Tagged decisions
38,616
Published decisions carrying this complaint-theme tag
Complaint theme analysis
Delay In Claim Handling complaint theme analysis
A public analysis page for the complaint theme delay in claim handling, built from the root-cause tagging layer across published Financial Ombudsman decisions.
Upheld rate
36.5%
14,093 upheld decisions
Page summary
38,616 published decisions tagged delay in claim handling, with upheld-rate context, product concentration, firm exposure, precedent signals, and representative cases.
Tagged decisions
38,616
Published decisions carrying this complaint-theme tag
Upheld rate
36.5%
14,093 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
38,616
Published decisions carrying this complaint-theme tag
Upheld rate
36.5%
14,093 upheld decisions
Leading product
Banking and credit
14,384 decisions
Leading firm
Bank of Scotland Plc
1,693 decisions
Delay In Claim Handling as a public complaint theme
Analysis38,616 published decisions in the corpus carry the complaint-theme tag delay in claim handling. 36.5% of those decisions were upheld, which makes this one of the most useful public “type” slices available in the dataset.
Banking and credit 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
AnalysisDelay In Claim Handling 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, delay in claim handling appeared in 1,272 published decisions with an upheld rate of 28.1%.
- 2026: 1,272 decisions, 28.1% upheld
- 2025: 1,537 decisions, 33.0% upheld
- 2024: 1,418 decisions, 48.6% upheld
- 2023: 1,408 decisions, 50.9% upheld
- 2022: 1,449 decisions, 39.5% upheld
Where the theme concentrates
AnalysisBanking and credit, Insurance (excluding PPI), Investment and pensions, 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, Section 75 Cca, Disp, and others are the most visible precedent signals tied to this complaint theme.
- Banking and credit: 14,384 decisions
- Bank of Scotland Plc: 1,693 decisions
- Second precedent signal: Section 75 Cca
Representative cases
Recent published decisions in this slice
5 examples shown
DRN-598242521 Apr 2026Not upheld
MONZO BANK LIMITED · Banking and Payments
For the reasons given above, it’s my final decision not to uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Miss A to accept or reject my decision before 19 May 2026.
View source decisionDRN-598993021 Apr 2026Not upheld
Santander UK Plc · Banking and Payments
My final decision is that I do not uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Miss S to accept or reject my decision before 19 May 2026.
View source decisionDRN-604067121 Apr 2026Not upheld
Shawbrook Bank Limited · Consumer Credit
For the reasons given, I don’t think it was unfair for Shawbrook Bank Limited to decline Mr and Mrs I’s claims under section 75 of the CCA. Under the rules of the Financial Ombudsman Service, I’m required to ask Mrs A and Mr I to accept or reject my decision before 19 May 2026.
View source decisionDRN-610415221 Apr 2026Upheld
CA AUTO FINANCE UK LTD · Consumer Credit
Having thought about everything above along with what is fair and reasonable in the circumstances I uphold this complaint and instruct CA AUTO FINANCE UK LTD to: • collect the car ensuring Mrs L is not liable for monthly rentals after the point of collection • end the agreement and remove it from Mrs L’s credit file • refund to Mrs L all rental payments she’s made towards the agreement • pay Mrs L £150 in compensa...
View source decisionDRN-613672621 Apr 2026Not upheld
Santander UK Plc · Banking and Payments
My final decision is that I do not 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 decision