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-5844865
29 Sep 2025 National House-Building Council UpheldInsuranceDRN-5844865 The complaint Mr and Mrs W complain National House-Building Council (“NHBC”) has unfairly declined a claim they made on their “Buildmark” warranty policy. All references to NHBC include its agents. What happened Mr and Mrs W’s Buildmark policy started in 2015 when they purch... (6 pages)View decision -
Decision Reference DRN-5693370
22 Sep 2025 National House-Building Council Not upheldInsuranceDRN-5693370 The complaint Mr W is unhappy with National House-Building Council’s (NHBC) handling of a claim he made under his Buildmark policy for defects with his building. What happened In 2023 Mr W raised various issues with his property to the developer. In January 2024, NHBC – the... (4 pages)View decision -
Decision Reference DRN-5830898
22 Sep 2025 National House-Building Council UpheldInsuranceDRN-5830898 The complaint Mr W is unhappy with delays caused by National House-Building Council (NHBC) during a claim he made under his Buildmark policy for defects with his home. What happened In 2023 Mr W raised various issues with his property to the developer. In January 2024, NHBC... (2 pages)View decision -
Decision Reference DRN-5611487
4 Sep 2025 National House-Building Council UpheldInsuranceDRN-5611487 The complaint Mr W and Miss F have complained about their building warranty provider National House-Building Council regarding claims they’ve made for defects and damage at their new build home. What happened In November 2023 Mr W noticed areas of the property’s driveway we... (4 pages)View decision -
Decision Reference DRN-5752965
14 Aug 2025 National House-Building Council Not upheldInsuranceDRN-5752965 The complaint Mr B and Mr B have complained that National House-Building Council (“NHBC”) declined a water damage claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them again in detail here. In summary Mr B and Mrs B bought ... (2 pages)View decision -
Decision Reference DRN-5340818
24 Jul 2025 National House-Building Council UpheldInsuranceDRN-5340818 The complaint Mr and Mrs S complain National House Building Council’s (NHBC) handling of their building warranty claim has caused them loss and distress. Mr and Mrs S are both complainants, but as Mr S has been the main correspondent and for ease of reading, I’ve generally ... (7 pages)View decision -
Decision Reference DRN-5521487
14 Jul 2025 National House-Building Council Not upheldInsuranceDRN-5521487 The complaint Mr T 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 What I can’t consider NHBC’s warranty isn’t just an insurance policy. That means som... (4 pages)View decision -
Decision Reference DRN-5246247
11 May 2025 National House-Building Council UpheldInsuranceDRN-5246247 The complaint Mr S complains that National House-Building Council (“NHBC”) unfairly declined a claim made under his Buildmark warranty. What happened Mr S made a claim under his NHBC Buildmark warranty, when he noticed the flooring in his home was uneven. He said this was a ... (5 pages)View decision -
Decision Reference DRN-5427587
26 Mar 2025 National House-Building Council Not upheldInsuranceDRN-5427587 The complaint Mr P has complained about National House Building Council’s (‘NHBC’s’) decision to decline a claim he made regarding his property’s damaged cladding, under his NHBC Buildmark Policy (the ‘warranty’). What happened In January 2024, Mr P submitted a claim to NHBC... (3 pages)View decision -
Decision Reference DRN-5409012
19 Mar 2025 National House-Building Council Not upheldInsuranceDRN-5409012 The complaint Mr and Mrs P complain National House-Building Council (NHBC) unfairly declined a claim they made on their building warranty. What happened Mr and Mrs P bought a property that came with an NHBC warranty. In 2024 they made a claim; a brick had fallen from a dummy... (2 pages)View decision