Tagged decisions
39,219
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%
14,293 upheld decisions
Page summary
39,219 published decisions tagged delay in claim handling, with upheld-rate context, product concentration, firm exposure, precedent signals, and representative cases.
Tagged decisions
39,219
Published decisions carrying this complaint-theme tag
Upheld rate
36.4%
14,293 upheld decisions
Latest published decision 04 Aug 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
39,219
Published decisions carrying this complaint-theme tag
Upheld rate
36.4%
14,293 upheld decisions
Leading product
Banking and credit
14,384 decisions
Leading firm
Bank of Scotland Plc
1,708 decisions
Delay In Claim Handling as a public complaint theme
Analysis39,219 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 1,875 published decisions with an upheld rate of 29.8%.
- 2026: 1,875 decisions, 29.8% 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: 1,708 decisions
- Second precedent signal: Section 75 Cca
Representative cases
Recent published decisions in this slice
5 examples shown
DRN-612208804 Aug 2026Not upheld
Domestic & General Insurance Plc · Insurance
For the reasons given above, I don’t uphold Ms J’s complaint about Domestic & General Insurance Plc. Under the rules of the Financial Ombudsman Service, I’m required to ask Ms J to accept or reject my decision before 1 September 2026.
View source decisionDRN-614047504 Aug 2026Not upheld
Santander 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 W to accept or reject my decision before 1 September 2026.
View source decisionDRN-617335304 Aug 2026Not upheld
MONZO BANK LIMITED · Consumer Credit
My final decision is that I do not uphold Mr P’s complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr P to accept or reject my decision before 1 September 2026.
View source decisionDRN-625613104 Aug 2026Not upheld
Lloyds Bank 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 P to accept or reject my decision before 1 September 2026.
View source decisionDRN-630070704 Aug 2026Upheld
MotoNovo Finance Limited · Consumer Credit
For the reasons explained, I uphold Mr C’s complaint about MotoNovo Finance Limited. And they are to follow my directions above.
View source decision