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-3914423
19 Jan 2023 National House-Building Council Not upheldInsuranceDRN-3914423 The complaint Mr U has complained about National House-Building Council’s (NHBC’s) decision to decline a claim he made under his NHBC Buildmark warranty. What happened Mr U is represented in his complaint. But for ease of reading, I’ll only refer to Mr U by name in this decisio... (5 pages)View decision -
Decision Reference DRN-3872185
17 Jan 2023 National House-Building Council UpheldInsuranceDRN-3872185 The complaint Ms C complains National House-Building Council trading as NHBC turned down a claim she made on a buildings warranty policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them in detail here except to say Ms C made a ... (3 pages)View decision -
Decision Reference DRN-3871194
13 Jan 2023 National House-Building Council Not upheldInsuranceDRN-3871194 The complaint Mr and Mrs D complain that National House-Building Council (NHBC) unfairly turned down a claim on their building warranty policy. What happened Mr and Mrs D’s property has a central heating and hot water system which runs on oil. Because of this their property has... (2 pages)View decision -
Decision Reference DRN-3807431
12 Jan 2023 National House-Building Council Not upheldInsuranceDRN-3807431 The complaint Mr and Mrs W complain about how National House-Building Council (“NHBC”) handled and settled their claim on their building warranty. What happened In 2010 Mr and Mrs W bought a new property in a building that came with a ten-year warranty provided by NHBC. In 2014... (3 pages)View decision -
Decision Reference DRN-3875770
29 Dec 2022 National House-Building Council Not upheldInsuranceDRN-3875770 The complaint Mr M has complained about National House-Building Council (NHBC). He feels it hasn’t treated him fairly after he made a claim on his building warranty policy. What happened Mr M faced a number of ongoing issues after he bought a new-build property that was covered... (3 pages)View decision -
Decision Reference DRN-3820224
20 Dec 2022 National House-Building Council Not upheldInsuranceDRN-3820224 The complaint Ms J complains National House-Building Council (NHBC) hasn’t treated her fairly, following a claim on her building warranty policy. What happened Ms J bought a new-build property that’s covered by a ten-year building warranty policy. In the first two years, she ma... (3 pages)View decision -
Decision Reference DRN-3845592
7 Dec 2022 National House-Building Council Not upheldInsuranceDRN-3845592 The complaint Mr K complains about National House-Building Council’s decision to decline a claim made under his new homes buildings warranty policy. What happened Mr K has a buildings warranty policy with NHBC which covers his home. The warranty was originally taken out by the ... (5 pages)View decision -
Decision Reference DRN-3787933
2 Dec 2022 National House-Building Council Not upheldInsuranceDRN-3787933 The complaint Ms D is unhappy National House-Building Council trading as NHBC has declined a claim she made under a buildings warranty policy (Buildmark policy). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Inste... (1 page)View decision -
Decision Reference DRN-3733523
24 Nov 2022 National House-Building Council Not upheldInsuranceDRN-3733523 The complaint Mr and Mrs N have complained about National House-Building Council’s (NHBC’s) handling of their warranty claim for defects in the heating and hot water system that served their property. In particular, Mr and Mrs N are unhappy that NHBC hasn’t repaired the defects... (10 pages)View decision -
Decision Reference DRN-3648109
24 Nov 2022 National House-Building Council UpheldInsuranceDRN-3648109 The complaint Mr F and Ms W complain National House-Building Council (NHBC) hasn’t treated them fairly after they made a claim on their building warranty policy. What happened Mr F and Ms W bought a new-build apartment in 2016. Their property is covered by a ten- year building ... (5 pages)View decision