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-3797704
22 Nov 2022 National House-Building Council Not upheldInsuranceDRN-3797704 The complaint Ms P complains National House-Building Council (NHBC) has unfairly declined her Building Warranty claim. All references to NHBC also include its appointed agents. Ms P is being represented by Mr P. For ease, I will refer to Mr P below. What happened The details of... (2 pages)View decision -
Decision Reference DRN-3801394
18 Nov 2022 National House-Building Council Not upheldInsuranceDRN-3801394 The complaint Mr S complains about the way National House-Building Council (NHBC) has dealt with a claim he’s made under his Buildmark building warranty. What happened The background to this complaint is well known to the parties so I’ve provided a summary here. Mr S owns a pr... (2 pages)View decision -
Decision Reference DRN-3767597
18 Nov 2022 National House-Building Council UpheldInsuranceDRN-3767597 The complaint Miss E and Mr E’s complaint is about National House-Building Council trading as NHBC’s handling of a claim made under their building warranty. All references to NHBC include its appointed agents. What happened Miss E and Mr E own a property covered by a ten-year B... (3 pages)View decision -
Decision Reference DRN-3732702
16 Nov 2022 National House-Building Council Not upheldInsuranceDRN-3732702 The complaint Mr and Mrs C complain that National House-Building Council (“NHBC”) have unfairly declined a claim made under their buildings warranty. Reference to Mr and Mrs C or NHBC includes any respective agents or representatives. What happened The background of this compla... (3 pages)View decision -
Decision Reference DRN-3798429
11 Nov 2022 National House-Building Council UpheldInsuranceDRN-3798429 The complaint Mr V has complained about National House-Building Council’s (NHBC’s) decision not to cover a claim he made under his Buildmark warranty. What happened There have been numerous separate claims considered by NHBC regarding Mr V’s building. Some have related to claim... (6 pages)View decision -
Decision Reference DRN-3710460
9 Nov 2022 National House-Building Council Not upheldInsuranceDRN-3710460 The complaint Mr B complains about National House Building Council (NHBC)’s handling of his building warranty claim. All references to NHBC also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them agai... (2 pages)View decision -
Decision Reference DRN-3726846
7 Nov 2022 National House-Building Council Not upheldInsuranceDRN-3726846 The complaint Mr P and Mrs P complain about National House-Building Council’s (NHBC) handling of two claims made under their buildings warranty policy. As Mr P has been the main contact for this complaint, I’ll refer to him. Any references to NHBC include its agents. What happe... (3 pages)View decision -
Decision Reference DRN-3753698
14 Oct 2022 National House-Building Council Not upheldInsuranceDRN-3753698 The complaint Mr M complains National House-Building Council (NHBC) unfairly declined his building warranty claim. What happened Mr M bought a new-build property that was covered by a ten-year building warranty policy. The policy started in July 2011. Three sections of the poli... (6 pages)View decision -
Decision Reference DRN-3661750
5 Oct 2022 National House-Building Council Not upheldInsuranceDRN-3661750 The complaint Mr and Mrs R complain that National House-Building Council (NHBC) declined a claim they made on their building warranty. What happened Mr and Mrs R hold a building warranty with NHBC. When they noticed cold spots and condensation, they made a claim to NHBC. NHBC d... (2 pages)View decision -
Decision Reference DRN-3717917
4 Oct 2022 National House-Building Council Not upheldInsuranceDRN-3717917 The complaint Ms K has complained about National House-Building Council (NHBC). She feels it hasn’t treated her fairly after she made a claim on her building warranty policy in relation to her stairs. What happened Ms K bought a new-build property that was covered by a ten-year... (2 pages)View decision