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-4550496
19 Jan 2024 National House-Building Council Not upheldInsuranceDRN-4550496 The complaint Miss H and Mr S have complained about their building warranty provider National House-Building Council because it won’t accept there’s a defect with their roof which is causing condensation and damage. Miss H has mainly dealt with the claim and complaint. So for e... (4 pages)View decision -
Decision Reference DRN-4494881
13 Dec 2023 National House-Building Council Not upheldInsuranceDRN-4494881 The complaint Mr F complains that National House-Building Council (NHBC) has unreasonably delayed making a decision on a claim he made under his Buildmark policy. What happened The subject of this complaint is a building comprised of multiple apartments. Mr F is the leaseholder... (3 pages)View decision -
Decision Reference DRN-4459843
8 Dec 2023 National House-Building Council UpheldInsuranceDRN-4459843 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 dispute,... (3 pages)View decision -
Decision Reference DRN-4496217
5 Dec 2023 National House-Building Council Not upheldInsuranceDRN-4496217 The complaint Mr E is unhappy National House-Building Council (NHBC) has declined a claim made under his building warranty. What happened The subject of this complaint is a building comprising of multiple separate properties. In 2017, Mr E and the other leaseholders, via their ... (5 pages)View decision -
Decision Reference DRN-4453352
28 Nov 2023 National House-Building Council Not upheldInsuranceDRN-4453352 The complaint Mr and Mrs O have complained about their building warranty provider National House-Building Council (NHBC) regarding a claim they made for damage. What happened Mr and Mrs O’s home was built in 2015 and benefited from a ten-year defects warranty. In 2022 they noti... (2 pages)View decision -
Decision Reference DRN-4401459
22 Nov 2023 National House-Building Council Not upheldInsuranceDRN-4401459 The complaint Mr W has complained about National House-Building Council’s (NHBC’s) decision to decline a claim he made under his NHBC Buildmark warranty. What happened The subject of this complaint is a building comprised of multiple apartments. Mr W is the leaseholder of one o... (4 pages)View decision -
Decision Reference DRN-4401418
22 Nov 2023 National House-Building Council Not upheldInsuranceDRN-4401418 The complaint Mr W has complained about National House-Building Council’s (NHBC’s) decision to decline a claim he made under his NHBC Buildmark warranty. What happened The subject of this complaint is a building comprised of multiple apartments. Mr W is the leaseholder of one o... (5 pages)View decision -
Decision Reference DRN-3930350
9 Nov 2023 National House-Building Council Not upheldInsuranceDRN-3930350 The complaint Mr and Mrs S complain that National House-Building Council (NHBC) declined a claim they made under their new home warranty. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Mr and Mrs S bought a new home. It was covered by a te... (3 pages)View decision -
Decision Reference DRN-4429075
1 Nov 2023 National House-Building Council UpheldInsuranceDRN-4429075 The complaint Mr M complains about the way National House-Building Council (NHBC) handled a claim he made under his new home warranty. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Mr M bought a new home covered by a ten-year NHBC warrant... (5 pages)View decision -
Decision Reference DRN-4235653
23 Oct 2023 National House-Building Council Not upheldInsuranceDRN-4235653 The complaint Mr and Mrs P complain about the way National House-Building Council (NHBC) dealt with a claim they made under their new home warranty. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Mr and Mrs P bought a new home. It was cove... (3 pages)View decision