Tagged decisions
5,180
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
24.8%
1,286 upheld decisions
Page summary
5,180 published decisions tagged communication failure, with upheld-rate context, product concentration, firm exposure, precedent signals, and representative cases.
Tagged decisions
5,180
Published decisions carrying this complaint-theme tag
Upheld rate
24.8%
1,286 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.
Tagged decisions
5,180
Published decisions carrying this complaint-theme tag
Upheld rate
24.8%
1,286 upheld decisions
Leading product
Payment protection insurance (PPI)
2,059 decisions
Leading firm
Bank of Scotland Plc
476 decisions
Communication Failure as a public complaint theme
Analysis5,180 published decisions in the corpus carry the complaint-theme tag communication failure. 24.8% 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 219 published decisions with an upheld rate of 33.8%.
- 2026: 219 decisions, 33.8% 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: 476 decisions
- 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 decisionDRN-634910928 Jul 2026Not upheld
Ageas Insurance Limited · Insurance
It’s my final decision that I don’t uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Ms I to accept or reject my decision before 25 August 2026.
View source decisionDRN-645566528 Jul 2026Not upheld
Aviva Insurance Limited · Insurance
For all the above reasons, I’m not upholding this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr and Mrs H to accept or reject my decision before 25 August 2026.
View source decisionDRN-647746728 Jul 2026Not upheld
HSBC UK Bank Plc · Investments
I do not uphold Mr E’s complaint against HSBC UK Bank Plc. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr E to accept or reject my decision before 25 August 2026.
View source decisionDRN-627901227 Jul 2026Upheld
Great Lakes Insurance UK Limited · Insurance
For the reasons I’ve given, it’s my final decision that I uphold this complaint. And I direct Great Lakes Insurance UK Limited to pay £150 in total compensation to Mr H and Mrs H, in respect of the overall distress and inconvenience caused.
View source decision