Published decisions
1,828
Decision volume in this year-product slice
Year + product analysis
Mortgages complaints in 2024
A curated public analysis of Mortgages in 2024, combining annual and product-level signals from the published Financial Ombudsman decision corpus.
Page summary
1,828 published FOS decisions in Mortgages during 2024, with upheld-rate context, firm concentration, complaint themes, and representative cases.
Published decisions
1,828
Decision volume in this year-product slice
Upheld rate
37.3%
681 upheld decisions
Latest published decision 31 Dec 2024
Upheld rate
37.3%
681 upheld decisions
Leading firm
Barclays Bank UK PLC
246 decisions
Leading complaint theme
Delay In Claim Handling
148 tagged decisions
Mortgages in 2024
1,828 published decisions in the corpus sit in Mortgages for 2024. 37.3% 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 246 published decisions.
- 2024: 1,828 decisions, 37.3% upheld
- Leading complaint theme: Delay In Claim Handling
- Leading precedent signal: Consumer Credit Act 1974
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 2024. 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: 246 decisions, 50.0% upheld
- Bank of Scotland Plc: 216 decisions, 26.4% upheld
- Santander UK Plc: 156 decisions, 35.3% upheld
- Nationwide Building Society: 81 decisions, 28.4% upheld
- National Westminster Bank Plc: 76 decisions, 39.5% 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-517401631 Dec 2024Not upheld
Nationwide Building Society · Mortgages
DRN-5174016 The complaint Mr A complains that a surveyor engaged by Nationwide Building Society acted inappropriately when valuing a property that Mr A intended to buy. What happened Mr A, a first time buyer, applied for a mortgage with Nationwide. Nationwide engaged a surveyor to value... (2 pages)
View source decisionDRN-512719930 Dec 2024Not upheld
Bank of Scotland Plc · Mortgages
DRN-5127199 The complaint Mr S complains about the action that Bank of Scotland plc trading as Halifax (Halifax) has taken to repossess his home. What happened Mr S took out a mortgage with Halifax in June 2017. There were no issues with the mortgage until August 2022, following which a... (7 pages)
View source decisionDRN-514037427 Dec 2024Not upheld
Pepper (UK) Limited · Mortgages
DRN-5140374 The complaint Mrs H and Mr P complain that Pepper (UK) Limited trading as Engage Credit failed to warn them that their payments were no longer enough to cover their mortgage, then wouldn’t remove marks on their credit files, which are stopping them from remortgaging elsewher... (3 pages)
View source decisionDRN-521715724 Dec 2024Not upheld
HSBC UK Bank Plc · Mortgages
DRN-5217157 The complaint Mr S and Mr T complain that HSBC UK Bank Plc offered them a mortgage then rescinded its offer. What happened Mr S and Mr T applied for a mortgage with HSBC via a mortgage broker. The application was declined by HSBC’s system, so their broker called HSBC. The ca... (2 pages)
View source decisionDRN-522895823 Dec 2024Upheld
Aviva Equity Release UK Limited · Mortgages
DRN-5228958 The complaint Mr and Mrs C are unhappy with how Aviva Equity Release UK Limited has allocated some voluntary partial repayments (“VPR”) they’ve made to their lifetime mortgage. What happened Mr and Mrs C took out this lifetime mortgage in December 2017 through a mortgage bro... (7 pages)
View source decision