Tagged decisions
39,910
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
36.4%
14,516 upheld decisions
Page summary
39,910 published decisions tagged delay in claim handling, with upheld-rate context, product concentration, firm exposure, precedent signals, and representative cases.
Tagged decisions
39,910
Published decisions carrying this complaint-theme tag
Upheld rate
36.4%
14,516 upheld decisions
Latest published decision 25 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
39,910
Published decisions carrying this complaint-theme tag
Upheld rate
36.4%
14,516 upheld decisions
Leading product
Banking and credit
14,384 decisions
Leading firm
Bank of Scotland Plc
1,725 decisions
Delay In Claim Handling as a public complaint theme
Analysis39,910 published decisions in the corpus carry the complaint-theme tag delay in claim handling. 36.4% 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 2,566 published decisions with an upheld rate of 30.4%.
- 2026: 2,566 decisions, 30.4% 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: 1,725 decisions
- Second precedent signal: Section 75 Cca
Representative cases
Recent published decisions in this slice
5 examples shown
DRN-664870125 Sept 2026Upheld
NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY · Banking and Payments
For the reasons given above, I uphold this complaint and require NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY to put matters right as I have detailed above. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr and Mrs C to accept or reject my decision before 23 October 2026.
View source decisionDRN-622775515 Sept 2026Not upheld
TSB Bank plc · Banking and Payments
My final decision is that I do not uphold Miss M’s complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Miss M to accept or reject my decision before 13 October 2026.
View source decisionDRN-634898115 Sept 2026Upheld
NewDay Ltd · Banking and Payments
It’s my final decision that I partially uphold this complaint against NewDay Ltd by agreeing the third and final credit limit increase shouldn’t have happened. Under the rules of the Financial Ombudsman Service, I’m required to ask Miss G to accept or reject my decision before 13 October 2026.
View source decisionDRN-636304015 Sept 2026Not upheld
INTACT INSURANCE UK LIMITED · Insurance
For the reasons given above, I don’t require Intact Insurance UK Limited to increase the settlement offer or to do anything differently. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr H to accept or reject my decision before 13 October 2026.
View source decisionDRN-637823815 Sept 2026Not upheld
Barclays Bank UK PLC · Banking and Payments
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 S to accept or reject my decision before 13 October 2026.
View source decision