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Clydesdale Bank Plc
Legal entity: Clydesdale Bank Plc
Group: Virgin Money
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 SC001111, incorporated April 1882
1,809banking decisions
25.6%uphold rate
1,346not 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 | 1,809 | 25.6% |
| Payment protection insurance | 503 | 29.2% |
| Investments and pensions | 70 | 45.7% |
| Insurance (excluding PPI) | 11 | — |
What this firm loses on
| Issue | Decisions | Upheld | Uphold rate |
|---|---|---|---|
| Service failure | 276 | 119 | 43.1% |
| Complaint handling | 263 | 96 | 36.5% |
| Irresponsible lending | 241 | 69 | 28.6% |
| Product mis-sold | 234 | 44 | 18.8% |
| Mortgage administration | 191 | 46 | 24.1% |
| Charges and fees | 171 | 45 | 26.3% |
| Card dispute or chargeback | 156 | 45 | 28.8% |
| APP scam refund refused | 150 | 32 | 21.3% |
| Credit file reporting | 139 | 58 | 41.7% |
| Account closed or refused | 135 | 29 | 21.5% |
| Treatment in financial difficulty | 90 | 24 | 26.7% |
| Interest and rates | 82 | 22 | 26.8% |
| Payment delayed or failed | 77 | 25 | 32.5% |
| Unauthorised transaction | 67 | 20 | 29.9% |
| Support for vulnerable customers | 61 | 26 | 42.6% |
| Funds blocked or frozen | 61 | 14 | 23.0% |
| Identity checks and access | 36 | 8 | 22.2% |
| Data and privacy | 22 | 5 | 22.7% |
| Bereavement and power of attorney | 11 | 4 | 36.4% |
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 2025-04-01 to 2025-09-30 | 64.1% | 31,993 | 32,307 | — |
| FCA | 2025-H1 2024-10-01 to 2025-03-31 | 66.2% | 29,819 | 33,450 | — |
| FCA | 2024-H2 2024-04-01 to 2024-09-30 | 72.5% | 35,191 | 32,947 | — |
| FCA | 2024-H1 2023-10-01 to 2024-03-31 | 71.9% | 32,221 | 31,343 | — |
| FCA | 2023-H2 2023-04-01 to 2023-09-30 | 71.5% | 31,758 | 32,896 | — |
| FCA | 2023-H1 2022-10-01 to 2023-03-31 | 80.4% | 32,150 | 43,800 | — |
| FCA | 2022-H2 2022-04-01 to 2022-09-30 | 79.5% | 32,429 | 26,165 | — |
| FCA | 2022-H1 2021-10-01 to 2022-03-31 | 76.2% | 28,395 | 23,802 | — |
| FOS | 2025-H2 | 27.1% | — | — | 1,577 |
| FOS | 2025-H1 | 31.8% | — | — | 1,065 |
| FOS | 2024-H2 | 32.0% | — | — | 839 |
| FOS | 2024-H1 | 39.5% | — | — | 744 |
| FOS | 2023-H2 | 37.7% | — | — | 798 |
| FOS | 2023-H1 | 42.0% | — | — | 1,240 |
| FOS | 2022-H2 | 36.0% | — | — | 1,081 |
| FOS | 2022-H1 | 33.4% | — | — | 741 |
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 |
|---|---|---|
| 14 Apr 2015 | £20,678,300 | For breaching Principle 6 of the Authority's Principles. |
| 24 Sept 2013 | £8,904,000 | For failing to treat its mortgage customers fairly. |
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.