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-5387583
11 Mar 2025 National House-Building Council UpheldInsuranceDRN-5387583 The complaint Mr and Mrs K have complained about their building warranty provider National House-Building Council (NHBC). They’re unhappy their claim on the warranty was declined and they believe the policy may have been mis-sold to them. What happened Mr and Mrs K had a pl... (2 pages)View decision -
Decision Reference DRN-5052212
27 Feb 2025 National House-Building Council Not upheldInsuranceDRN-5052212 The complaint Mr R complains National House Building Council failed to investigate his building warranty claim properly. What happened In 2021 Mr R made a claim against his NHBC building warranty policy. He reported darkening of plyboard below a parapet gutter. NHBC investi... (3 pages)View decision -
Decision Reference DRN-5246270
19 Feb 2025 National House-Building Council Not upheldInsuranceDRN-5246270 The complaint Ms H and Mr H complain that National House-Building Council (“NHBC”) unfairly declined a claim for what they believe to be a defect in their property that has caused damage. What happened In November 2023, Ms H and Mr H made a claim under their ten-year new bui... (3 pages)View decision -
Decision Reference DRN-5154363
4 Feb 2025 National House-Building Council Not upheldInsuranceDRN-5154363 The complaint X and Mr M complain National House Building Council (NHBC) provided poor service for a building warranty. NHBC’s been represented by agents at points. For simplicity, in places, I’ve referred to the agent’s actions as being NHBC’s own. X and Mr M are both com... (3 pages)View decision -
Decision Reference DRN-5013944
4 Feb 2025 National House-Building Council Not upheldInsuranceDRN-5013944 The complaint X and Mr M complain National House Building Council (NHBC) provided poor service for their building warranty. NHBC’s been represented by agents at points. For simplicity, in places, I’ve referred to the agent’s actions as being NHBC’s own. X and Mr M are both... (2 pages)View decision -
Decision Reference DRN-5274179
28 Jan 2025 National House-Building Council UpheldInsuranceDRN-5274179 The complaint Mr H and Ms B complain about the way National House-Building Council (NHBC) handled a claim they made under their new home warranty. Mr H has primarily dealt with things so, for simplicity, I’ll refer to him only. What happened The circumstances aren’t in dis... (4 pages)View decision -
Decision Reference DRN-5161908
13 Jan 2025 National House-Building Council Not upheldInsuranceDRN-5161908 The complaint Mr M and Mrs M complain that National House Building Council (NHBC) have unfairly handled a claim under their building warranty. As Mrs M has been leading in this complaint, and for ease, I’ve referred to her throughout. What happened The details of this compla... (3 pages)View decision -
Decision Reference DRN-5211740
29 Dec 2024 National House-Building Council Not upheldInsuranceDRN-5211740 The complaint Mr and Mrs L complain National House Building Council unfairly declined their building warranty claim. Mr and Mrs L are both complainants. But for ease of reading, as she’s been the main correspondent for the claim and complaint, I’ve only referred to her belo... (2 pages)View decision -
Decision Reference DRN-4929747
28 Dec 2024 National House-Building Council Not upheldInsuranceDRN-4929747 The complaint Mr and Mrs T complain about the way National House-Building Council (“NHBC”) handled a claim they made under their new-build warranty. What happened Mr and Mrs T moved into their home in 2019 and were provided with a ten-year NHBC Buildmark warranty. Since movi... (3 pages)View decision -
Decision Reference DRN-4868439
27 Nov 2024 National House-Building Council UpheldInsuranceDRN-4868439 The complaint Mrs G complains about the way National House-Building Council (“NHBC”) handled a claim made under her building warranty. What happened In 2023 Mrs G made a claim under her Buildmark warranty when she noticed the external render of her home had blown. A claims i... (3 pages)View decision