Issues ›
Data and privacy
Handling of personal data, disclosure, or records.
2,651banking decisions on this issue
27.3%upheld where an outcome is recorded
18firms 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.
UK GDPR / Data Protection Act 2018 · cited in 123
Personal-data duties, including accuracy of records shared with credit reference agencies.
FCA DISP (Dispute Resolution) · cited in 79
How firms must handle complaints and how the Ombudsman decides them.
Consumer Credit Act 1974 · cited in 44
Consumer credit rights, including Section 75 joint liability for card purchases.
Equality Act 2010 · cited in 36
Duties toward customers with protected characteristics, including reasonable adjustments.
FCA CONC (Consumer Credit sourcebook) · cited in 29
Conduct rules for consumer credit, including affordability and arrears handling.
Payment Services Regulations 2017 · cited in 13
Governs how payment firms must handle authorised and unauthorised payments, including liability for unauthorised transactions.
Which firms lose on this
| Firm | Decisions | Upheld | Uphold rate |
|---|---|---|---|
| Bank of Scotland Plc | 161 | 42 | 26.1% |
| Lloyds Bank PLC | 133 | 34 | 25.6% |
| Barclays Bank Plc | 125 | 32 | 25.6% |
| Santander UK Plc | 121 | 45 | 37.2% |
| Barclays Bank UK PLC | 109 | 42 | 38.5% |
| National Westminster Bank Plc | 91 | 22 | 24.2% |
| Nationwide Building Society | 85 | 21 | 24.7% |
| TSB Bank plc | 67 | 27 | 40.3% |
| Equifax Limited | 62 | 30 | 48.4% |
| HSBC UK Bank Plc | 56 | 19 | 33.9% |
| HSBC Bank plc | 51 | 12 | 23.5% |
| Experian Limited | 32 | 4 | 12.5% |
| MONZO BANK LIMITED | 30 | 10 | 33.3% |
| Halifax Limited | 28 | 4 | 14.3% |
| Clydesdale Bank Plc | 22 | 5 | 22.7% |
| Co-operative Bank Financial Advisers Limited | 21 | 7 | 33.3% |
| TRANSUNION INTERNATIONAL UK LIMITED | 21 | 17 | 81.0% |
| Metro Bank PLC | 20 | 8 | 40.0% |
Firms with fewer than 20 decisions on this issue are excluded — the rate would not mean anything.
In the ombudsman’s words
disclosed details of her current account and loan account with it to a close family member (Mr C) without her knowledge or authority
failed to keep her financial information private
it was a breach of data protection for Lloyds to contact her husband about her complaint
Mr B complains that Lloyds Bank PLC (“Lloyds”) disclosed detrimental information it shouldn’t have disclosed.
Quotes are shown only where the exact wording was verified against the decision text.