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-5058894
27 Nov 2024 National House-Building Council UpheldInsuranceDRN-5058894 The complaint Mr and Mrs E complain National Housing-Building Council (NHBC) unfairly declined a claim they made on their building warranty for water ingress around a bay window. What happened In 2021 Mr and Mrs E bought a property. The property benefitted from a ten-year NH... (4 pages)View decision -
Decision Reference DRN-5173353
27 Nov 2024 National House-Building Council Not upheldInsuranceDRN-5173353 The complaint Mr and Mrs H complain National House-Building Council (NHBC) unfairly declined a claim they made on their building warranty for a damaged drain. As Mr H has been the main correspondent on the claim and complaint, I’ve only referred to him throughout the decisi... (4 pages)View decision -
Decision Reference DRN-5131722
26 Nov 2024 National House-Building Council UpheldInsuranceDRN-5131722 The complaint Mr L and Miss B complain that National House-Building Council (‘NHBC’) turned down a claim under their building warranty. They’re also unhappy about NHBC’s handling of the claim. What happened Mr L and Miss B’s property is covered by a ten-year warranty provid... (3 pages)View decision -
Decision Reference DRN-4939128
19 Nov 2024 National House-Building Council Not upheldInsuranceDRN-4939128 The complaint Mr S complains National House Building Council unfairly declined his building warranty claim. What happened Mr S made a claim against his NHBC building warranty. He said the builder of his property had failed to fit cladding boards correctly – leaving them wit... (2 pages)View decision -
Decision Reference DRN-4947622
14 Nov 2024 National House-Building Council Not upheldInsuranceDRN-4947622 The complaint Mr H is unhappy with how National House-Building Council (NHBC) handled the claims he made under his building warranty. What happened Mr H’s ten-year Buildmark policy started in May 2014. During the first two years of cover, he made a number of claims. During... (4 pages)View decision -
Decision Reference DRN-4730093
7 Nov 2024 National House-Building Council Not upheldInsuranceDRN-4730093 The complaint Ms O and Mr U complain that National House-Building Council (“NHBC”) has treated them unfairly in its handling of claims made under their building warranty. What happened Ms O and Mr U held a ten-year self-build warranty with NHBC. Towards the end of 2020, they... (5 pages)View decision -
Decision Reference DRN-5130811
7 Nov 2024 National House-Building Council UpheldInsuranceDRN-5130811 The complaint Mr B has complained about his building warranty insurer, National House-Building Council (NHBC) in relation to defects at his property. Mr B complained to the Financial Ombudsman Service in summer 2023, in doing so he set out concerns about how the claim had b... (7 pages)View decision -
Decision Reference DRN-5095581
1 Nov 2024 National House-Building Council UpheldInsuranceDRN-5095581 The complaint Mr and Mrs H are unhappy with the settlement offered by National House-Building Council (NHBC) for a claim they made under their Buildmark policy for damage to their home and building. What happened The subject of this complaint is a development comprised of m... (6 pages)View decision -
Decision Reference DRN-5095558
1 Nov 2024 National House-Building Council UpheldInsuranceDRN-5095558 The complaint Ms N is unhappy with the settlement offered by National House-Building Council (NHBC) for a claim she made under her Buildmark policy for damage to her home and building. What happened The subject of this complaint is a development comprised of multiple separa... (6 pages)View decision -
Decision Reference DRN-5095588
1 Nov 2024 National House-Building Council UpheldInsuranceDRN-5095588 The complaint Mr M is unhappy with the settlement offered by National House-Building Council (NHBC) for a claim he made under his Buildmark policy for damage to his home and building. What happened The subject of this complaint is a development comprised of multiple separat... (6 pages)View decision