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
-
Decision Reference DRN-5765617
31 Dec 2025 National House-Building Council Not upheldInsuranceDRN-5765617 The complaint Mr and Mrs R have complained that National House-Building Council (“NHBC”) has unfairly declined a claim made under their Buildmark warranty. What happened In August 2024, Mr and Mrs R moved into a property which was covered by a NHBC warranty. In October 2024,... (4 pages)View decision -
Decision Reference DRN-6039335
22 Dec 2025 National House-Building Council Not upheldInsuranceDRN-6039335 The complaint Mr and Mrs C complain about the way National House-Building Council (NHBC) handled a claim they made on their building warranty for several issues with their home. Mr C has been the main correspondent for the claim and complaint. As such, I’ve referred to him ... (3 pages)View decision -
Decision Reference DRN-5990414
18 Dec 2025 National House-Building Council UpheldInsuranceDRN-5990414 The complaint X and Mrs M complain about National House-Building Council’s decision to decline 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 give only a brief summary here, focussin... (2 pages)View decision -
Decision Reference DRN-5918790
16 Dec 2025 National House-Building Council UpheldInsuranceDRN-5918790 The complaint Ms C and Mr C have complained about the way National House-Building Council (“NHBC”) handled a claim made under their new home warranty. What happened In September 2023, Ms C and Mr C made a claim under their NHBC Buildmark policy when they found the roof of th... (3 pages)View decision -
Decision Reference DRN-5978928
16 Dec 2025 National House-Building Council UpheldInsuranceDRN-5978928 The complaint Mr M has complained about his building warranty provider National House-Building Council (NHBC) because it gave him conflicting information and declined his claim. What happened In 2024 the ten-year warranty Mr M had for his home was coming to an end. He’d ini... (4 pages)View decision -
Decision Reference DRN-5758414
2 Dec 2025 National House-Building Council UpheldInsuranceDRN-5758414 The complaint Mr and Mrs F complain that National House-Building Council (“NHBC”) has unfairly declined a claim under their Buildmark warranty. Any reference to Mr and Mrs F or NHBC includes respective agents or representatives. What happened The background of this complaint... (5 pages)View decision -
Decision Reference DRN-5856902
28 Nov 2025 National House-Building Council UpheldInsuranceDRN-5856902 The complaint Mr M complains about National House-Building Council’s handling of his buildings warranty claim. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mr M has an NHBC warranty to cover a flat f... (4 pages)View decision -
Decision Reference DRN-5465535
21 Nov 2025 National House-Building Council Not upheldInsuranceDRN-5465535 The complaint Mr A has complained about the way National House-Building Council (‘NHBC’) has handled a claim he made for damage caused to his apartment by an ingress of water from a defective roof. What happened Mr A purchased a new build, top floor apartment with roof terra... (5 pages)View decision -
Decision Reference DRN-5951370
14 Nov 2025 National House-Building Council Not upheldInsuranceDRN-5951370 The complaint Mr W complains about National House-Building Council’s (NHBC) handling of a claim made under his Buildmark policy. What happened The subject of this complaint is an estate comprised of multiple blocks and apartments. Mr W is the leaseholder of one of the apart... (10 pages)View decision -
Decision Reference DRN-5470308
9 Oct 2025 National House-Building Council Not upheldInsuranceDRN-5470308 The complaint Mrs O has complained that National House-Building Council trading as NHBC unfairly declined a claim she made under her building warranty. What happened Mrs O’s property was completed in June 2019 and benefited from a ten-year Buildmark building warranty underwr... (4 pages)View decision