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-4040760
23 Mar 2023 National House-Building Council UpheldInsuranceDRN-4040760 The complaint Mr and Mrs W complain that National House-Building Council (NHBC) has declined their claim under their Building Warranty for damage to their home in respect of their master bedroom and bathroom floors dropping, and cracks in the wall. What happened Mr and Mrs W ma... (4 pages)View decision -
Decision Reference DRN-4016621
22 Mar 2023 National House-Building Council Not upheldInsuranceDRN-4016621 The complaint Mr and Mrs M complain that National House-Building Council (“NHBC”) unfairly declined claims they made under their new home structural warranty. Mrs M has primarily dealt with things, so for simplicity I’ll refer to her only. What happened The circumstances of thi... (2 pages)View decision -
Decision Reference DRN-3811446
17 Mar 2023 National House-Building Council Not upheldInsuranceDRN-3811446 The complaint Mr P and Miss W complain that National House-Building Council (“NHBC”) declined to take corrective action following a claim on their structural defects warranty. What happened Mr P and Miss W bought a new home in October 2018 that came with a 10 year structural wa... (3 pages)View decision -
Decision Reference DRN-3893056
9 Mar 2023 National House-Building Council Not upheldInsuranceDRN-3893056 The complaint Mr and Mrs M complain that National House-Building Council (“NHBC”) declined their claim on the structural buildings warranty that covers their property. What happened In 2012 Mr and Mrs M bought a new flat in a block that came with a ten-year structural warranty ... (3 pages)View decision -
Decision Reference DRN-4007405
7 Mar 2023 National House-Building Council Not upheldInsuranceDRN-4007405 The complaint Mrs W is unhappy National House-Building Council (NHBC) won’t carry out further investigations or works under her Building Warranty following ongoing water ingress to her property. What happened Mrs W has had ongoing water ingress to her property intermittently ov... (3 pages)View decision -
Decision Reference DRN-3991393
27 Feb 2023 National House-Building Council UpheldInsuranceDRN-3991393 The complaint Mrs P complains about National House-Building Council (NHBC)’s handling of her Buildings Warranty claim. All references to NHBC also include its appointed agents. What happened Below is intended to be a summary of what happened and does not therefore include a ful... (7 pages)View decision -
Decision Reference DRN-3869129
27 Feb 2023 National House-Building Council Not upheldInsuranceDRN-3869129 The complaint Mrs G and Mr W complain about National House-Building Council’s (NHBC) decision to decline a claim made under their Buildmark policy. What happened Mrs G and Mr W say the grass at the front of their home has been impacted by the ground settling around the drains ... (2 pages)View decision -
Decision Reference DRN-3987364
24 Feb 2023 National House-Building Council Not upheldInsuranceDRN-3987364 The complaint Mr H is unhappy a claim he tried to make under his building warranty has been declined by National House-Building Council (NHBC). What happened Mr H has a ten-year building warranty for his home with NHBC. In March 2021 he reported issues with his render to NHBC. ... (8 pages)View decision -
Decision Reference DRN-3563639
23 Feb 2023 National House-Building Council Not upheldInsuranceDRN-3563639 The complaint Mr and Mrs W complain National House Building Council handled their warranty claim poorly. Mr and Mrs W have been represented for the claim and complaint. For simplicity I’ve referred to the actions of their representative as being those of Mr and Mrs W. Although ... (2 pages)View decision -
Decision Reference DRN-3682321
22 Feb 2023 National House-Building Council Not upheldInsuranceDRN-3682321 The complaint Mr and Mrs B complain about the way National House-Building Council (“NHBC”) have handled a claim made under their Buildmark policy. What happened In 2019 Mr and Mrs B purchased a newly built property which came with the benefit of a 10- year Buildmark building wa... (3 pages)View decision