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Cumberland Building Society
Legal entity: Cumberland Building Society
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.
23banking decisions
—uphold rate (too few to publish)
18not upheld
Only 23 decisions carry a recorded outcome for this firm. That is too few to publish a rate, so none is shown — a percentage over a handful of cases would be noise presented as a finding.
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 |
|---|---|---|
| Payment protection insurance | 40 | 35.0% |
| Banking, credit and mortgages — shown above | 23 | — |
| Investments and pensions | 2 | — |
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 | 2023-H1 2022-10-01 to 2023-03-31 | 80.0% | 472 | 441 | — |
| FCA | 2019-H2 01 April 2019 to 30 September 2019 | 58.1% | 58 | 62 | — |
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.