Tagged decisions
5,297
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
25.0%
1,325 upheld decisions
Page summary
5,297 published decisions tagged communication failure, with upheld-rate context, product concentration, firm exposure, precedent signals, and representative cases.
Tagged decisions
5,297
Published decisions carrying this complaint-theme tag
Upheld rate
25.0%
1,325 upheld decisions
Latest published decision 15 Sept 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
5,297
Published decisions carrying this complaint-theme tag
Upheld rate
25.0%
1,325 upheld decisions
Leading product
Payment protection insurance (PPI)
2,059 decisions
Leading firm
Bank of Scotland Plc
479 decisions
Communication Failure as a public complaint theme
Analysis5,297 published decisions in the corpus carry the complaint-theme tag communication failure. 25.0% 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 336 published decisions with an upheld rate of 33.6%.
- 2026: 336 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: 479 decisions
- Second precedent signal: Disp
Representative cases
Recent published decisions in this slice
5 examples shown
DRN-627883015 Sept 2026Not upheld
INTACT INSURANCE UK LIMITED · Insurance
It’s my final decision that the offer of £100 made by Intact Insurance UK Limited is fair compensation for the distress and inconvenience caused to Mr and Mrs G. If it has not already, I require that it pay that sum to Mr and Mrs G.
View source decisionDRN-646260515 Sept 2026Not upheld
Stellantis Financial Services UK Limited · Consumer Credit
For the reasons I’ve explained, my final decision is that I do not uphold Mr B’s complaint about Stellantis Financial Services 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 October 2026.
View source decisionDRN-647253115 Sept 2026Not upheld
Inter Partner Assistance SA · Insurance
For the reasons I’ve explained, I don’t uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Ms C to accept or reject my decision before 12 October 2026.
View source decisionDRN-651898815 Sept 2026Not upheld
Bank of Scotland Plc · Banking and Payments
My final decision is that I don’t uphold this complaint against Bank of Scotland plc trading as Halifax. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr K to accept or reject my decision before 13 October 2026.
View source decisionDRN-653835415 Sept 2026Not upheld
Zurich Insurance Company Ltd · Insurance
I don’t uphold this complaint for the reasons Ive set out above. Under the rules of the Financial Ombudsman Service, I’m required to ask Mrs W and Mr W to accept or reject my decision before 13 October 2026.
View source decision