Year + product analysis

Mortgages complaints in 2023

A curated public analysis of Mortgages in 2023, combining annual and product-level signals from the published Financial Ombudsman decision corpus.

Page summary

1,485 published FOS decisions in Mortgages during 2023, with upheld-rate context, firm concentration, complaint themes, and representative cases.

Published decisions

1,485

Decision volume in this year-product slice

Upheld rate

35.8%

532 upheld decisions

Latest published decision 29 Dec 2023

Published decisions

1,485

Decision volume in this year-product slice

Upheld rate

35.8%

532 upheld decisions

Leading firm

Barclays Bank UK PLC

187 decisions

Leading complaint theme

Delay In Claim Handling

138 tagged decisions

Mortgages in 2023

1,485 published decisions in the corpus sit in Mortgages for 2023. 35.8% 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 187 published decisions.

  • 2023: 1,485 decisions, 35.8% upheld
  • Leading complaint theme: Delay In Claim Handling
  • Leading precedent signal: Disp

Firm concentration and issue profile

Barclays Bank UK PLC, Bank of Scotland Plc, Santander UK Plc, and others are the firms most often associated with Mortgages complaints in 2023. 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 UK PLC: 187 decisions, 51.9% upheld
  • Bank of Scotland Plc: 154 decisions, 26.0% upheld
  • Santander UK Plc: 133 decisions, 26.3% upheld
  • Nationwide Building Society: 76 decisions, 36.8% upheld
  • National Westminster Bank Plc: 67 decisions, 32.8% upheld

Handling implications and precedent context

The advisory layer for Mortgages points to recurring handling implications here, including review disp precedent (appears in 0.1% of cases), review consumer credit act 1974 precedent (appears in 0.1% of cases), review fsma precedent (appears in 0.1% 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-416633329 Dec 2023Not upheld

Bank of Scotland Plc · Mortgages

DRN-4166333 The complaint Mr and Mrs W complain that a mortgage payment made to Bank of Scotland plc trading as Birmingham Midshires (“BM”) only a matter of hours late, was recorded as a missed payment. Mr and Mrs W said that would impact them for years, and they wanted it removed. What ha... (3 pages)

View source decision
DRN-422676629 Dec 2023Not upheld

National Westminster Bank Plc · Mortgages

DRN-4226766 The complaint Mr F complains that when he contacted National Westminster Bank Plc for short term support with his mortgage, the only options NatWest would offer him, would involve a negative mark on his credit file. What happened Mr F said he contacted NatWest in early 2023, wh... (3 pages)

View source decision
DRN-451213729 Dec 2023Upheld

Topaz Finance Limited · Mortgages

DRN-4512137 The complaint Miss B’s complaint about Topaz Finance Limited t/a Melanite Mortgages (Topaz) relates to the way in which her account was managed following repeated changes to the amount of the Contractual Monthly Payment (CMP). What happened Miss B’s mortgage with Topaz is on a ... (4 pages)

View source decision
DRN-420072828 Dec 2023Not upheld

Independent Mortgage Store Limited · Mortgages

DRN-4200728 The complaint Ms G complains that she received unprofessional mortgage advice from a broker at Independent Mortgage Store Limited (“IMSL”). Ms G said the broker didn’t discuss options with her, and wrongly pressured her to withdraw her offer, which Ms G now greatly regrets. Wha... (3 pages)

View source decision
DRN-425079328 Dec 2023Not upheld

Clydesdale Bank Plc · Mortgages

DRN-4250793 The complaint Mr L complains that, despite having paid his mortgage for a little longer than envisaged when he got the offer from Clydesdale Bank Plc trading as Virgin Money, he still owed it more money than it had estimated in his offer. Mr L says Virgin must have got this wro... (5 pages)

View source decision