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 DRN2888889
8 Jun 2020 National House-Building Council Not upheldInsurance (excluding PPI)Mr W complains about the decision made by National House-Building Council (NHBC) to turn down his building warranty claim. backgroundMr W bought a flat that was covered by a building warranty. In 2017 he made a claim under the policy as rainwater was entering his balcony. NHBC turned down ... (3 pages)View decision -
Decision Reference DRN4265147
8 Jun 2020 National House-Building Council Not upheldInsurance (excluding PPI)ComplaintMr and Mrs B complain that National House-Building Council (NHBC) has unfairly declined a claim they’ve made on their Buildmark policy.BackgroundMr B brings this complaint on behalf of himself and his wife so I’ll refer to him throughout. References to his actions also include tho... (3 pages)View decision -
Decision Reference DRN4542805
3 Jun 2020 National House-Building Council Not upheldInsurance (excluding PPI)Mr and Mrs E are unhappy about a drainage claim with National House-Building Council under the Buildmark home warranty. Mr and Mrs E also said NHBC hadn’t handled the claim fairly.backgroundMr and Mrs E were unhappy about smells they said were coming from their drainage in their rear garde... (2 pages)View decision -
Decision Reference DRN-1865683
1 Jun 2020 National House-Building Council UpheldInsuranceDRN-1865683 The complaintMr and Mrs M complain that National House-Building Council (NHBC) declined a claim under their buildings warranty policy. What happenedMr and Mrs M bought a new-build house around 5 years ago. This had an NHBC Buildmark policy. There were issues over time with the ... (6 pages)View decision -
Decision Reference DRN7864092
14 May 2020 National House-Building Council UpheldInsurance (excluding PPI)Ms B and Mr R have complained about National House-Building Council (NHBC). It provides their building warranty for the flat they own and has handled a number of claims for them since December 2014.backgroundMs B and Mr R bought a flat in 2014 and immediately noticed issues with it. They c... (7 pages)View decision -
Decision Reference DRN5844939
5 May 2020 National House-Building Council Not upheldInsurance (excluding PPI)Miss C is unhappy with National House-Building Council’s (NHBC) handling and settlement of a claim made under her building warranty.backgroundMiss C purchased a property, and it came with an NHBC building warranty with around five years of the ten-year policy remaining. During works to the... (3 pages)View decision -
Decision Reference DRN8573103
24 Apr 2020 National House-Building Council UpheldInsurance (excluding PPI)Mr and Mrs J complain that work carried out under the warranty on their new home, providedby National House-Building Council (“NHBC”), was not satisfactory.backgroundMr and Mrs J bought a new house in December 2015 which came with a ten year buildingwarranty, provided by NHBC. At the end o... (4 pages)View decision -
Decision Reference DRN9668136
23 Apr 2020 National House-Building Council Not upheldInsurance (excluding PPI)Mr B complains, on behalf of a property management company I will refer to as L, about how National House-Building Council (“NHBC”) has handled its claim.Mr B made the complaint on behalf of L but has been represented throughout by a third party. For ease of reading, any references to acti... (3 pages)View decision -
Decision Reference DRN6899188
20 Apr 2020 National House-Building Council UpheldInsurance (excluding PPI)Mr and Mrs B complain about the way National House-Building Council (NHBC) has handled the claim they made under their building warranty for defects associated with their newly built home. backgroundMr and Mrs B purchased their new build home in May 2014 which came with an NHBC Buildmark 1... (5 pages)View decision -
Decision Reference DRN5030273
1 Apr 2020 National House-Building Council UpheldInsurance (excluding PPI)Mr and Mrs P have complained about the way National House-Building Council (NHBC) hashandled their claim under their new home building warranty after they found numerous defects both outside and inside their house.backgroundI issued a provisional decision in this case in February 2020. Tha... (6 pages)View decision