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Citibank UK Limited
Legal entity: Citibank UK Limited
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 11283101, incorporated March 2018
67banking decisions
47.8%uphold rate
35not 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 | 67 | 47.8% |
| Investments and pensions | 13 | — |
| Payment protection insurance | 2 | — |
What this firm loses on
| Issue | Decisions | Upheld | Uphold rate |
|---|---|---|---|
| Payment delayed or failed | 17 | 10 | 58.8% |
| Account closed or refused | 16 | 4 | 25.0% |
| APP scam refund refused | 11 | 7 | 63.6% |
| Complaint handling | 11 | 7 | 63.6% |
| Service failure | 11 | 7 | 63.6% |
| Charges and fees | 10 | 5 | 50.0% |
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 | 2024-H2 2024-07-01 to 2024-12-31 | 11.3% | 730 | 758 | — |
| FCA | 2024-H1 2024-01-01 to 2024-06-30 | 10.8% | 1,808 | 1,807 | — |
| FCA | 2023-H2 2023-07-01 to 2023-12-31 | 7.5% | 5,032 | 5,067 | — |
| FCA | 2023-H1 2023-01-01 to 2023-06-30 | 4.7% | 7,571 | 7,607 | — |
| FCA | 2022-H2 2022-07-01 to 2022-12-31 | 7.0% | 9,776 | 9,996 | — |
| FCA | 2022-H1 2022-01-01 to 2022-06-30 | 13.4% | 5,814 | 5,633 | — |
| FCA | 2021-H2 2021-07-01 to 2021-12-31 | 18.5% | 3,444 | 3,443 | — |
| FCA | 2021-H1 01-01-2021 to 30-06-2021 | 21.7% | 1,733 | 1,699 | — |
| FOS | 2024-H1 | 30.0% | — | — | 30 |
| FOS | 2023-H2 | 49.0% | — | — | 44 |
| FOS | 2023-H1 | 35.9% | — | — | 80 |
| FOS | 2022-H2 | 50.9% | — | — | 94 |
Context
Current account switching
Net customers gained or lost through the switching service.
| Quarter | Gains | Losses | Net |
|---|---|---|---|
| Q1-2025 | 0 | 2 | -2 |
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.