Year + product analysis

Banking and credit complaints in 2017

A curated public analysis of Banking and credit in 2017, combining annual and product-level signals from the published Financial Ombudsman decision corpus.

Page summary

11,853 published FOS decisions in Banking and credit during 2017, with upheld-rate context, firm concentration, complaint themes, and representative cases.

Published decisions

11,853

Decision volume in this year-product slice

Upheld rate

29.7%

3,520 upheld decisions

Latest published decision 28 Dec 2017

Published decisions

11,853

Decision volume in this year-product slice

Upheld rate

29.7%

3,520 upheld decisions

Leading firm

Barclays Bank Plc

1,038 decisions

Leading complaint theme

Delay In Claim Handling

1,966 tagged decisions

Banking and credit in 2017

11,853 published decisions in the corpus sit in Banking and credit for 2017. 29.7% of those decisions were upheld, which makes this a strong public cross-section for understanding how one product behaved in one specific year.

Barclays Bank Plc is the most visible firm inside this year-product slice, with 1,038 published decisions.

  • 2017: 11,853 decisions, 29.7% upheld
  • Leading complaint theme: Delay In Claim Handling
  • Leading precedent signal: Consumer Credit Act 1974

Firm concentration and issue profile

Barclays Bank Plc, Santander UK Plc, National Westminster Bank Plc, and others are the firms most often associated with Banking and credit complaints in 2017. This gives a much tighter public view than the standalone year or product pages alone.

delay in claim handling, affordability assessment failure, fraud or scam concern, and others are the strongest complaint-theme signals in this year-product combination.

  • Barclays Bank Plc: 1,038 decisions, 20.4% upheld
  • Santander UK Plc: 815 decisions, 18.9% upheld
  • National Westminster Bank Plc: 705 decisions, 15.9% upheld
  • Bank of Scotland Plc: 696 decisions, 8.1% upheld
  • HSBC Bank plc: 652 decisions, 17.0% upheld

Handling implications and precedent context

The advisory layer for Banking and credit points to recurring handling implications here, including review consumer credit act 1974 precedent (appears in 4.5% of cases), review section 75 cca precedent (appears in 3.6% of cases), review conc precedent (appears in 1.5% of cases), and others.

There is no strong “what loses” signal exposed for this product at the current advisory granularity.

  • Leading complaint theme: Delay In Claim Handling

Representative cases

Recent published decisions in this slice

5 examples shown

DRN071180428 Dec 2017Not upheld

Tesco Personal Finance PLC · Banking and credit

Miss D complains Tesco Personal Finance PLC “Tesco” is holding her liable for transactions she says she didn’t carry out or authorise.backgroundMiss D had been in contact with a person through a dating site. This person talked to her about getting a credit card. She then ... (2 pages)

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DRN093765128 Dec 2017Not upheld

Bank of Scotland Plc · Banking and credit

Mr A complains that Bank of Scotland plc trading as Halifax has incorrectly recorded information on his credit file. And as a result debt collectors and other collection agencies are pursuing him for a debt. Mr A wants Halifax to remove the information from his credit ... (2 pages)

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DRN096021428 Dec 2017Upheld

Lending Stream Llc · Banking and credit

Mr S has complained about instatement loans he’s taken with Lending Stream LLC (Lending Stream) between April 2011 and February 2013. Mr S says the loans weren’t affordable so shouldn’t have been given to him. backgroundMr S had a total of 10 loans and a summary of ... (5 pages)

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DRN103148228 Dec 2017Not upheld

Tesco Personal Finance PLC · Banking and credit

Mr S complains Tesco Personal Finance Plc (Tesco) unfairly refused his claim under section 75 of the Consumer Credit Act 1974. He thinks it should cover the cost of a new clutch for a car. BackgroundIn March 2016 Mr S’s Tesco credit card was used to pay for a new cl... (2 pages)

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DRN135753728 Dec 2017Not upheld

Bank of Scotland Plc · Banking and credit

Miss F feels that Bank of Scotland Plc, trading as Halifax (“BOS”) has treated her unfairly about some transactions that Miss F does not believe she should be responsible for.backgroundMiss F is disputing certain ATM transactions made on her account over a period of ... (2 pages)

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