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 DRN9118320
15 Mar 2021 National House-Building Council Not upheldInsurance (excluding PPI)Mr and Mrs B complain that National House-Building Council (‘NHBC’) has incorrectly declined a claim for damage to their home under their building warranty policy. background In 2018 Mr and Mrs B discovered water coming through the light fitting in their bathroom. They contacted NHBC to re... (5 pages)View decision -
Decision Reference DRN-2510010
14 Mar 2021 National House-Building Council UpheldInsuranceDRN-2510010 The complaint Mr and Mrs B complain that National House-Building Council, trading as NHBC, has declined a claim under their Buildmark policy for damage to their home. What happened In February 2019, Mr and Mrs B made a claim under section three of their Buildmark policy for dam... (3 pages)View decision -
Decision Reference DRN-2425687
12 Mar 2021 National House-Building Council UpheldInsuranceDRN-2425687 The complaint Mr B complains about National House-Building Council (NHBC)’s handling of his claim under his building warranty. The details of this complaint are well known to both parties, so I won’t repeat them in full again here. Instead I’ll focus on giving my reasons for my... (2 pages)View decision -
Decision Reference DRN-2646093
2 Mar 2021 National House-Building Council Not upheldInsuranceDRN-2646093 The complaint Mr J and Ms T have complained that the National House-Building Council (NHBC) have denied liability for the cost of resolving issues they discovered with their garage’s brickwork. What happened I issued my provisional decision on 12 February 2021 explaining why I ... (2 pages)View decision -
Decision Reference DRN-2271831
2 Mar 2021 National House-Building Council Not upheldInsuranceDRN-2271831 The complaint Ms A and Mr P complain that National House-Building Council, trading as NHBC, unfairly declined their claim on their building warranty policy. What happened Ms A and Mr P moved into their house in September 2016. When they became the owners of the house, they also... (3 pages)View decision -
Decision Reference DRN-2615126
24 Feb 2021 National House-Building Council UpheldInsuranceDRN-2615126 The complaint Mr S has complained about the way the National House-Building Council (NHBC) have dealt with a claim he made in relation to damage caused by an ingress of water to his flat. He says NHBC have unfairly refused to accept the total claim, and for the part of the clai... (12 pages)View decision -
Decision Reference DRN-2564810
23 Feb 2021 National House-Building Council UpheldInsuranceDRN-2564810 The complaint Mr and Mrs E are unhappy with the way National House-Building Council (NHBC) has settled a claim they made on their NHBC Buildmark warranty. Mr E has dealt with the claim and complaint throughout, so I’ll refer to him only. What happened Mr E bought a new home whi... (3 pages)View decision -
Decision Reference DRN-2526086
19 Feb 2021 National House-Building Council Not upheldInsuranceDRN-2526086 The complaint Miss K is unhappy National House-Building Council (NHBC) has declined a claim she made on her NHBC Buildmark warranty. What happened Miss K bought a new home which was covered by a ten-year NHBC warranty. She got in touch with NHBC about a problem with the mortar ... (2 pages)View decision -
Decision Reference DRN-2452379
18 Feb 2021 National House-Building Council Not upheldInsuranceDRN-2452379 The complaint Miss L complains how National House-Building Council (“NHBC”) has handled her claim under the Buildmark policy. What happened Given the history of this claim is extensive and well known to both parties, I have summarised events within this background. In December ... (6 pages)View decision -
Decision Reference DRN-2176265
12 Feb 2021 National House-Building Council UpheldInsuranceDRN-2176265 The complaint Mr and Mrs B complain that National House-Building Council (NHBC) poorly handled their buildings warranty claim. What happened Mr and Mrs B purchased their new build home in 2014 which came with a NHBC Buildmark 10-year warranty. They followed the necessary claims... (3 pages)View decision