the settlement payment West Bay Insurance Plc (West Bay) offered following the total loss of her motorbike, under her motor insurance policy. What happened In May 2023 Ms R was involved in a collision whilst driving her motorbike. She made a c... (2 pages)View decision -
Decision Reference DRN2930115
5 Dec 2018 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Mrs W complains about how Advantage Insurance Company Limited is handling a claim made on her motor insurance policy. She wants compensation.backgroundMrs W was involved in an accident with a motorcycle in 2015. Advantage initially thought Mrs W was at fault. But it the... (2 pages)View decision -
Decision Reference DRN-3942350
17 Mar 2023 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-3942350 The complaint Mr W complains that Fortegra Europe Insurance Company Ltd (FEIC) won’t repair his car under his insurance cover with them. What happened In July 2021 Mr W took out cosmetic accident repair insurance with FEIC. He said he purchased the insurance when he acquired hi... (3 pages)View decision