Published decisions
13,903
Decision volume in this year-product slice
Year + product analysis
Banking and Payments complaints in 2025
A curated public analysis of Banking and Payments in 2025, combining annual and product-level signals from the published Financial Ombudsman decision corpus.
Page summary
13,903 published FOS decisions in Banking and Payments during 2025, with upheld-rate context, firm concentration, complaint themes, and representative cases.
Published decisions
13,903
Decision volume in this year-product slice
Upheld rate
24.7%
3,432 upheld decisions
Latest published decision 30 Dec 2025
Upheld rate
24.7%
3,432 upheld decisions
Leading firm
Revolut Ltd
1,725 decisions
Leading complaint theme
Fraud Or Scam Concern
6,088 tagged decisions
Banking and Payments in 2025
13,903 published decisions in the corpus sit in Banking and Payments for 2025. 24.7% of those decisions were upheld, which makes this a strong public cross-section for understanding how one product behaved in one specific year.
Revolut Ltd is the most visible firm inside this year-product slice, with 1,725 published decisions.
- 2025: 13,903 decisions, 24.7% upheld
- Leading complaint theme: Fraud Or Scam Concern
- Leading precedent signal: Consumer Credit Act 1974
Firm concentration and issue profile
Revolut Ltd, Barclays Bank UK PLC, HSBC UK Bank Plc, and others are the firms most often associated with Banking and Payments complaints in 2025. 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.
- Revolut Ltd: 1,725 decisions, 30.0% upheld
- Barclays Bank UK PLC: 1,348 decisions, 18.8% upheld
- HSBC UK Bank Plc: 1,108 decisions, 25.3% upheld
- Santander UK Plc: 1,076 decisions, 29.7% upheld
- Monzo Bank Ltd: 923 decisions, 24.7% 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-531463730 Dec 2025Not upheld
Prepay Technologies Ltd · Banking and Payments
DRN-5314637 The complaint P, a company, complains that Prepay Technologies Ltd (‘Prepay’) won’t refund payments that happened as part of a scam. Mr L, a director of P, brings the complaint on P’s behalf. What happened The details of this complaint are well known to both parties, so I’ll... (3 pages)
View source decisionDRN-546939430 Dec 2025Upheld
Monzo Bank Ltd · Banking and Payments
DRN-5469394 The complaint Mr A complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. In bringing his complaint to this service Mr A is represented, but for ease of reading I will refer to Mr A throughout this dec... (4 pages)
View source decisionDRN-549138430 Dec 2025Not upheld
TSB Bank plc · Banking and Payments
DRN-5491384 The complaint Mr M complains that TSB Bank plc blocked his account. Mr M is also unhappy about the service TSB provided. What happened The background to this complaint is well known to both parties, so I will just outline key events here. Mr M has an account with TSB. On 1... (5 pages)
View source decisionDRN-556880630 Dec 2025Not upheld
Western Union Payment Services GB Limited · Banking and Payments
DRN-5568806 The complaint Mr D complains Western Union Payment Services GB Limited (WU) blocked his account and stopped a payment that had been sent to him by a relative without providing a proper explanation. Mr D is also unhappy about the service WU provided and how long it took to re... (4 pages)
View source decisionDRN-560636130 Dec 2025Upheld
Monzo Bank Ltd · Banking and Payments
DRN-5606361 The complaint Miss M complains that Monzo Bank Ltd (‘Monzo’) won’t refund her the money she lost after she fell victim to a scam. In bringing her complaint to this service Miss M is represented, but for ease of reading I will refer to Miss M throughout this decision. What ... (5 pages)
View source decision