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-2333329
10 Dec 2020 National House-Building Council Not upheldInsuranceDRN-2333329 The complaint Mr and Mrs C are unhappy National House-Building Council (NHBC) has declined a claim they made on their NHBC Buildmark warranty. What happened Mr and Mrs C bought a new home. It was covered by a ten-year NHBC warranty which began in December 2014. In September 201... (4 pages)View decision -
Decision Reference DRN-2405600
4 Dec 2020 National House-Building Council Not upheldInsuranceDRN-2405600 The complaint Mr and Mrs B complain about the work National House-Building Council (NHBC) carried out to their property as part of a building warranty claim, and the time taken to complete the work. What happened A common parts claim was made under the warranty due to water in... (3 pages)View decision -
Decision Reference DRN-2390536
2 Dec 2020 National House-Building Council Not upheldInsuranceDRN-2390536 The complaint Mr and Mrs B complain that National House-Building Council (“NHBC”) have treated them unfairly following a claim under a Buildmark policy. What happened Given the history of this claim is extensive and well known to both parties, I have summarised events within th... (3 pages)View decision -
Decision Reference DRN-1959238
25 Nov 2020 National House-Building Council Not upheldInsuranceDRN-1959238 The complaint X complains about repairs carried out by National House-Building Council (NHBC) under his buildings warranty. What happened X has a buildings warranty with NHBC which covers his home. The warranty was taken out in 2014. X took it over in 2019 after he bought the h... (4 pages)View decision -
Decision Reference DRN-2054678
20 Nov 2020 National House-Building Council Not upheldInsuranceDRN-2054678 The complaint Mrs M complains National House-Building Council (NHBC) provided her with poor service during its handling of a claim. Mrs M has a representative on this complaint, but for ease, I’ll refer to them collectively in this decision as ‘Mrs M’ unless specified. What hap... (3 pages)View decision -
Decision Reference DRN0572035
12 Nov 2020 National House-Building Council UpheldInsurance (excluding PPI)Mr R is unhappy about the time it’s taken for the National House-Building Council (“NHBC”) to repair the outside wall of his property and remove the efflorescence affecting the balcony. Mr R is represented in his complaint by his uncle, Mr O. background I issued a provisional decision on t... (9 pages)View decision -
Decision Reference DRN-2331215
10 Nov 2020 National House-Building Council Not upheldInsuranceDRN-2331215 The complaint X and Mr S complain about National House-Building Council’s handling of a claim made under their buildings warranty policy. What happened X And Mr S have a warranty with NHBC which provides cover for damage to their house. They’ve have had on-going problems with t... (6 pages)View decision -
Decision Reference DRN-1943052
9 Nov 2020 National House-Building Council Not upheldInsuranceDRN-1943052 The complaint Mr E and Mrs R complain that National House Building Council (NHBC) have unfairly refused to cover staining to the front bay window area of their property under a Buildmark policy. They’ve also said NHBC’s attempts to repair a previous defect were poor and unsucce... (3 pages)View decision -
Decision Reference DRN-2038045
5 Nov 2020 National House-Building Council Not upheldInsuranceDRN-2038045 The complaint Mr S complains that National House-Building Council (NHBC) has unfairly declined his buildings warranty claim. What happened Mr S made a claim after he noticed some spots and small holes on the external brickwork of his home. NHBC investigated and looked at photo... (2 pages)View decision -
Decision Reference DRN-1987982
26 Oct 2020 National House-Building Council Not upheldInsuranceDRN-1987982 The complaint Mr and Mrs T are unhappy with how National House-Building Council (NHBC) propose to repair their drive and the private road leading to their property under the Buildmark policy. What happened The policy commenced on 2 March 2018. In April 2018 Mr and Mrs T reporte... (3 pages)View decision