Published decisions
6,478
Decision volume in this year-product slice
Year + product analysis
Banking and Payments complaints in 2021
A curated public analysis of Banking and Payments in 2021, combining annual and product-level signals from the published Financial Ombudsman decision corpus.
Page summary
6,478 published FOS decisions in Banking and Payments during 2021, with upheld-rate context, firm concentration, complaint themes, and representative cases.
Published decisions
6,478
Decision volume in this year-product slice
Upheld rate
29.4%
1,902 upheld decisions
Latest published decision 31 Dec 2021
Upheld rate
29.4%
1,902 upheld decisions
Leading firm
Barclays Bank UK PLC
861 decisions
Leading complaint theme
Fraud Or Scam Concern
664 tagged decisions
Banking and Payments in 2021
6,478 published decisions in the corpus sit in Banking and Payments for 2021. 29.4% 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 861 published decisions.
- 2021: 6,478 decisions, 29.4% upheld
- Leading complaint theme: Fraud Or Scam Concern
- Leading precedent signal: Section 75 Cca
Firm concentration and issue profile
Barclays Bank UK PLC, HSBC UK Bank Plc, Lloyds Bank PLC, and others are the firms most often associated with Banking and Payments complaints in 2021. This gives a much tighter public view than the standalone year or product pages alone.
fraud or scam concern, delay in claim handling, affordability assessment failure, and others are the strongest complaint-theme signals in this year-product combination.
- Barclays Bank UK PLC: 861 decisions, 26.7% upheld
- HSBC UK Bank Plc: 591 decisions, 37.1% upheld
- Lloyds Bank PLC: 513 decisions, 24.4% upheld
- Bank of Scotland Plc: 462 decisions, 17.3% upheld
- Santander UK Plc: 439 decisions, 25.5% 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: Fraud Or Scam Concern
Representative cases
Recent published decisions in this slice
5 examples shown
DRN-224569031 Dec 2021Not upheld
Barclays Bank Plc · Banking and Payments
DRN-2245690 The complaint Mr T on behalf of J Ltd complains that Barclays Bank Plc (trading as Barclays Commercial) didn’t appropriately handle a claim of disputed transactions. Mrs T is Mr T’s representative but I’ll treat all the submissions as having come from J Ltd for ease of reading.... (2 pages)
View source decisionDRN-278571431 Dec 2021Not upheld
Barclays Bank UK PLC · Banking and Payments
DRN-2785714 The complaint M, a limited company, is seeking to recover £12,744.35 from Barclays Bank UK PLC (“Barclays”), which was stolen from its business banking account as a result of a third-party scam. The owner of M, Mr G, is bringing the complaint on its behalf so I will refer to hi... (6 pages)
View source decisionDRN-296583931 Dec 2021Upheld
Santander UK Plc · Banking and Payments
DRN-2965839 The complaint Mr P complains that Santander UK Plc did not do enough to recover the money he paid to an investment scam company. What happened The circumstances of this complaint are well known to both parties, so I will not repeat them all again here in detail. But I will prov... (3 pages)
View source decisionDRN-304288331 Dec 2021Upheld
Nationwide Building Society · Banking and Payments
DRN-3042883 The complaint Mr A complains that Nationwide Building Society has refused to refund transactions (made using his Nationwide credit card) to a fraudulent binary options company (Golden Markets). What happened Mr A saw an online advert for bitcoin investments provided by Golden M... (7 pages)
View source decisionDRN-306182931 Dec 2021Not upheld
National Westminster Bank Plc · Banking and Payments
DRN-3061829 The complaint Mrs S complains National Westminster Bank Plc (NatWest) failed to honour a claim she brought under section 75 of the Consumer Credit Act 1974 (“CCA”). Mrs S is represented by a claims management company. When I refer to things said or done by Mrs S in relation to ... (4 pages)
View source decision