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 914 results
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Decision Reference DRN-5960470
13 Feb 2026 National House-Building Council UpheldInsuranceDRN-5960470 The complaint Miss A complains about National House-Building Council’s decision to decline a claim she made under her property warranty. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Miss A had a new ... (3 pages)View decision -
Decision Reference DRN-5794041
11 Feb 2026 National House-Building Council Not upheldInsuranceDRN-5794041 The complaint Mr and Mrs G complain that National House-Building Council (NHBC) has unfairly declined their building warranty claim. What happened Mr and Mrs G bought a new-build property that’s covered by a ten-year building warranty policy. The cover started in 2018. In ... (2 pages)View decision -
Decision Reference DRN-6112587
6 Feb 2026 National House-Building Council UpheldInsuranceDRN-6112587 The complaint Mr and Mrs S have complained about National House-Building Council, which provides their property’s building warranty, because it declined their claim for a damaged drainpipe, on the basis of cost of work, causing them to have to pursue a claim under their home... (3 pages)View decision -
Decision Reference DRN-5898449
30 Jan 2026 National House-Building Council Not upheldInsuranceDRN-5898449 The complaint Mrs M and Mr M have complained about National House-Building Council (NHBC). They feel it hasn’t treated them fairly after they made a claim on their building warranty policy. A representative has advanced this complaint on behalf of Mrs and Mr M but for simpli... (3 pages)View decision -
Decision Reference DRN-5890098
29 Jan 2026 National House-Building Council Not upheldInsuranceDRN-5890098 The complaint Miss S and Mr S complain that National House-Building Council (NHBC) unfairly declined a claim they made on their buildings warranty. For ease of reading, throughout the decision, I’ll only refer to Miss S throughout the decision. What happened Miss S has a bui... (2 pages)View decision -
Decision Reference DRN-6112588
28 Jan 2026 National House-Building Council Not upheldInsuranceDRN-6112588 The complaint Mr W complains about how National House-Building Council (NHBC) intends to settle a claim made under his Buildmark Policy. What happened Mr W owns a new build home in a building made up of residential flats and a commercial unit. It’s covered by a NHBC Buildma... (2 pages)View decision -
Decision Reference DRN-5974435
27 Jan 2026 National House-Building Council Not upheldInsuranceDRN-5974435 The complaint Mr S and Mrs S complain about National House-Building Council’s handling and settlement of a claim made under their new build property warranty. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary h... (4 pages)View decision -
Decision Reference DRN-5726889
21 Jan 2026 National House-Building Council Not upheldInsuranceDRN-5726889 The complaint Mr W has complained about the way National House-Building Council (“NHBC”) dealt with a claim he made for damage to the render of his property. What happened In 2022, Mr W claimed under his Buildmark policy with NHBC. The initial claim for damage to the render ... (3 pages)View decision -
Decision Reference DRN-6068683
13 Jan 2026 National House-Building Council UpheldInsuranceDRN-6068683 The complaint Miss A has complained about the way National House-Building Council (“NHBC”) has handled claims she’s made under her building warranty. What happened Miss A bought a newly-built home in 2019, which came with a NHBC Buildmark warranty. In 2023, she made a claim ... (6 pages)View decision -
Decision Reference DRN-5759674
8 Jan 2026 National House-Building Council Not upheldInsuranceDRN-5759674 The complaint Mr T has complained about his building warranty provider National House-Building Council regarding delays which have occurred in repairing his let property. What happened In February 2024 NHBC agreed that the roof at Mr T’s property, and others on the same est... (3 pages)View decision
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