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-2810197
11 May 2021 National House-Building Council UpheldInsuranceDRN-2810197 The complaint Mrs C and Mr C complain about National House-Building Council’s decision to decline a claim made under their property warranty. What happened Mrs C and Mr C have a Buildmark property warranty with National House-Building Council (NHBC) which covers their home. The... (6 pages)View decision -
Decision Reference DRN-2753659
11 May 2021 National House-Building Council Not upheldInsuranceDRN-2753659 The complaint Mr D complains that National House-Building Council have declined his warranty claim.. What happened 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... (2 pages)View decision -
Decision Reference DRN-2656438
7 May 2021 National House-Building Council Not upheldInsuranceDRN-2656438 The complaint Mr and Mrs G complain about how National House-Building Council (“NHBC”) has handled their claim on their buildings warranty. While the warranty is in the name of both Mr and Mrs G, for ease of reading I have referred just to Mr G throughout. What happened Mr G b... (4 pages)View decision -
Decision Reference DRN-2792727
6 May 2021 National House-Building Council UpheldInsuranceDRN-2792727 The complaint Mr P is unhappy with how National House-Building Council have dealt with a claim he made under his Buildmark warranty policy. What happened The details of this complaint are well known to both parties, so I will only provide a summary of the main issues below. Mr ... (10 pages)View decision -
Decision Reference DRN-2692436
30 Apr 2021 National House-Building Council UpheldInsuranceDRN-2692436 The complaint Mr and Mrs D complain that National House-Building Council (‘NHBC’) turned down a claim made under their building warranty. What happened In February 2020, Mr and Mrs D went to their holiday home. They saw a small watermark above the fireplace in the living room, ... (3 pages)View decision -
Decision Reference DRN-2756406
29 Apr 2021 National House-Building Council Not upheldInsuranceDRN-2756406 The complaint Mr H complains National House-Building Council (NHBC) have unfairly declined his claim under his household warranty. 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 dec... (2 pages)View decision -
Decision Reference DRN2872888
29 Apr 2021 National House-Building Council UpheldInsurance (excluding PPI)Mrs P complains about how National House-Building Council (“NHBC”) dealt with her claim on her building warranty. background Mrs P bought a new home in 2014. It came with a building warranty provided by NHBC. In the first two years of owning the home, Mrs P raised a few problems with the b... (5 pages)View decision -
Decision Reference DRN-2714311
27 Apr 2021 National House-Building Council Not upheldInsuranceDRN-2714311 The complaint Miss L is unhappy with how National House-Building Council (NHBC) has handled her claim under the buildmark policy. What happened Before summarising what’s happened, I need to clarify this complaint is about how NHBC handled Miss L’s claims from 1 August 2020 to 2... (6 pages)View decision -
Decision Reference DRN-2748341
23 Apr 2021 National House-Building Council Not upheldInsuranceDRN-2748341 The complaint Mr B complains that National House-Building Council (NHBC) unfairly declined his claim on his building warranty policy. What happened Mr B purchased a property which was still covered by a ten-year NHBC building warranty policy. The cover started in 2016. In 2020,... (2 pages)View decision -
Decision Reference DRN-2737601
7 Apr 2021 National House-Building Council UpheldInsuranceDRN-2737601 The complaint Mr and Mrs T complain that National House-Building Council (NHBC) turned down their claim under a building warranty. What happened Mr and Mrs T made a claim to NHBC after experiencing problems with their roof. NHBC turned down the claim as it didn’t think the repa... (3 pages)View decision