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-2644478
30 Jun 2021 National House-Building Council UpheldInsuranceDRN-2644478 The complaint Mr R and Mrs R have complained about the way National House-Building Council (“NHBC”) handled their claim and the delays they experienced. What happened In 2017, Mr R and Mrs R made a claim under their NHBC Buildmark policy for defects they noticed after moving in... (2 pages)View decision -
Decision Reference DRN-2808281
28 Jun 2021 National House-Building Council Not upheldInsuranceDRN-2808281 The complaint Mr W complains that National House-Building Council (NHBC) unfairly declined a claim he made on his ten-year building warranty policy. What happened Mr W reported cracking at his property in year six of the policy. During years 3-10, section 3 of the policy applie... (3 pages)View decision -
Decision Reference DRN-2840417
21 Jun 2021 National House-Building Council Not upheldInsuranceDRN-2840417 The complaint Mr and Mrs W complain National House-Building Council (NHBC) has unfairly refused a claim they made on under their building warranty for repairs to a wood burning stove. What happened Mr and Mrs W bought a new build property with an NHBC building warranty. More th... (3 pages)View decision -
Decision Reference DRN-2876191
18 Jun 2021 National House-Building Council UpheldInsuranceDRN-2876191 The complaint Mr M has complained on behalf of an organisation, K, about the way National House- Building Council (NHBC) has dealt with a claim made on an NHBC Buildmark warranty. What happened The background to this complaint isn’t in dispute, so I’ll summarise the key points... (3 pages)View decision -
Decision Reference DRN-2879106
16 Jun 2021 National House-Building Council Not upheldInsuranceDRN-2879106 The complaint Mr and Mrs Y complain that NHBC hasn’t resolved the issues they’ve had with the builder of their new house. In particular, Mr Y said that NHBC were proving to be very little help in relation to a number of outstanding issues that the builder kept failing to rectif... (10 pages)View decision -
Decision Reference DRN-2722341
30 May 2021 National House-Building Council UpheldInsuranceDRN-2722341 The complaint Mr and Mrs F complain that National House-Building Council (“NHBC”) has failed to put right defects with their home. What happened Mr and Mrs F discovered a number of issues with their home, which was built in 1997 and benefits from a NHBC warranty. The issues inc... (3 pages)View decision -
Decision Reference DRN-2750754
28 May 2021 National House-Building Council Not upheldInsuranceDRN-2750754 The complaint Mr and Mrs I complain about how National House-Building Council (“NHBC”) handled their claim on their building warranty. What happened Mr and Mrs I bought a home with a ten-year building warranty. In November 2018 they made a claim under section three of the warra... (3 pages)View decision -
Decision Reference DRN-2749250
28 May 2021 National House-Building Council Not upheldInsuranceDRN-2749250 The complaint Mr J is unhappy that National House-Building Council (NHBC) won’t deal with part of a claim he made under his new home warranty. What happened Mr J bought a new home. It was covered by a ten-year NHBC warranty which began in 2016. He reported a number of problems ... (2 pages)View decision -
Decision Reference DRN-2779418
27 May 2021 National House-Building Council Not upheldInsuranceDRN-2779418 The complaint Mr and Mrs W complain that National House-Building Council (“NHBC”) have provided an incorrect cash settlement following a claim on their building warranty. What happened Mr and Mrs W bought a new home that came with a ten-year building warranty provided by NHBC. ... (3 pages)View decision -
Decision Reference DRN-2840476
26 May 2021 National House-Building Council UpheldInsuranceDRN-2840476 The complaint Mrs M complains about the decision by National House-Building Council (NHBC) to turn down her building warranty claim. What happened Mrs M owns a rental property. In March 2020, the flat roof of that property starting leaking. Mrs M contacted NHBC in April 2020 to... (5 pages)View decision