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-2733599
1 Apr 2021 National House-Building Council UpheldInsuranceDRN-2733599 The complaint Mr and Mrs H complain about National House-Building Council (NHBC)’s handling of a claim under their building warranty. What happened Below is intended to be a summary of what happened and does not therefore include a full timeline or list every point that has bee... (6 pages)View decision -
Decision Reference DRN-2707579
31 Mar 2021 National House-Building Council UpheldInsuranceDRN-2707579 The complaint Mr D complains about the way National House-Building Council (“NHBC”) dealt with a claim made against his building warranty. What happened Mr D has the benefit of a warranty with NHBC. Shortly after moving into his newly built property, he identified a number of f... (4 pages)View decision -
Decision Reference DRN-2281322
31 Mar 2021 National House-Building Council Not upheldInsuranceDRN-2281322 The complaint Mr and Mrs H complain about National House-Building Council’s (NHBC’s) handling of a claim made under their building warranty. What happened In 2014, Mr and Mrs H noticed various problems in their property. After trying to resolve the problems with the builder, NH... (4 pages)View decision -
Decision Reference DRN-2101739
30 Mar 2021 National House-Building Council Not upheldInsuranceDRN-2101739 The complaint Ms M is unhappy with National House-Building Council’s handling of her property damage claim under her Buildmark home insurance warranty. I’ll refer to all NHBC representatives as NHBC throughout the decision. What happened Ms M made a claim under section three of... (3 pages)View decision -
Decision Reference DRN-2438276
26 Mar 2021 National House-Building Council UpheldInsuranceDRN-2438276 The complaint Mrs W complains that National House-Building Council (NHBC) still hasn’t resolved an issue at her property, after a claim was first made on her building warranty policy in 2009. What happened In 2009, Mrs W made a claim on her ten-year building warranty policy due... (3 pages)View decision -
Decision Reference DRN3547421
25 Mar 2021 National House-Building Council UpheldInsurance (excluding PPI)The Homeowner complained about their building warranty provider National House-Building Council (NHBC). Having bought their property they found a number of issues with it, and continued to do so over the coming years. NHBC agreed to resolve some issues but not others, and The Homeowner rem... (11 pages)View decision -
Decision Reference DRN-2623983
24 Mar 2021 National House-Building Council UpheldInsuranceDRN-2623983 The complaint Mr H complains about National House-Building Council (NHBC)’s handling of a claim on his building warranty. He believes NHBC have caused delays and haven’t handled his claim correctly. All references to NHBC also include their agents. This complaint relates to ong... (2 pages)View decision -
Decision Reference DRN-2159815
21 Mar 2021 National House-Building Council Not upheldInsuranceDRN-2159815 The complaint Mr and Mrs C complain about National House-Building Council’s proposals to rectify damage to their home under their Buildmark policy. What happened Mr and Mrs C made a claim under their Buildmark policy in June 2018, due to external and internal cracks, and issues... (3 pages)View decision -
Decision Reference DRN-2136105
17 Mar 2021 National House-Building Council UpheldInsuranceDRN-2136105 The complaint Mr H and Miss W are unhappy National House-Building Council (“NHBC”) delayed in telling them a claim they made under their Buildmark warranty policy would not be covered. They are also unhappy they are being charged for drainage plans. What happened The details of... (2 pages)View decision -
Decision Reference DRN0207202
15 Mar 2021 National House-Building Council Not upheldInsurance (excluding PPI)Ms C and Mr T complain that National House-Building Council (NHBC) haven’t put right various issues at their property, after accepting a claim on their building warranty policy seven years ago. Although the complaint has been brought to us by both Ms C and Mr T, all correspondence has been... (11 pages)View decision