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-2948905
29 Jul 2021 National House-Building Council UpheldInsuranceDRN-2948905 The complaint Mr and Mrs P are unhappy with the way National House-Building Council (NHBC) has dealt with their claim under a new home Buildmark policy for damage and defects in their property. What happened Mr and Mrs P’s house required significant remedial works. The original... (3 pages)View decision -
Decision Reference DRN-2947804
28 Jul 2021 National House-Building Council Not upheldInsuranceDRN-2947804 The complaint Mr and Mrs V complain about the way National House-Building Council (“NHBC”) has handled a claim made under their Buildmark policy. What happened The background to this complaint is extensive and spans several years. Both parties are familiar with the circumstance... (3 pages)View decision -
Decision Reference DRN-2884863
28 Jul 2021 National House-Building Council Not upheldInsuranceDRN-2884863 The complaint Miss W complains National House-Building Council (NHBC) have declined her 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. What I’ve d... (2 pages)View decision -
Decision Reference DRN-2886435
20 Jul 2021 National House-Building Council Not upheldInsuranceDRN-2886435 The complaint Mr C has complained about the way National House-Building Council (NHBC) has handled a claim under his building warranty. What happened Mr C owns a house that was built in 2018. It came with a ten year NHBC warranty starting on 30 July 2018. In March 2020 he conta... (2 pages)View decision -
Decision Reference DRN-2861022
19 Jul 2021 National House-Building Council Not upheldInsuranceDRN-2861022 The complaint Mr and Mrs D complain that National House-Building Council (NHBC) has unfairly declined their claim under the Buildmark Policy. What happened The Buildmark cover for Mr and Mrs D’s property started in July 2011. In November 2020, Mr D contacted NHBC to say roden... (3 pages)View decision -
Decision Reference DRN-2922844
13 Jul 2021 National House-Building Council Not upheldInsuranceDRN-2922844 The complaint Ms B has complained that National House-Building Council (NHBC) unfairly declined a claim under her building warranty. What happened Ms B owns a house that was built in 2013. It came with a ten year NHBC warranty. In 2017 she contacted NHBC because paint was flaki... (2 pages)View decision -
Decision Reference DRN-2922010
13 Jul 2021 National House-Building Council Not upheldInsuranceDRN-2922010 The complaint Ms B has complained that National House-Building Council (NHBC) unfairly declined a claim under her building warranty. What happened Ms B owns a house that was built in 2013. It came with a ten year NHBC warranty. In 2017 she contacted NHBC because paint was flaki... (2 pages)View decision -
Decision Reference DRN-2517940
12 Jul 2021 National House-Building Council Not upheldInsuranceDRN-2517940 The complaint C complains that National House-Building Council (“NHBC”) have unfairly declined a claim under its Buildmark policy. Any reference to C or NHBC includes that of respective representatives or agents. What happened The background of this complaint is well known to b... (4 pages)View decision -
Decision Reference DRN-2914273
7 Jul 2021 National House-Building Council Not upheldInsuranceDRN-2914273 The complaint Mr and Mrs M are unhappy with the service received from National House-Building Council (NHBC) and that they haven’t carried out repairs under their Building Warranty. What happened Mr and Mrs M purchased a new-build property which came with a ten-year NHBC Buildi... (3 pages)View decision -
Decision Reference DRN-2466532
7 Jul 2021 National House-Building Council UpheldInsuranceDRN-2466532 The complaint Mr and Mrs R complain that National House-Building Council (NHBC) unfairly declined a claim they made on their ten-year building warranty policy. What happened In year five of the policy, Mr and Mrs R reported concerns with their garage’s flat roof. They said the... (2 pages)View decision