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-3669640
30 Sep 2022 National House-Building Council UpheldInsuranceDRN-3669640 The complaint Miss G complains National House-Building Council (NHBC) hasn’t treated her fairly after she made a claim on her building warranty policy. What happened In 2014, Miss G bought a new-build apartment. The completion date was 24 May 2014. The property is covered by a ... (10 pages)View decision -
Decision Reference DRN-3652793
30 Sep 2022 National House-Building Council Not upheldInsuranceDRN-3652793 The complaint Mr W complains National House-Building Council (NHBC) unfairly declined a claim on his Buildmark building warranty policy, for fire safety issues. What happened Mr W owns a new-build apartment that’s covered by a ten-year building warranty policy. In 2020, the man... (6 pages)View decision -
Decision Reference DRN-3667175
26 Sep 2022 National House-Building Council UpheldInsuranceDRN-3667175 The complaint Mr and Mrs T complain about the settlement offered by National House-Building Council (NHBC) under a building warranty claim. What happened Mr and Mrs T’s property had a ten-year building warranty. They notified NHBC of water ingress through their roof at the fron... (3 pages)View decision -
Decision Reference DRN-3697283
26 Sep 2022 National House-Building Council Not upheldInsuranceDRN-3697283 The complaint Miss R has complained about her building warranty insurer National House-Building Council (NHBC) as it has refused her claim for damage caused by a broken soil pipe. What happened Miss R bought a house with a ten-year defects warranty which began in 2014. In 2021 ... (2 pages)View decision -
Decision Reference DRN-3683833
21 Sep 2022 National House-Building Council UpheldInsuranceDRN-3683833 The complaint Mr and Mrs W complain National House-Building Council (NHBC) hasn’t treated them fairly following a claim on their building warranty policy. What happened Mr and Mrs W made a claim on their building warranty policy for dropped flooring in areas of their home. NHBC... (3 pages)View decision -
Decision Reference DRN-3682421
5 Sep 2022 National House-Building Council UpheldInsuranceDRN-3682421 The complaint Mrs A and Mr D complain that National House-Building Council (“NHBC”) unfairly declined a claim they made under their new home structural warranty. Mrs A has primarily dealt with things, so for simplicity I’ll refer to her only. What happened The circumstances of ... (4 pages)View decision -
Decision Reference DRN-3637024
2 Sep 2022 National House-Building Council Not upheldInsuranceDRN-3637024 Complaint summary and background Mr S complains National House-Building Council (NHBC) has unfairly declined a claim he made under a buildings warranty policy. NHBC claims an exclusion applies as Mr S had previously reported the matter of efflorescence from the bricks and missi... (2 pages)View decision -
Decision Reference DRN-2903267
30 Aug 2022 National House-Building Council UpheldInsuranceDRN-2903267 The complaint Mrs F has complained about National House-Building Council’s (NHBC’s) handling of a claim she made under her NHBC Buildmark warranty for defects with the waterproofing at a property she owns. What happened I issued a provisional decision on this complaint in March... (27 pages)View decision -
Decision Reference DRN-3669464
26 Aug 2022 National House-Building Council UpheldInsuranceDRN-3669464 The complaint Mr H complains that National House-Building Council (NHBC) declined a claim he made on his building warranty. What happened Mr H made a claim on his building warranty when he noticed rust showing through the render of his property. NHBC declined his claim on the b... (2 pages)View decision -
Decision Reference DRN-3568214
17 Aug 2022 National House-Building Council Not upheldInsuranceDRN-3568214 The complaint Mr Z has complained about National House-Building Council’s (NHBC’s) handling of a claim he made under his Buildmark warranty. What happened The details of this complaint are well known to both parties, so I will not repeat them again in full detail here. But to b... (3 pages)View decision