Tagged decisions
5,042
Published decisions carrying this complaint-theme tag
Complaint theme analysis
Communication Failure complaint theme analysis
A public analysis page for the complaint theme communication failure, built from the root-cause tagging layer across published Financial Ombudsman decisions.
Upheld rate
24.5%
1,237 upheld decisions
Page summary
5,042 published decisions tagged communication failure, with upheld-rate context, product concentration, firm exposure, precedent signals, and representative cases.
Tagged decisions
5,042
Published decisions carrying this complaint-theme tag
Upheld rate
24.5%
1,237 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.
Tagged decisions
5,042
Published decisions carrying this complaint-theme tag
Upheld rate
24.5%
1,237 upheld decisions
Leading product
Payment protection insurance (PPI)
2,059 decisions
Leading firm
Bank of Scotland Plc
473 decisions
Communication Failure as a public complaint theme
Analysis5,042 published decisions in the corpus carry the complaint-theme tag communication failure. 24.5% of those decisions were upheld, which makes this one of the most useful public “type” slices available in the dataset.
Payment protection insurance (PPI) is the product line most often associated with this theme, while Bank of Scotland Plc is the firm that appears most often alongside it in published decisions.
- Latest year represented: 2026
- Leading precedent signal: Disp
- Leading firm: Bank of Scotland Plc
How this theme moves across the corpus
AnalysisCommunication Failure has enough history in the published decisions to show how complaint pressure has evolved across multiple years, rather than appearing as a one-off issue cluster.
In 2026, communication failure appeared in 81 published decisions with an upheld rate of 30.9%.
- 2026: 81 decisions, 30.9% upheld
- 2025: 71 decisions, 47.9% upheld
- 2024: 67 decisions, 58.2% upheld
- 2023: 65 decisions, 58.5% upheld
- 2022: 41 decisions, 39.0% upheld
Where the theme concentrates
AnalysisPayment protection insurance (PPI), Banking and credit, Insurance (excluding PPI), and others are the product areas most associated with this theme in published decisions. That helps explain where this complaint type is most likely to appear in the ombudsman corpus.
Disp, Consumer Credit Act 1974, Icobs, and others are the most visible precedent signals tied to this complaint theme.
- Payment protection insurance (PPI): 2,059 decisions
- Bank of Scotland Plc: 473 decisions
- Second precedent signal: Consumer Credit Act 1974
Representative cases
Recent published decisions in this slice
5 examples shown
DRN-616238817 Mar 2026Not upheld
Arval UK Limited · Consumer Credit
For the reasons set out above I don’t uphold this complaint about Arval UK Limited. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr B to accept or reject my decision before 13 April 2026.
View source decisionDRN-620576817 Mar 2026Not upheld
Shawbrook Bank Limited · Consumer Credit
For the reasons I’ve explained, I do not uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr L and Mrs L to accept or reject my decision before 14 April 2026.
View source decisionDRN-603987816 Mar 2026Not upheld
Revolut Ltd · Banking and Payments
For the reasons above, I have decided not to uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr M to accept or reject my decision before 13 April 2026.
View source decisionDRN-606122316 Mar 2026Not upheld
Investengine (UK) Limited · Investments
For the reasons I’ve set out above, my final decision is that I don’t uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr J to accept or reject my decision before 13 April 2026.
View source decisionDRN-617108216 Mar 2026Not upheld
Admiral Insurance (Gibraltar) Limited · Insurance
For the reasons I’ve explained, my final decision is that I don’t uphold this complaint. I don’t direct Admiral Insurance (Gibraltar) Limited to do any more in response to this complaint.
View source decision