Published decisions
10,946
Decision volume in this year-product slice
Year + product analysis
Banking and Payments complaints in 2024
A curated public analysis of Banking and Payments in 2024, combining annual and product-level signals from the published Financial Ombudsman decision corpus.
Page summary
10,946 published FOS decisions in Banking and Payments during 2024, with upheld-rate context, firm concentration, complaint themes, and representative cases.
Published decisions
10,946
Decision volume in this year-product slice
Upheld rate
33.9%
3,709 upheld decisions
Latest published decision 31 Dec 2024
Upheld rate
33.9%
3,709 upheld decisions
Leading firm
Barclays Bank UK PLC
1,180 decisions
Leading complaint theme
Fraud Or Scam Concern
3,318 tagged decisions
Banking and Payments in 2024
10,946 published decisions in the corpus sit in Banking and Payments for 2024. 33.9% 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 1,180 published decisions.
- 2024: 10,946 decisions, 33.9% upheld
- Leading complaint theme: Fraud Or Scam Concern
- Leading precedent signal: Consumer Credit Act 1974
Firm concentration and issue profile
Barclays Bank UK PLC, Santander UK Plc, HSBC UK Bank Plc, and others are the firms most often associated with Banking and Payments complaints in 2024. 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: 1,180 decisions, 36.5% upheld
- Santander UK Plc: 914 decisions, 35.1% upheld
- HSBC UK Bank Plc: 889 decisions, 30.8% upheld
- Revolut Ltd: 843 decisions, 29.3% upheld
- Monzo Bank Ltd: 729 decisions, 50.3% 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-460296631 Dec 2024Not upheld
Barclays Bank UK PLC · Banking and Payments
DRN-4602966 The complaint Mr T complains Barclays Bank UK PLC failed to deal with his request for information in a timely manner. What happened In June 2023, following a chargeback claim on his debit card, Mr T submitted a Data Subject Access Request (DSAR) to Barclays. This was becaus... (2 pages)
View source decisionDRN-477097531 Dec 2024Not upheld
Monzo Bank Ltd · Banking and Payments
DRN-4770975 The complaint Ms B complains that Monzo Bank Ltd registered a fraud prevention marker against her without due cause. What happened In April 2023, Ms B received three payments into her account totalling £820. The funds were then quickly withdrawn from an ATM and transferred o... (3 pages)
View source decisionDRN-491291631 Dec 2024Not upheld
Bank of Scotland Plc · Banking and Payments
DRN-4912916 The complaint Mr S complains about the service he received while on the phone with Bank of Scotland plc trading as Halifax. What happened Mr S called Halifax in October 2023, as he had questions about his credit card account. Over the course of the day, Mr S spoke with six ... (3 pages)
View source decisionDRN-496212831 Dec 2024Upheld
Nationwide Building Society · Banking and Payments
DRN-4962128 The complaint Miss W complains that Nationwide Building Society (“Nationwide”) declined to refund two failed cash withdrawals. What happened Miss W explained that she regularly uses an automated teller machine (ATM) to withdraw cash to pay for her bills. When Miss W attempte... (3 pages)
View source decisionDRN-496440431 Dec 2024Not upheld
National Westminster Bank Plc · Banking and Payments
DRN-4964404 The complaint A company, which I’ll refer to as M, complains that National Westminster Bank Plc, trading as Mettle, won’t reimburse money it lost after it fell victim to a fraud. Mr J, who is a Director of M, brings the complaint on the company’s behalf. What happened As the... (3 pages)
View source decision