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-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 DRN3326437
17 Sep 2015 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr H complains about how Liverpool Victoria Insurance Company Limited (LV) handled a claim made under his motor insurance policy. He wants a full refund of his excess and for LV to remove the fault claim from his record.backgroundMr H was involved in an accident ... (2 pages)View decision -
Decision Reference DRN0683859
20 Feb 2017 Unum Ltd Not upheldInsurance (excluding PPI)Mr B has complained that Unum Ltd unreasonably refused to pay his claim under his employer’s group income protection policy. Mr B is represented by his employer.backgroundMr B submitted his claim in August 2015 as he had been sadly diagnosed with lung cancer. He sai... (2 pages)View decision -
Decision Reference DRN7989776
16 Feb 2016 Europa Group Limited Not upheldInsurance (excluding PPI)Mr A is unhappy with how Europa Group Limited, trading as MotorCycle Direct (MCD), cancelled his motor insurance policy.backgroundMr A bought a motor insurance policy online. MCD dealt with the policy administration. After Mr A bought his policy, MCD sent him a welcome ema... (2 pages)View decision -
Decision Reference DRN7185601
28 Oct 2019 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mr P complains that Ageas Insurance Limited cancelled his motor insurance policy from the start (voided it) after his motorcycle was stolen. He wants it remove records of the voidance from all databases.backgroundMr P’s motorbike was stolen from a different address than the insured one. Ag... (2 pages)View decision -
Decision Reference DRN1015542
27 Jun 2014 CIS General Insurance Limited Not upheldInsurance (excluding PPI)Mrs W complains that CIS General Insurance Limited wrongly accepted liability, and settled a third party claim, under her motor insurance policy. backgroundIn January 2012, Mrs W’s son, Mr W, was involved in a collision while driving her car. He says that while he was stationary at the... (2 pages)View decision -
Decision Reference DRN-4442219
18 Jan 2024 Devitt Insurance Services Ltd UpheldInsuranceDRN-4442219 The complaint Mrs W complains that Devitt Insurance Services Ltd trading as Devitt (“Devitt”) required her to disclose medical information when she bought motor insurance from it. What happened Mrs W was looking for a motor insurance policy to cover her motorcycle. She used a c... (2 pages)View decision -
Decision Reference DRN-3568960
28 Nov 2022 AXA Insurance UK Plc Not upheldInsuranceDRN-3568960 The complaint Mr M has complained, as a director of a company, which I’ll refer to as P, about AXA’s handling of a motor claim under P’s commercial motor insurance policy. What happened On 1 September 2020 Mr M was involved in a collision with a motorbike. Mr M was indicating l... (2 pages)View decision -
Decision Reference DRN2209362
23 Mar 2018 Markerstudy Insurance Company Limited Not upheldInsurance (excluding PPI)Mr L complains that Markerstudy Insurance Company Limited didn’t pay him enough when he made a claim on his motorcycle insurance policy for his stolen motorbike.backgroundMarkerstudy offered Mr L £2,800 for the bike, less his policy excess of £400. It also deducted 20% ... (2 pages)View decision -
Decision Reference DRN8367978
7 Jul 2015 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr C1 complains that Allianz Insurance Plc (Allianz) was wrong to hold his son Mr C2, the named driver on his motor insurance policy, responsible for a motor accident, and to accept the third party’s claim on his policy. He also complains about the way Allianz ... (2 pages)View decision