Published decisions
27,153
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%
3,625 upheld decisions
Page summary
27,153 published decisions involving Bank of Scotland Plc, with product mix, upheld-rate context, complaint themes, precedent signals, and representative cases.
Published decisions
27,153
Firm-specific decision volume in the public corpus
Upheld rate
13.3%
3,625 upheld decisions
Latest published decision 21 Apr 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
27,153
Firm-specific decision volume in the public corpus
Upheld rate
13.3%
3,625 upheld decisions
Leading product
Payment protection insurance (PPI)
14,267 decisions
Leading complaint theme
Affordability Assessment Failure
2,757 tagged decisions
Bank of Scotland Plc at a glance
AnalysisBank of Scotland Plc appears in 27,153 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 (110 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 110 published decisions with an upheld rate of 26.4%.
- 2026: 110 decisions, 26.4% 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-628170821 Apr 2026Not upheld
Bank of Scotland Plc · Mortgages
My final decision is that I do not uphold this complaint or make any order or award against Bank of Scotland plc trading as Birmingham Midshires Mortgages. 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 decisionDRN-629084821 Apr 2026Upheld
Bank of Scotland Plc · Banking and Payments
I direct Bank of Scotland plc (trading as Halifax) to pay £1,434. 00 compensation to Mrs P in accordance with my direction above.
View source decisionDRN-630594121 Apr 2026Upheld
Bank of Scotland Plc · Consumer Credit
My final decision is I uphold Mr M’s complaint and direct Bank of Scotland plc to put things right in the way I’ve set out above. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr M to accept or reject my decision before 19 May 2026.
View source decisionDRN-622757820 Apr 2026Upheld
Bank of Scotland Plc · Mortgages
My final decision is that Bank of Scotland plc trading as Halifax must amend Mr and Mrs O’s credit files to show them in an arrangement to pay for this mortgage from December 2024 to February 2025 inclusive and it must also pay Mr and Mrs O £75 in compensation, if it has not done so already. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr O and Mrs O to accept or reject my decision befo...
View source decisionDRN-625877620 Apr 2026Not upheld
Bank of Scotland Plc · Banking and Payments
For the reasons I have given, my final decision is I do not uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr W to accept or reject my decision before 18 May 2026.
View source decision