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-3655615
18 Nov 2022 West Bay Insurance Plc Not upheldInsuranceDRN-3655615 The complaint Mr M complains that West Bay Insurance Plc didn’t pay him enough when he made a claim on his motorcycle insurance policy after his bike was stolen and not recovered. What happened Mr M told us his bike was worth £2,400 due to its good condition and very low mileag... (3 pages)View decision -
Decision Reference DRN-4749224
1 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4749224 The complaint Mr and Mrs B are unhappy with how Aviva Insurance Limited (Aviva) has dealt with their travel insurance claim. Any reference to Aviva includes all its agents. What happened Mr and Mrs B have travel insurance cover alongside their bank current account. The underwri... (3 pages)View decision -
Decision Reference DRN3310656
25 Oct 2018 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr W complains that underwriters at the Society of Lloyd’s wouldn’t pay out in full on his motor insurance when his motorbike was stolen.backgroundMr W left his motorbike in a secure public car park while he went on holiday. On his return, he found it had been stol... (3 pages)View decision -
Decision Reference DRN0705032
4 Jan 2017 MCE Insurance Company Limited UpheldInsurance (excluding PPI)Mr G’s complained about the service he received from MCE Insurance Company Limited when he claimed under his motorcycle insurance policy. His mother, Mrs G is representing him in his complaint.backgroundMr G bought a motorbike policy with MCE in November 2015. He sold h... (3 pages)View decision -
Decision Reference DRN0111262
31 Mar 2020 Close Brothers Limited UpheldBanking and creditMr T complains that a motorbike that was supplied to him under a conditional sale agreement with Close Brothers Limited, trading as Close Brothers Motor Finance, wasn’t of satisfactory quality. He’s being helped with his complaint by his daughter-in-law.backgroundA motorbike was supplied t... (4 pages)View decision -
Decision Reference DRN9797109
10 Mar 2015 Markerstudy Insurance Company Limited UpheldInsurance (excluding PPI)Miss T complains that Markerstudy Insurance Company Limited has held her liable for a road traffic accident and this has affected her no claims discount (NCD) and the premium for her motor insurance policy. She wants it to investigate the matter fully and not settle the third party claim... (3 pages)View decision -
Decision Reference DRN5091789
10 Feb 2017 Europaische Reiseversicherung AG UpheldInsurance (excluding PPI)Mr M and Miss G complain that Europaische Reiseversicherung AG mishandled a claim on a travel insurance policy.backgroundMr M and Miss G were in a part of the European Union. They left baggage in a parked hire car. Someone broke one of its windows and stole som... (4 pages)View decision -
Decision Reference DRN8205354
21 Jan 2019 MCE Insurance Company Limited UpheldInsurance (excluding PPI)Mr M has complained that MCE Insurance Company Limited unfairly cancelled his motorcycle insurance policy as if it didn’t exist and refused to deal with his theft claim.backgroundMr M renewed his motorbike insurance policy with the insurer MCE via an online comparison we... (4 pages)View decision -
Decision Reference DRN-1812134
7 May 2020 esure Insurance Limited Not upheldInsuranceDRN-1812134The complaintMr A complains about how esure Insurance Limited settled his car insurance claim following an accident. What happenedMr A was involved in an accident. He was turning right at a four-way junction with temporary lights. He proceeded on a green light, but the lights we... (3 pages)View decision -
Decision Reference DRN-2245623
6 Mar 2021 MCE Insurance Company Limited UpheldInsuranceDRN-2245623 The complaint Mr P complains that MCE Insurance Company Limited wrongly avoided his motorbike insurance policy and retained the premium for it. What happened Mr P took a policy out with MCE on 15 March 2020, having completed the application on a comparison website. Mr P says th... (3 pages)View decision