Published decisions
3,766
Decision volume in this year-product slice
Year + product analysis
Banking and Payments complaints in 2020
A curated public analysis of Banking and Payments in 2020, combining annual and product-level signals from the published Financial Ombudsman decision corpus.
Page summary
3,766 published FOS decisions in Banking and Payments during 2020, with upheld-rate context, firm concentration, complaint themes, and representative cases.
Published decisions
3,766
Decision volume in this year-product slice
Upheld rate
18.9%
713 upheld decisions
Latest published decision 31 Dec 2020
Upheld rate
18.9%
713 upheld decisions
Leading firm
Barclays Bank UK PLC
496 decisions
Leading complaint theme
Delay In Claim Handling
238 tagged decisions
Banking and Payments in 2020
3,766 published decisions in the corpus sit in Banking and Payments for 2020. 18.9% 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 UK PLC is the most visible firm inside this year-product slice, with 496 published decisions.
- 2020: 3,766 decisions, 18.9% upheld
- Leading complaint theme: Delay In Claim Handling
- Leading precedent signal: Section 75 Cca
Firm concentration and issue profile
Barclays Bank UK PLC, Lloyds Bank PLC, Santander UK Plc, and others are the firms most often associated with Banking and Payments complaints in 2020. This gives a much tighter public view than the standalone year or product pages alone.
delay in claim handling, fraud or scam concern, affordability assessment failure, and others are the strongest complaint-theme signals in this year-product combination.
- Barclays Bank UK PLC: 496 decisions, 16.9% upheld
- Lloyds Bank PLC: 307 decisions, 11.4% upheld
- Santander UK Plc: 300 decisions, 13.3% upheld
- HSBC UK Bank Plc: 289 decisions, 17.6% upheld
- National Westminster Bank Plc: 285 decisions, 15.4% upheld
Handling implications and precedent context
The advisory layer for Banking and Payments points to recurring handling implications here, including review consumer credit act 1974 precedent (appears in 2.6% of cases), review section 75 cca precedent (appears in 1.9% of cases), review section 140a cca precedent (appears in 0.4% 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
DRN-171696131 Dec 2020Not upheld
American Express Services Europe Limited (AESEL) · Banking and Payments
DRN-1716961 The complaint Mr F complains that American Express Services Europe Limited (AESEL) rejected a claim he made to them under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened The details of this complaint are well known to both parties, so I won’t repeat the... (2 pages)
View source decisionDRN-174264431 Dec 2020Not upheld
National Westminster Bank Plc · Banking and Payments
DRN-1742644 The complaint Mr B complains about the way National Westminster Bank Plc handled his claim for a refund of a credit card payment when his holiday was cancelled. What happened In September 2019 Mr B booked a package holiday through a travel agent, H. The holiday was to be suppli... (2 pages)
View source decisionDRN-189053531 Dec 2020Not upheld
National Westminster Bank Plc · Banking and Payments
DRN-1890535 The complaint Miss K has complained that National Westminster Bank (NatWest) didn’t treat her fairly when her partner passed away. She has said that it continued to charge her monthly fees for a packaged bank account, called a Select Platinum account, and was wrong to do so. Mi... (2 pages)
View source decisionDRN-195029931 Dec 2020Not upheld
Barclays Bank UK PLC · Banking and Payments
DRN-1950299 The complaint Mrs A complains that Barclays Bank UK PLC rejected her claim under Section 75 Consumer Credit Act 1974 in respect of an unsatisfactory cycling holiday. What happened Mrs A contacted a holiday company I will call L with a view to booking a short cycling break overs... (2 pages)
View source decisionDRN-198665131 Dec 2020Not upheld
Tesco Personal Finance PLC · Banking and Payments
DRN-1986651 The complaint Mr C complains that Tesco Personal Finance PLC rejected his claim under Section 75 Consumer Credit Act 1974 in respect of a holiday. What happened On 6 October 2019 Mr C and his family booked a holiday at a holiday park, which I will call P, at a cost of £1,199. P... (2 pages)
View source decision