Issues ›
Bereavement and power of attorney
Handling of estates, deceased accounts, or attorney access.
1,290banking decisions on this issue
26.9%upheld where an outcome is recorded
11firms with 20+ decisions here
Rules the ombudsman applied
Derived from the rules actually cited in these decisions, ranked by how often they appear — not from an editorial view of which rules matter.
FCA DISP (Dispute Resolution) · cited in 51
How firms must handle complaints and how the Ombudsman decides them.
Equality Act 2010 · cited in 17
Duties toward customers with protected characteristics, including reasonable adjustments.
FCA Consumer Duty (PRIN 2A) · cited in 15
Requires firms to deliver good outcomes for retail customers.
Payment Services Regulations 2017 · cited in 14
Governs how payment firms must handle authorised and unauthorised payments, including liability for unauthorised transactions.
Consumer Credit Act 1974 · cited in 8
Consumer credit rights, including Section 75 joint liability for card purchases.
Money Laundering Regulations 2017 · cited in 5
Anti-money-laundering duties that drive account checks, freezes and closures.
Which firms lose on this
| Firm | Decisions | Upheld | Uphold rate |
|---|---|---|---|
| Santander UK Plc | 105 | 32 | 30.5% |
| Bank of Scotland Plc | 68 | 16 | 23.5% |
| Barclays Bank UK PLC | 65 | 24 | 36.9% |
| Lloyds Bank PLC | 59 | 20 | 33.9% |
| National Westminster Bank Plc | 55 | 16 | 29.1% |
| Nationwide Building Society | 49 | 10 | 20.4% |
| Barclays Bank Plc | 46 | 16 | 34.8% |
| National Savings and Investments | 37 | 17 | 45.9% |
| TSB Bank plc | 30 | 12 | 40.0% |
| HSBC UK Bank Plc | 27 | 9 | 33.3% |
| HSBC Bank plc | 26 | 5 | 19.2% |
Firms with fewer than 20 decisions on this issue are excluded — the rate would not mean anything.
In the ombudsman’s words
when he informed National Westminster Bank Plc his father had died
Mrs S complains that Barclays Bank Plc is unfairly and unreasonably demanding she pays the mortgage in full immediately following the death of her husband.
Mrs S, on behalf of the Estate of Mr S, complains about how HSBC UK Bank Plc dealt with Mr S’s accounts following his passing away.
Mr C held Power of Attorney to act on Miss S’ behalf.
Quotes are shown only where the exact wording was verified against the decision text.