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-3361772
16 Mar 2022 National House-Building Council Not upheldInsuranceDRN-3361772 The complaint Mr and Mrs F complain that National House-Building Council (NHBC) has failed to provide a replacement manufacturer’s guarantee for the roof tiles it had fitted following a claim on a Buildmark building warranty. What happened Mr F brings this complaint on behalf o... (2 pages)View decision -
Decision Reference DRN-3242116
9 Mar 2022 National House-Building Council Not upheldInsuranceDRN-3242116 The complaint Miss B and Mr H complain about how National House-Building Council have dealt with a claim they made under a warranty policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them in detail here. Instead I will focus on... (3 pages)View decision -
Decision Reference DRN-3352461
9 Mar 2022 National House-Building Council Not upheldInsuranceDRN-3352461 The complaint Mr G has complained about the National House-Building Council’s (NHBC’s) decision to decline his claim for damage to the common parts of the building, within which his flat is located. What happened This complaint was originally brought to our service by the compa... (6 pages)View decision -
Decision Reference DRN-3275205
8 Mar 2022 National House-Building Council UpheldInsuranceDRN-3275205 The complaint Mr and Mrs R complain about the way National House-Building Council (“NHBC”) handled a claim they made on their building warranty. What happened Mr and Mrs R bought a new-build property that came with an NHBC warranty, which started in 2008. In the first two years... (4 pages)View decision -
Decision Reference DRN-3174126
7 Mar 2022 National House-Building Council Not upheldInsuranceDRN-3174126 The complaint Miss M complains about the way National House-Building Council trading as NHBC (“NHBC”) have handled a claim on her Buildmark policy following water damage to her home. What happened The background to this complaint is well know to both parties and largely not in ... (3 pages)View decision -
Decision Reference DRN-3258258
4 Mar 2022 National House-Building Council Not upheldInsuranceDRN-3258258 The complaint Mr and Mrs B complain about the way National House-Building Council (trading as “NHBC”) dealt with claims they made under their Buildmark policy. What happened Mr and Mrs B made a claim for damage to their home when they discovered cracking in the external rendere... (3 pages)View decision -
Decision Reference DRN-3346137
2 Mar 2022 National House-Building Council Not upheldInsuranceDRN-3346137 The complaint Mr C and Mrs G complain National House-Building Council (NHBC) unfairly declined a claim they made on their ten-year building warranty policy, for cracked quoins and brickwork on their apartment block. What happened The subject of this complaint is a building of 1... (6 pages)View decision -
Decision Reference DRN-3335896
2 Mar 2022 National House-Building Council Not upheldInsuranceDRN-3335896 The complaint Mr M complains about how National House-Building Council (“NHBC”) handled his claim on his building warranty following an escape of water at his home. What happened Mr M had a property that had a ten-year building warranty provided by NHBC. In 2018 there was an es... (6 pages)View decision -
Decision Reference DRN-3328389
24 Feb 2022 National House-Building Council UpheldInsuranceDRN-3328389 The complaint Miss L and Mr W complain about NHBC’s handling of a claim under their building warranty policy and about NHBC’s decision to decline that claim. What happened The background to this case is well known to both NHBC and Miss L and Mr W. I’ll summarise the key events ... (15 pages)View decision -
Decision Reference DRN-3276285
14 Feb 2022 National House-Building Council Not upheldInsuranceDRN-3276285 The complaint Mr E has complained about National House-Building Council’s (NHBC’s) decision to decline a claim he made under his NHBC Buildmark warranty. What happened The subject of this complaint is a building comprising multiple separate properties. In 2017 Mr E and the othe... (5 pages)View decision