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.

Published decisions

27,193

Firm-specific decision volume in the public corpus

Upheld rate

13.4%

3,633 upheld decisions

Page summary

27,193 published decisions involving Bank of Scotland Plc, with product mix, upheld-rate context, complaint themes, precedent signals, and representative cases.

Published decisions

27,193

Firm-specific decision volume in the public corpus

Upheld rate

13.4%

3,633 upheld decisions

Latest published decision 28 Jul 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

27,193

Firm-specific decision volume in the public corpus

Upheld rate

13.4%

3,633 upheld decisions

Leading product

Payment protection insurance (PPI)

14,267 decisions

Leading complaint theme

Affordability Assessment Failure

2,760 tagged decisions

Bank of Scotland Plc at a glance

Analysis

Bank of Scotland Plc appears in 27,193 published decisions in this corpus. 13.4% 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 (150 decisions)
Most common complaint theme: Affordability Assessment Failure
Most common precedent signal: Consumer Credit Act 1974

Volume and outcome trajectory

Analysis

Bank 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 150 published decisions with an upheld rate of 24.7%.

2026: 150 decisions, 24.7% 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

Analysis

Affordability 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-630726828 Jul 2026Not upheld

Bank of Scotland Plc · Banking and Payments

My final decision is that I don’t uphold this complaint. My final decision concludes this service’s consideration of this complaint, which means I’ll not be engaging in any further discussion of the merits of it.

View source decision

DRN-640387028 Jul 2026Not upheld

Bank of Scotland Plc · Mortgages

I don’t uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Miss H and Mr W to accept or reject my decision before 25 August 2026.

View source decision

DRN-651669228 Jul 2026Not upheld

Bank of Scotland Plc · Banking and Payments

For the reasons I’ve given above and in my provisional decision, my final decision is not to uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr L to accept or reject my decision before 25 August 2026.

View source decision

DRN-651836828 Jul 2026Not upheld