Tagged decisions
5,110
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
24.7%
1,262 upheld decisions
Page summary
5,110 published decisions tagged communication failure, with upheld-rate context, product concentration, firm exposure, precedent signals, and representative cases.
Tagged decisions
5,110
Published decisions carrying this complaint-theme tag
Upheld rate
24.7%
1,262 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.
Tagged decisions
5,110
Published decisions carrying this complaint-theme tag
Upheld rate
24.7%
1,262 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
Analysis5,110 published decisions in the corpus carry the complaint-theme tag communication failure. 24.7% 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: Consumer Credit Act 1974
- 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 149 published decisions with an upheld rate of 33.6%.
- 2026: 149 decisions, 33.6% 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.
Consumer Credit Act 1974, Disp, 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: Disp
Representative cases
Recent published decisions in this slice
5 examples shown
DRN-603204321 Apr 2026Upheld
HSBC UK Bank Plc · Banking and Payments
I am upholding Miss P’s complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Miss P to accept or reject my decision before 19 May 2026.
View source decisionDRN-611137621 Apr 2026Not upheld
Marshmallow Insurance Limited · Insurance
For the reasons I have given I don’t 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 19 May 2026.
View source decisionDRN-614074721 Apr 2026Not upheld
St. James's Place Wealth Management Plc · Pensions and Annuities
I don’t uphold Mr S’s complaint against St. James's Place Wealth Management Plc.
View source decisionDRN-619093621 Apr 2026Upheld
AJ Bell Management Limited · Pensions and Annuities
For the reasons explained I uphold this complaint. AJ Bell Management Limited should calculate and pay redress as set out above.
View source decisionDRN-621899521 Apr 2026Not upheld
Lloyds Bank General Insurance Limited · Insurance
For the reasons I’ve explained, I’m not upholding Mr and Mrs W’s complaint about Lloyds Bank General Insurance Limited, trading as Halifax. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr W and Mrs W to accept or reject my decision before 19 May 2026.
View source decision