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-3085752
17 Nov 2021 National House-Building Council UpheldInsuranceDRN-3085752 The complaint Miss M has complained about the way NHBC have dealt with a claim she made for damage to her property, caused by an ingress of water. What happened In September 2018, Miss M’s flat was damaged by water coming into her property from the roof. The property had previo... (4 pages)View decision -
Decision Reference DRN-3148762
8 Nov 2021 National House-Building Council Not upheldInsuranceDRN-3148762 The complaint Mr G complains that National House-Building Council (NHBC) hasn’t put right issues with the brickwork of his home, after he made a claim on his building warranty policy. What happened Mr G commissioned a snagging report for his new home, and the builder went on to... (3 pages)View decision -
Decision Reference DRN-3125257
5 Nov 2021 National House-Building Council Not upheldInsuranceDRN-3125257 The complaint Mr and Mrs C complain that National House-Building Council (NHBC) won’t consider a claim in respect of repairs done under their building warranty. What happened Mr and Mrs C own a flat in a block. They held a building warranty policy with NHBC, which had been tran... (2 pages)View decision -
Decision Reference DRN-3063271
21 Oct 2021 National House-Building Council Not upheldInsuranceDRN-3063271 The complaint Mr S complains National House-Building Council (“NHBC”) has unfairly declined a claim he’s made on a Buildmark building warranty. What happened The background to this complaint is well known to the parties so I have only provided a summary here: Mr S lives in a p... (2 pages)View decision -
Decision Reference DRN-3044326
7 Oct 2021 National House-Building Council Not upheldInsuranceDRN-3044326 The complaint Mr F and Mr P complain that National House-Building Council (“NHBC”) didn’t take action to rectify a defect following a claim they made on their building warranty. What happened Mr F and Mr P bought a new home that came with a ten-year building warranty provided b... (3 pages)View decision -
Decision Reference DRN-2984433
29 Sep 2021 National House-Building Council Not upheldInsuranceDRN-2984433 The complaint Mr and Mrs D complain that National House-Building Council (‘NHBC’) turned down a claim under their building warranty. What happened Mr and Mrs D hold a building warranty with NHBC. They made a claim under the warranty for damage to the exterior of their property ... (2 pages)View decision -
Decision Reference DRN-2913547
17 Sep 2021 National House-Building Council Not upheldInsuranceDRN-2913547 The complaint Mr and Mrs P complain National House-Building Council (NHBC) have unfairly declined their Building Warranty claim. The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giving my reasons for my decis... (2 pages)View decision -
Decision Reference DRN-2916327
15 Sep 2021 National House-Building Council Not upheldInsuranceDRN-2916327 The complaint Mr H’s complaint is about National House-Building Council (NHBC)’s decision to turn down a claim made under his building warranty. All references to NHBC include its appointed agents. What happened Mr H lives in a property covered by a ten-year Buildmark policy pr... (3 pages)View decision -
Decision Reference DRN-2922441
15 Sep 2021 National House-Building Council Not upheldInsuranceDRN-2922441 The complaint Mr B complains National House-Building Council (“NHBC”) have unfairly declined his building warranty claim. The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giving my reasons for my decision. Wh... (2 pages)View decision -
Decision Reference DRN-2407923
14 Sep 2021 National House-Building Council Not upheldInsuranceDRN-2407923 The complaint Ms J is unhappy that National House-Building Council (NHBC) have declined her claim under her Buildmark Building Warranty (“policy”). Ms J has been represented by an expert family member, but I’ll refer only to Ms J in this decision. What happened Ms J made a clai... (3 pages)View decision