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-4247896
26 Sep 2023 National House-Building Council Not upheldInsuranceDRN-4247896 The complaint Mr and Mrs D complain National House Building Council (“NHBC”) settled their building warranty claim unfairly. What happened In February 2022 Mr and Mrs D moved into a six-year-old property. Some months later they found water to be entering though the west elevati... (2 pages)View decision -
Decision Reference DRN-4107399
1 Sep 2023 National House-Building Council UpheldInsuranceDRN-4107399 The complaint Mrs and Mr D have complained about National House-Building Council (NHBC). They are unhappy about the settlement of their claim on their building warranty following the developer’s refusal to carry out the required rectification work. What happened Mrs and Mr D bo... (3 pages)View decision -
Decision Reference DRN-4236121
17 Aug 2023 National House-Building Council UpheldInsuranceDRN-4236121 The complaint Mr G is unhappy with the way National House-Building Council (NHBC) dealt with a claim he made under his new home warranty. What happened Mr G bought a new home. It was covered by a ten-year NHBC warranty which began in December 2015. He reported a number of probl... (3 pages)View decision -
Decision Reference DRN-4300982
15 Aug 2023 National House-Building Council UpheldInsuranceDRN-4300982 The complaint Mr L and Ms R are unhappy National House-Building Council (NHBC) has partially declined a claim made under their building warranty. What happened Mr L and Ms R purchased a home which came with a ten-year NHBC building warranty. In 2021 Mr L and Ms R noticed issues... (9 pages)View decision -
Decision Reference DRN-4154224
24 Jul 2023 National House-Building Council Not upheldInsuranceDRN-4154224 The complaint Mr F complains National House-Building Council (NHBC) hasn’t handled his building warranty claim fairly. What happened Mr F bought a new-build apartment that’s covered by a ten-year building warranty policy. The policy started in November 2018. Two sections of the... (3 pages)View decision -
Decision Reference DRN-4239037
11 Jul 2023 National House-Building Council Not upheldInsuranceDRN-4239037 The complaint Mr M and Miss C are unhappy National House-Building Council (NHBC) declined a claim made under their building warranty. What happened In March 2019 Mr M and Miss C purchased a new build home which came with a ten-year NHBC building warranty. In February 2020 a til... (3 pages)View decision -
Decision Reference DRN-4234567
7 Jul 2023 National House-Building Council UpheldInsuranceDRN-4234567 The complaint Mr G and Mrs N are unhappy with National House-Building Council’s (NHBC) claim decision following ongoing leaks at their property. What happened Mr G and Mrs N purchased an apartment in 2018. They were the second owners of the apartment, and it came with a ten-yea... (6 pages)View decision -
Decision Reference DRN-4213986
30 Jun 2023 National House-Building Council UpheldInsuranceDRN-4213986 The complaint Mr and Mrs A complain about the way National House-Building Council [“NHBC”] handled a claim they made under a Buildmark building warranty. What happened Mr A has brought this complaint on behalf of himself and his wife so I’ll refer to him mainly throughout. NHBC... (2 pages)View decision -
Decision Reference DRN-3847312
19 Apr 2023 National House-Building Council Not upheldInsuranceDRN-3847312 The complaint Mr and Mrs B complain National House Building Council unfairly declined their building warranty claim. What happened In June 2021 Mr and Mrs B noticed a problem with a tiled floor in their new build home. They claimed on their NHBC building warranty. They said the... (3 pages)View decision -
Decision Reference DRN-3961818
3 Apr 2023 National House-Building Council Not upheldInsuranceDRN-3961818 The complaint Mr G is unhappy with the way National House-Building Council (NHBC) dealt with a claim he made under his new home warranty. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstanc... (2 pages)View decision