What the Ombudsman actually decided
The Financial Ombudsman Service publishes every final decision it issues, and offers ten results a page with no way to filter by outcome. This site reads that record and reports the figure nobody publishes: how often each firm loses, and on what.
190,620banking decisions indexed
30.2%upheld, across decisions with a recorded outcome
190,616full texts read and classified
10firms with enough decisions to rank
Most-decided issues
| Issue | Decisions | Upheld | Rate |
|---|---|---|---|
| Irresponsible lending | 31,136 | 14,000 | 45.0% |
| Credit file reporting | 25,355 | 13,286 | 52.4% |
| Product mis-sold | 23,873 | 5,626 | 23.6% |
| Complaint handling | 20,793 | 7,453 | 35.8% |
| APP scam refund refused | 18,906 | 4,829 | 25.5% |
| Charges and fees | 18,312 | 5,869 | 32.1% |
| Service failure | 17,589 | 7,570 | 43.0% |
| Mortgage administration | 14,665 | 4,152 | 28.3% |
Firms by decision volume
| Firm | Decisions | Upheld | Uphold rate |
|---|---|---|---|
| Bank of Scotland Plc | 7,749 | 1,359 | 17.5% |
| Santander UK Plc | 7,375 | 1,871 | 25.4% |
| Lloyds Bank PLC | 6,823 | 1,231 | 18.0% |
| Barclays Bank Plc | 6,138 | 1,360 | 22.2% |
| Barclays Bank UK PLC | 6,129 | 1,711 | 27.9% |
| National Westminster Bank Plc | 5,986 | 1,217 | 20.3% |
| HSBC UK Bank Plc | 4,488 | 1,417 | 31.6% |
| Nationwide Building Society | 4,266 | 1,074 | 25.2% |
| HSBC Bank plc | 3,676 | 667 | 18.1% |
| Revolut Limited | 3,291 | 801 | 24.3% |
Firms with fewer than 30 decisions are not ranked — a rate over a handful of cases is noise, not a finding.
What these numbers are. Published final decisions are the cases that reached an ombudsman — they are not a random sample of complaints, and this uphold rate is not the same as the complaint-level rate a firm reports to the FCA. Both are shown side by side on each firm’s page. Full method.