Firms ›
The Royal Bank of Scotland Plc
157banking decisions
17.8%uphold rate
129not 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 | 157 | 17.8% |
| Payment protection insurance | 26 | — |
| Investments and pensions | 19 | — |
What this firm loses on
| Issue | Decisions | Upheld | Uphold rate |
|---|---|---|---|
| Charges and fees | 33 | 1 | 3.0% |
| Complaint handling | 28 | 7 | 25.0% |
| Mortgage administration | 22 | 5 | 22.7% |
| Service failure | 22 | 6 | 27.3% |
| Irresponsible lending | 20 | 0 | 0.0% |
| Treatment in financial difficulty | 19 | 2 | 10.5% |
| Credit file reporting | 17 | 4 | 23.5% |
| Support for vulnerable customers | 13 | 4 | 30.8% |
| Interest and rates | 12 | 2 | 16.7% |
| Funds blocked or frozen | 11 | 2 | 18.2% |
| Product mis-sold | 10 | 3 | 30.0% |
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 | 2025-H2 2025-07-01 to 2025-12-31 | 59.1% | 18,544 | 18,093 | — |
| FCA | 2025-H1 2025-01-01 to 2025-06-30 | 62.0% | 18,642 | 17,936 | — |
| FCA | 2024-H2 2024-07-01 to 2024-12-31 | 64.9% | 18,053 | 17,910 | — |
| FCA | 2024-H1 2024-01-01 to 2024-06-30 | 66.2% | 18,625 | 19,282 | — |
| FCA | 2023-H2 2023-07-01 to 2023-12-31 | 75.6% | 16,005 | 15,539 | — |
| FCA | 2023-H1 2023-01-01 to 2023-06-30 | 78.3% | 15,292 | 15,575 | — |
| FCA | 2022-H2 2022-07-01 to 2022-12-31 | 77.5% | 15,379 | 15,339 | — |
| FCA | 2022-H1 2022-01-01 to 2022-06-30 | 77.2% | 16,339 | 15,918 | — |
| FOS | 2025-H1 | 34.4% | — | — | 618 |
| FOS | 2024-H2 | 37.0% | — | — | 599 |
| FOS | 2024-H1 | 46.0% | — | — | 597 |
| FOS | 2023-H2 | 38.0% | — | — | 588 |
| FOS | 2023-H1 | 41.0% | — | — | 692 |
| FOS | 2022-H2 | 39.6% | — | — | 605 |
| FOS | 2022-H1 | 37.5% | — | — | 565 |
| FOS | 2021-H2 | 43.2% | — | — | 552 |
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 |
|---|---|---|
| 11 Nov 2014 | £217,000,000 | For failing to take reasonable care to organise and control its affairs responsibly and effectively with adequate risk management systems in relation to G10 spot FX voice trading in London. |
Context
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: 99.99%
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.