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Bank of Scotland Plc
Legal entity: Bank of Scotland plc
FCA register status: Authorised — the FCA’s own status for this firm reference, not our finding. See the FCA’s own record on the Financial Services Register.
Companies House SC327000, incorporated September 2007
7,749banking decisions
17.5%uphold rate
6,390not upheld
Beyond banking
The figures above cover this firm’s banking, credit and mortgage decisions only. The Ombudsman also decided complaints about it in other sectors, which behave differently and are kept separate rather than averaged in.
| Sector | Decisions | Uphold rate |
|---|---|---|
| Banking, credit and mortgages — shown above | 7,749 | 17.5% |
| Payment protection insurance | 4,869 | 8.1% |
| Insurance (excluding PPI) | 662 | 44.1% |
| Investments and pensions | 289 | 27.3% |
What this firm loses on
| Issue | Decisions | Upheld | Uphold rate |
|---|---|---|---|
| Mortgage administration | 1,075 | 225 | 20.9% |
| Product mis-sold | 1,010 | 75 | 7.4% |
| Complaint handling | 999 | 279 | 27.9% |
| APP scam refund refused | 998 | 145 | 14.5% |
| Service failure | 820 | 269 | 32.8% |
| Charges and fees | 762 | 187 | 24.5% |
| Credit file reporting | 700 | 182 | 26.0% |
| Treatment in financial difficulty | 626 | 131 | 20.9% |
| Account closed or refused | 531 | 88 | 16.6% |
| Unauthorised transaction | 523 | 68 | 13.0% |
| Card dispute or chargeback | 497 | 70 | 14.1% |
| Irresponsible lending | 433 | 99 | 22.9% |
| Interest and rates | 373 | 61 | 16.4% |
| Support for vulnerable customers | 308 | 90 | 29.2% |
| Payment delayed or failed | 290 | 62 | 21.4% |
| Funds blocked or frozen | 252 | 78 | 31.0% |
| Data and privacy | 161 | 42 | 26.1% |
| Identity checks and access | 132 | 19 | 14.4% |
| Bereavement and power of attorney | 68 | 16 | 23.5% |
The official record
What the firm itself reports to the regulator, scoped to banking and credit complaints only. This is a different measure from the decisions above — it covers all complaints a firm received, not only those that reached an ombudsman. Firms report on periods set by the regulator, which are not always the calendar half-year the file was published under (shown below where they differ). No period-over-period change is calculated here — these are the reported figures only. See the scorecard for all three measures side by side.
| Source | Period | Upheld | Opened | Closed | New cases |
|---|---|---|---|---|---|
| FCA | 2025-H2 2025-07-01 to 2025-12-31 | 70.2% | 67,071 | 64,931 | — |
| FCA | 2025-H1 2025-01-01 to 2025-06-30 | 68.9% | 65,337 | 64,180 | — |
| FCA | 2024-H2 2024-07-01 to 2024-12-31 | 67.6% | 61,366 | 60,234 | — |
| FCA | 2024-H1 2024-01-01 to 2024-06-30 | 64.5% | 63,896 | 64,791 | — |
| FCA | 2023-H2 2023-07-01 to 2023-12-31 | 67.0% | 70,368 | 70,984 | — |
| FCA | 2023-H1 2023-01-01 to 2023-06-30 | 67.5% | 72,605 | 71,530 | — |
| FCA | 2022-H2 2022-07-01 to 2022-12-31 | 70.0% | 69,214 | 69,632 | — |
| FCA | 2022-H1 2022-01-01 to 2022-06-30 | 66.5% | 71,571 | 70,992 | — |
| FOS | 2025-H2 | 26.0% | — | — | 3,727 |
| FOS | 2025-H1 | 31.0% | — | — | 2,518 |
| FOS | 2024-H2 | 31.0% | — | — | 2,399 |
| FOS | 2024-H1 | 34.3% | — | — | 2,640 |
| FOS | 2023-H2 | 32.2% | — | — | 2,368 |
| FOS | 2023-H1 | 34.1% | — | — | 2,335 |
| FOS | 2022-H2 | 29.5% | — | — | 1,971 |
| FOS | 2022-H1 | 28.2% | — | — | 1,914 |
What the regulator did
FCA final notices naming this firm. This is a separate record from the Ombudsman decisions above: the Ombudsman resolves individual complaints, the FCA penalises the firm for rule breaches.
| Date | Penalty | Breach |
|---|---|---|
| 21 Jun 2019 | £45,500,000 | This final notice refers to breaches of PRIN 11 and SUP, relating to failing to be open and cooperative in the retail banking sector. We imposed a fine. |
Context
Current account switching
Net customers gained or lost through the switching service.
| Quarter | Gains | Losses | Net |
|---|---|---|---|
| Q1-2026 | 762 | 4,279 | -3,517 |
| Q4-2025 | 745 | 4,165 | -3,420 |
| Q2-2025 | 1,076 | 2,896 | -1,820 |
| Q1-2025 | 1,134 | 2,984 | -1,850 |
Open Banking API availability
Mean of the unweighted figure across endpoint categories, as published by Open Banking. Unweighted takes the worst endpoint per day, so it reflects what a customer hits rather than a volume-weighted average that healthy endpoints can carry.
2026-07: 100.00%
Decisions are attributed to a firm only where the decision text names it unambiguously. Where a name could refer to more than one firm, the decision is left unattributed rather than guessed, so these counts are a floor, not a total. Method.