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-3235463
4 Feb 2022 National House-Building Council Not upheldInsuranceDRN-3235463 The complaint Miss H and Mr T complain that National House-Building Council (NHBC) has under- estimated for work needed to their home. And its staff damaged a table worth £400 during an inspection and only offered £100. I have referred to Miss H throughout. What happened Miss H... (3 pages)View decision -
Decision Reference DRN-3267082
3 Feb 2022 National House-Building Council Not upheldInsuranceDRN-3267082 The complaint Mr C and Mrs C complain that National House-Building Council declined a claim under their new build warranty policy. What happened Mr C and Mrs C bought a new build home in 2018. They have a ‘Buildmark’ warranty policy with NHBC. This provides protection for the h... (5 pages)View decision -
Decision Reference DRN-3254206
2 Feb 2022 National House-Building Council Not upheldInsuranceDRN-3254206 The complaint Mrs S has complained about National House-Building Council’s (NHBC’s) decision to decline a claim she made under her NHBC Buildmark warranty. What happened The subject of this complaint is a building comprising six separate properties. In 2016 Mrs S, and the other... (4 pages)View decision -
Decision Reference DRN-3279967
27 Jan 2022 National House-Building Council UpheldInsuranceDRN-3279967 The complaint Mrs S complains about the way National House-Building Council (“NHBC”) has handled her claim on her buildings warranty. What happened Mrs S purchased a new flat in 2006, which came with a ten-year buildings warranty provided by NHBC. Soon after moving in she disco... (3 pages)View decision -
Decision Reference DRN-3141078
21 Dec 2021 National House-Building Council UpheldInsuranceDRN-3141078 The complaint Ms V complains that National House-Building Council (NHBC) unfairly declined a claim she made on her ten-year building warranty policy. What happened In 2020, Ms V made a claim on her building warranty policy due to mould growth on the reveals of her apartment’s ... (3 pages)View decision -
Decision Reference DRN-3211689
14 Dec 2021 National House-Building Council UpheldInsuranceDRN-3211689 The complaint Mr and Mrs A are unhappy about National House-Building Council’s handling and delays regarding their claim under a Buildmark warranty for their new build property. As the correspondence is mainly from Mr A I’ll refer to him throughout this decision. What happened ... (5 pages)View decision -
Decision Reference DRN-3180925
10 Dec 2021 National House-Building Council Not upheldInsuranceDRN-3180925 The complaint Mr C complains about National House-Building Council’s (NHBC) handling of a claim on a building warranty. What happened Mr C owns a property which has a warranty provided by NHBC. Due to issues with the property, Mr C contacted NHBC with a view to repairs being ef... (2 pages)View decision -
Decision Reference DRN-3192716
1 Dec 2021 National House-Building Council UpheldInsuranceDRN-3192716 The complaint Mr and Mrs M complain that National House-Building Council (NHBC) unfairly declined a claim they made on their Buildmark building warranty policy. What happened Mr and Mrs M purchased a new apartment, which is covered by a ten-year building warranty policy. Withi... (6 pages)View decision -
Decision Reference DRN-3122051
1 Dec 2021 National House-Building Council Not upheldInsuranceDRN-3122051 The complaint Mrs C complains that National House-Building Council (‘NHBC’) hasn’t paid her the amount she’s owed under the terms of her access agreement, after it completed repairs on her apartment block under her building warranty policy. Mrs C is represented by her neighbour... (5 pages)View decision -
Decision Reference DRN-3152732
26 Nov 2021 National House-Building Council Not upheldInsuranceDRN-3152732 The complaint Mr and Mrs G complain that National House-Building Council (‘NHBC’) unfairly declined their building warranty claim, for roof repairs. What happened Mr and Mrs G have a ten-year building warranty policy covering their home. In year six of the policy, they made a c... (2 pages)View decision