Published decisions
6,328
Decision volume in this year-product slice
Year + product analysis
Banking and credit complaints in 2020
A curated public analysis of Banking and credit in 2020, combining annual and product-level signals from the published Financial Ombudsman decision corpus.
Page summary
6,328 published FOS decisions in Banking and credit during 2020, with upheld-rate context, firm concentration, complaint themes, and representative cases.
Published decisions
6,328
Decision volume in this year-product slice
Upheld rate
45.0%
2,847 upheld decisions
Latest published decision 30 Dec 2020
Upheld rate
45.0%
2,847 upheld decisions
Leading firm
Elevate Credit International Limited
586 decisions
Leading complaint theme
Delay In Claim Handling
1,053 tagged decisions
Banking and credit in 2020
6,328 published decisions in the corpus sit in Banking and credit for 2020. 45.0% of those decisions were upheld, which makes this a strong public cross-section for understanding how one product behaved in one specific year.
Elevate Credit International Limited is the most visible firm inside this year-product slice, with 586 published decisions.
- 2020: 6,328 decisions, 45.0% upheld
- Leading complaint theme: Delay In Claim Handling
- Leading precedent signal: Consumer Credit Act 1974
Firm concentration and issue profile
Elevate Credit International Limited, Barclays Bank UK PLC, Bank of Scotland Plc, and others are the firms most often associated with Banking and credit complaints in 2020. 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.
- Elevate Credit International Limited: 586 decisions, 94.9% upheld
- Barclays Bank UK PLC: 443 decisions, 21.7% upheld
- Bank of Scotland Plc: 302 decisions, 20.5% upheld
- Santander UK Plc: 272 decisions, 27.9% upheld
- Lloyds Bank PLC: 267 decisions, 20.6% 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
DRN196435630 Dec 2020Upheld
Everyday Lending Limited · Banking and credit
Mr A has complained about the interest charged on a loan he was given by Everyday Lending Limited (EDL). background I issued a provisional decision about this complaint in November 2020 that I summarise below. Mr A was given a loan of £10,000 by EDL in May 2017. The loan was due to be repa... (4 pages)
View source decisionDRN261261330 Dec 2020Upheld
Clydesdale Financial Services Limited · Banking and credit
Complaint Mrs F is unhappy with the response of Clydesdale Financial Services Limited (trading as Barclays Partner Finance), following a claim against it under section 75 of the Consumer Credit Act 1974 (“the CCA”). Background Mrs F was contacted by a company that supplied and installed so... (3 pages)
View source decisionDRN272030730 Dec 2020Not upheld
HSBC UK Bank Plc · Banking and credit
Complaint Ms C complains that HSBC UK Bank Plc, trading as First Direct, won’t refund £2,600 which was stolen from her bank account due to a third party scam. HSBC UK Bank Plc says they’re not liable for the loss because Ms C authorised the payment and they could not have reasonably interv... (3 pages)
View source decisionDRN396479830 Dec 2020Not upheld
Lloyds Bank PLC · Banking and credit
Mr D complains that Lloyds Bank PLC hasn’t refunded him after he fell victim to an invoice interception scam. background In Autumn 2018, Mr D obtained quotes for work to be carried out by a local plumbing firm. He’d received an email that appeared to originate from the correct firm, which ... (4 pages)
View source decisionDRN417144630 Dec 2020Not upheld
Madison CF UK Limited · Banking and credit
Mr W has complained that Madison CF UK Limited (trading as 118 118 Money) lent to him irresponsibly. He’s also complained that the lender acted unfairly towards him in other ways. background I issued a provisional decision about this complaint in November 2020 that I summarise below. Mr W ... (4 pages)
View source decision