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-2952628
14 Sep 2021 National House-Building Council Not upheldInsuranceDRN-2952628 The complaint Mr and Mrs J complain that National House-Building Council (“NHBC”) declined their claim on their building warranty. What happened Mr and Mrs J bought a new home that came with a ten-year building warranty provided by NHBC. The warranty commenced in 2016. In Octo... (2 pages)View decision -
Decision Reference DRN-2927488
13 Sep 2021 National House-Building Council Not upheldInsuranceDRN-2927488 The complaint Mr and Mrs M’s complaint is about National House-Building Council (NHBC)’s decision to turn down a claim made under their building warranty. Mr and Mrs M are being represented by J in this complaint. What happened Mr and Mrs M live in a property covered by a ten-y... (3 pages)View decision -
Decision Reference DRN-2839464
10 Sep 2021 National House-Building Council UpheldInsuranceDRN-2839464 The complaint Mr and Mrs W are unhappy with the way National House-Building Council (NHBC) has handled a claim they’ve made on their Buildmark buildings warranty. What happened Mrs W brings this complaint on behalf of herself and her husband, so for ease of reading I’ll refer t... (5 pages)View decision -
Decision Reference DRN-2728110
6 Sep 2021 National House-Building Council UpheldInsuranceDRN-2728110 The complaint Mr B and Mrs B complain about National House-Building Council’s handling of a claim under their buildings warranty policy. What happened Mr B and Mrs B have a Buildmark warranty policy with NHBC which covers the new-build home they bought in 2016. For the first tw... (5 pages)View decision -
Decision Reference DRN-3022167
3 Sep 2021 National House-Building Council Not upheldInsuranceDRN-3022167 The complaint Mr K has complained about the National House-Building Council’s (NHBC) decision to decline a claim made on his behalf by the managing agent, in relation to damage to the exterior wall of the block in which he owns a flat. What happened I issued a provisional decis... (6 pages)View decision -
Decision Reference DRN-2826446
2 Sep 2021 National House-Building Council UpheldInsuranceDRN-2826446 The complaint Mrs D and Mr M complain about the way National House-Building Council (“NHBC”) has proposed to settle a claim they made for defective flooring under their warranty. What happened Mrs D and Mr M purchased a new-build property which came with a ten-year NHBC buildin... (3 pages)View decision -
Decision Reference DRN-2976872
23 Aug 2021 National House-Building Council UpheldInsuranceDRN-2976872 The complaint Mr P complains as a resident and on behalf of P, a residential management company together with Mr F, Mr L, Ms L and Mr M, other residents of a block of apartments, that National House-Building Council (NHBC) won’t pay a claim under its building warranty for a def... (4 pages)View decision -
Decision Reference DRN-2944526
19 Aug 2021 National House-Building Council UpheldInsuranceDRN-2944526 The complaint Mr and Mrs S are unhappy with National House-Building Council’s (NHBC) handling of a claim they made under their building warranty. Any references to NHBC include its agents. What happened Mr and Mrs S purchased their property as a new build in early 2009. In the ... (4 pages)View decision -
Decision Reference DRN4123448
17 Aug 2021 National House-Building Council UpheldInsurance (excluding PPI)Complaint Mr R’s complaint is about ongoing issues with how National House-Building Council (“NHBC”) have dealt with a claim made under his Buildmark policy. Mr R has been represented by his son throughout this complaint, but for ease of reference I will refer to him directly in my decisio... (8 pages)View decision -
Decision Reference DRN1179150
3 Aug 2021 National House-Building Council UpheldInsurance (excluding PPI)The leaseholders of a block of flats complain that National House-Building Council (“NHBC”) declined two parts of their claim on their building warranty. All the leaseholders in the block are party to this complaint. Throughout this claim and complaint all leaseholders have been represente... (4 pages)View decision