Issues ›
Interest and rates
Rate changes, interest wrongly applied, or rate terms not honoured.
7,490banking decisions on this issue
20.4%upheld where an outcome is recorded
39firms 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.
Consumer Credit Act 1974 · cited in 320
Consumer credit rights, including Section 75 joint liability for card purchases.
FCA DISP (Dispute Resolution) · cited in 145
How firms must handle complaints and how the Ombudsman decides them.
FCA Consumer Duty (PRIN 2A) · cited in 94
Requires firms to deliver good outcomes for retail customers.
FCA CONC (Consumer Credit sourcebook) · cited in 89
Conduct rules for consumer credit, including affordability and arrears handling.
FCA BCOBS (Banking Conduct of Business) · cited in 50
Conduct rules for retail banking services.
Equality Act 2010 · cited in 24
Duties toward customers with protected characteristics, including reasonable adjustments.
Which firms lose on this
Firms with fewer than 20 decisions on this issue are excluded — the rate would not mean anything.
In the ombudsman’s words
Mr H complains that TSB Bank plc has reduced the interest rate payable on his current account, having previously said that it wouldn’t do so.
suppressed the accrual of interest on the outstanding loan balance
gave her false information about what interest rate she would receive
the interest charged was correct
Quotes are shown only where the exact wording was verified against the decision text.