Published decisions
8,694
Decision volume in this year-product slice
Year + product analysis
Banking and Payments complaints in 2023
A curated public analysis of Banking and Payments in 2023, combining annual and product-level signals from the published Financial Ombudsman decision corpus.
Page summary
8,694 published FOS decisions in Banking and Payments during 2023, with upheld-rate context, firm concentration, complaint themes, and representative cases.
Published decisions
8,694
Decision volume in this year-product slice
Upheld rate
32.8%
2,847 upheld decisions
Latest published decision 31 Dec 2023
Upheld rate
32.8%
2,847 upheld decisions
Leading firm
Barclays Bank UK PLC
1,028 decisions
Leading complaint theme
Fraud Or Scam Concern
2,201 tagged decisions
Banking and Payments in 2023
8,694 published decisions in the corpus sit in Banking and Payments for 2023. 32.8% 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 1,028 published decisions.
- 2023: 8,694 decisions, 32.8% upheld
- Leading complaint theme: Fraud Or Scam Concern
- Leading precedent signal: Consumer Credit Act 1974
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 2023. 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: 1,028 decisions, 30.2% upheld
- HSBC UK Bank Plc: 816 decisions, 38.1% upheld
- Lloyds Bank PLC: 685 decisions, 25.1% upheld
- Santander UK Plc: 662 decisions, 24.9% upheld
- Bank of Scotland Plc: 580 decisions, 22.6% 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-410770931 Dec 2023Not upheld
Revolut Ltd · Banking and Payments
DRN-4107709 The complaint B complains (on behalf of his limited company) that Revolut Ltd won’t refund transactions he claims were unauthorised. B has the assistance of a representative but for ease of reading, I’ll treat all submissions as having come from B alone. What happened B visited... (5 pages)
View source decisionDRN-415033931 Dec 2023Upheld
Nationwide Building Society · Banking and Payments
DRN-4150339 The complaint Mr O complains that Nationwide Building Society (“Nationwide”) won’t refund over £27,000 he lost to a cryptocurrency investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summ... (4 pages)
View source decisionDRN-429848231 Dec 2023Upheld
Barclays Bank UK PLC · Banking and Payments
DRN-4298482 The complaint Mr H complains Barclays Bank UK PLC (Barclays) delayed the transfer of his ISA from another provider without providing any explanation or updates. What happened Mr H says he applied for an Individual Savings Account (ISA) with Barclays in mid-February 2023 and req... (2 pages)
View source decisionDRN-432950731 Dec 2023Upheld
Monzo Bank Ltd · Banking and Payments
DRN-4329507 The complaint Mr S complains that Monzo Bank Ltd refuses to refund the money he lost to an investment scammer. What happened In October 2022, Mr S was introduced to an investment company I’ll call ‘C’ by an individual (the scammer) he’d met on a dating website. The scammer exp... (4 pages)
View source decisionDRN-435501531 Dec 2023Upheld
HSBC UK Bank Plc · Banking and Payments
DRN-4355015 The complaint Mr R complains that HSBC UK Bank Plc didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well k... (5 pages)
View source decision