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-3543350
23 Jun 2022 National House-Building Council Not upheldInsuranceDRN-3543350 The complaint Miss J complains that National House-Building Council (“NHBC”) declined her claim on her building warranty. What happened Miss J bought a new home that came with a ten-year building warranty provided by NHBC. In 2021 she made a claim under section 3 of the warrant... (2 pages)View decision -
Decision Reference DRN-3455461
10 Jun 2022 National House-Building Council Not upheldInsuranceDRN-3455461 The complaint Mr and Mrs J complain that National House-Building Council (NHBC) unfairly turned down a claim on their building warranty policy. What happened Mr and Mrs J’s new-build home is covered by a ten-year building warranty policy. In years three to ten, they made a clai... (2 pages)View decision -
Decision Reference DRN-3513698
1 Jun 2022 National House-Building Council UpheldInsuranceDRN-3513698 The complaint Mr and Mrs P complain that National House-Building Council (NHBC) hasn’t treated them fairly after they made a claim on their building warranty policy. What happened Mr and Mrs P brought a new build property in 2009. The property was covered by a ten-year building... (3 pages)View decision -
Decision Reference DRN-3503451
27 May 2022 National House-Building Council Not upheldInsuranceDRN-3503451 The complaint Mr F is unhappy with the service received from National House-Building Council’s (NHBC) after he made a claim made under his building warranty. What happened Mr F purchased a new home in 2014 which came with a ten-year NHBC building warranty. There were around 40 ... (4 pages)View decision -
Decision Reference DRN-3387247
20 May 2022 National House-Building Council Not upheldInsuranceDRN-3387247 The complaint Ms P has complained about National House-Building Council’s (NHBC’s) suggested settlement for a claim she made under her NHBC Buildmark warranty. What happened Ms P, and several other residents at her housing development, have made a claim to NHBC about water ingr... (5 pages)View decision -
Decision Reference DRN-3418673
13 May 2022 National House-Building Council UpheldInsuranceDRN-3418673 The complaint Mr B complains about the way claims under his building warranty policy have been handled by National House-Building Council. What happened Mr B has a buildings warranty with NHBC which covers the new-build home he bought in early 2016. The background to this compl... (4 pages)View decision -
Decision Reference DRN-3471913
12 May 2022 National House-Building Council Not upheldInsuranceDRN-3471913 The complaint Mr A complains that National House-Building Council (“NHBC”) declined his claim on his Buildmark building warranty, for fire safety concerns. What happened Mr A bought a new flat that came with a ten-year building warranty provided by NHBC. In June 2020 the managi... (3 pages)View decision -
Decision Reference DRN-3475215
12 May 2022 National House-Building Council UpheldInsuranceDRN-3475215 The complaint Mr W and Mrs W complain about the settlement amount offered by National House-Building Council (“NHBC”) in respect of a claim made against their buildings warranty. What happened What follows is intended to be a summary of the background behind Mr and Mrs W’s comp... (4 pages)View decision -
Decision Reference DRN-3252480
5 May 2022 National House-Building Council Not upheldInsuranceDRN-3252480 The complaint Mr C and Mrs F complain about how National House-Building Council dealt with a claim they made under a Buildmark warranty policy. What happened The details of the complaint are well known to both parties, so I don’t intend to repeat them again here. Instead I will... (2 pages)View decision -
Decision Reference DRN-3344677
4 May 2022 National House-Building Council UpheldInsuranceDRN-3344677 The complaint Mr H and Miss C complain that National House-Building Council (“NHBC”) have unfairly handled a claim under their building warranty. Mr H has led this complaint with our Service, so I’ll mainly refer to him throughout. What happened The background of this complaint... (4 pages)View decision