Published decisions
27,113
Firm-specific decision volume in the public corpus
Firm analysis
Bank of Scotland Plc complaint analysis
A public analysis page covering published Financial Ombudsman decisions involving Bank of Scotland Plc, including outcome context, product mix, complaint themes, and representative cases.
Upheld rate
13.3%
3,612 upheld decisions
Page summary
27,113 published decisions involving Bank of Scotland Plc, with product mix, upheld-rate context, complaint themes, precedent signals, and representative cases.
Published decisions
27,113
Firm-specific decision volume in the public corpus
Upheld rate
13.3%
3,612 upheld decisions
Latest published decision 17 Mar 2026
How to use this page
Read the metrics first, then the ranked view.
The top-line cards show scale and outcome context. The ranked view and representative decisions show where the slice is concentrated and what the published decision set actually looks like.
Published decisions
27,113
Firm-specific decision volume in the public corpus
Upheld rate
13.3%
3,612 upheld decisions
Leading product
Payment protection insurance (PPI)
14,267 decisions
Leading complaint theme
Affordability Assessment Failure
2,754 tagged decisions
Bank of Scotland Plc at a glance
AnalysisBank of Scotland Plc appears in 27,113 published decisions in this corpus. 13.3% of those decisions were upheld, which gives a public view of how often complaints involving this firm ended in a fully upheld outcome in the final published set.
Payment protection insurance (PPI) is the firm’s clearest product exposure in the published decisions, with 14,267 decisions and an upheld rate of 11.3%.
- Latest active year in the published data: 2026 (70 decisions)
- Most common complaint theme: Affordability Assessment Failure
- Most common precedent signal: Consumer Credit Act 1974
Volume and outcome trajectory
AnalysisBank of Scotland Plc's decision trail runs from 2013 to 2026. That range gives enough public history to see whether complaint exposure has been broad-based or concentrated into certain years.
In the latest year represented here, Bank of Scotland Plc appeared in 70 published decisions with an upheld rate of 22.9%.
- 2026: 70 decisions, 22.9% upheld
- 2025: 1,007 decisions, 17.9% upheld
- 2024: 929 decisions, 25.5% upheld
- 2023: 775 decisions, 22.8% upheld
- 2022: 951 decisions, 22.0% upheld
Themes, products, and precedent signals
AnalysisAffordability Assessment Failure is the strongest complaint-theme signal tied to Bank of Scotland Plc in the published decisions. In this corpus, those themes are the most stable public proxy for complaint “type”.
Consumer Credit Act 1974, Disp, Icobs, and others are the most visible precedent signals in the firm’s published decisions. That gives extra context on the rules and fairness arguments appearing most often around the firm.
- Payment protection insurance (PPI): 14,267 decisions
- Second complaint theme: Delay In Claim Handling
- Second precedent signal: Disp
Representative cases
Recent published decisions in this slice
5 examples shown
DRN-605887417 Mar 2026Not upheld
Bank of Scotland Plc · Mortgages
My final decision is that this complaint should be fairly and reasonably resolved by Bank of Scotland plc paying Mr and Mrs M £500. I make no other order or award.
View source decisionDRN-612345017 Mar 2026Not upheld
Bank of Scotland Plc · Banking and Payments
I do not uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Ms B to accept or reject my decision before 14 April 2026.
View source decisionDRN-612864017 Mar 2026Not upheld
Bank of Scotland Plc · Banking and Payments
For the reasons stated, I do not uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr Y to accept or reject my decision before 14 April 2026.
View source decisionDRN-616500817 Mar 2026Upheld
Bank of Scotland Plc · Banking and Payments
My final decision is that I uphold Mr P’s complaint about Bank of Scotland plc trading as Halifax and instruct them to: • re-work Mr P’s overdraft balance so that all interest, fees and charges applied to it from May 2021 onwards are removed. • if an outstanding balance remains on the overdraft once these adjustments have been made Halifax should contact Mr P to arrange a suitable repayment plan for this.
View source decisionDRN-619563217 Mar 2026Not upheld
Bank of Scotland Plc · Banking and Payments
For the reasons I have given above, I don’t uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mrs A to accept or reject my decision before 14 April 2026.
View source decision