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-1987995
26 Oct 2020 National House-Building Council Not upheldInsuranceDRN-1987995 The complaint Mr and Mrs W 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 24 November 2017. In April 2018 Mr and Mrs W rep... (3 pages)View decision -
Decision Reference DRN8974194
23 Sep 2020 National House-Building Council Not upheldInsurance (excluding PPI)Mr and Mrs W complain about National House-Building Council’s (“NHBC”) handling of their claim following an agreement that was made between the parties.backgroundThe background to this complaint is well-known to both parties, so I won’t repeat it at lengthhere and will instead focus on the... (3 pages)View decision -
Decision Reference DRN-2046198
18 Sep 2020 National House-Building Council UpheldInsuranceDRN-2046198The complaintMr and Mrs B complain that National House-Building Council (NHBC) has unfairly offered a cash settlement that isn’t sufficient to carry out necessary repairs under their building warranty. What happened The detailed background to this complaint is well known to both... (3 pages)View decision -
Decision Reference DRN-1972084
26 Aug 2020 National House-Building Council Not upheldInsuranceDRN-1972084The complaintMrs and Mr B complain that National House-Building Council (NHBC) declined a claim made under their buildings warranty. What happenedMrs and Mr B have a buildings warranty with NHBC which covers their home.Mrs and Mr B have had the NHBC warranty since 2015. In Septe... (3 pages)View decision -
Decision Reference DRN-2022225
20 Aug 2020 National House-Building Council Not upheldInsuranceDRN-2022225The complaintMr and Mrs Y complain that National House-Building Council trading as NHBC unfairly declined a claim they’ve made under their building warranty policy. What happenedMrs Y brings this complaint on behalf of her and her husband. So, for ease, any references I make to ... (2 pages)View decision -
Decision Reference DRN-1686039
18 Aug 2020 National House-Building Council Not upheldInsuranceDRN-1686039The complaintMr P complains about delays and poor claim handling by National House-Building Council. What happenedBelow is intended to be a summary of what has happened, rather than a detailed timeline with all issues listed. Mr P bought a new build property that was sold with a... (4 pages)View decision -
Decision Reference DRN7965200
17 Aug 2020 National House-Building Council Not upheldInsurance (excluding PPI)Mr E and Miss P complain that National House-Building Council (“NHBC”) won’t accept their Buildmark building warranty claim for dampness near the windows in their new-build flat. backgroundMr E and Miss P moved into their newly built flat in November 2015. It came with a 10-year NHBC Build... (3 pages)View decision -
Decision Reference DRN0011419
11 Aug 2020 National House-Building Council UpheldInsurance (excluding PPI)Ms C complains about how National House-Building Council (NHBC) have handled her claim under her building warranty policy.backgroundBelow is intended to be a summary of what happened and does not therefore include a full timeline or list every point that has been made.The issues set out in... (3 pages)View decision -
Decision Reference DRN5309533
11 Aug 2020 National House-Building Council Not upheldInsurance (excluding PPI)Ms S has complained about National House-Building Council’s (NHBC’s) handling of a claim she made under her NHBC Buildmark warranty for defects with her drainage system and septic tank.backgroundMs S discovered issues with the drainage system for her new build property during landscaping o... (4 pages)View decision -
Decision Reference DRN7818364
10 Aug 2020 National House-Building Council UpheldInsurance (excluding PPI)Mr T has complained about National House-Building Council’s (“NHBC”) handling of hisclaim in 2013.backgroundThe background to this complaint is lengthy and spans almost a decade. As it is well-knownto both parties, I won’t repeat it at length here and will instead focus on the reasons forr... (6 pages)View decision