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John Lewis Financial Services Limited
129banking decisions
32.6%uphold rate
87not 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 | 129 | 32.6% |
| Insurance (excluding PPI) | 2 | — |
What this firm loses on
| Issue | Decisions | Upheld | Uphold rate |
|---|---|---|---|
| Card dispute or chargeback | 43 | 16 | 37.2% |
| Complaint handling | 33 | 10 | 30.3% |
| Credit file reporting | 19 | 8 | 42.1% |
| Service failure | 17 | 6 | 35.3% |
| Charges and fees | 14 | 3 | 21.4% |
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 |
|---|---|---|---|---|---|
| FOS | 2023-H2 | 35.6% | — | — | 33 |
| FOS | 2023-H1 | 45.8% | — | — | 89 |
| FOS | 2022-H2 | 53.8% | — | — | 118 |
| FOS | 2022-H1 | 50.5% | — | — | 117 |
| FOS | 2021-H2 | 58.2% | — | — | 130 |
| FOS | 2021-H1 | 52.6% | — | — | 329 |
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.