# Bank Conduct Index > What the UK Financial Ombudsman actually decided: uphold rates by firm and by issue, built from published final decisions, with the regulations each decision cited. The Financial Ombudsman Service publishes every final decision it issues but offers only ten results a page with no way to filter by outcome. This site reads that record and reports the figure nobody publishes: how often each firm loses, and on what. Corpus: 190,620 decisions; 2,176 firms with attributed decisions; 30.2% upheld across decisions with a recorded outcome. ## How to read these figures - Every headline figure covers BANKING, CREDIT AND MORTGAGE decisions only. The Ombudsman also decides insurance, PPI and investment complaints, which behave differently (banking upholds ~30%, PPI ~28%, insurance ~39%, investments ~44%) and are shown separately rather than averaged in. Do not compare a figure here against a whole-corpus figure elsewhere. - An outcome is taken from the Ombudsman's own published classification, never inferred from the text of a decision. - Published final decisions are contested cases that reached an ombudsman. They are NOT a random sample of complaints, and this uphold rate is not the same as the complaint-level rate a firm reports to the FCA. Both are shown, labelled, on firm pages. - No rate is published for a firm with fewer than 30 decisions carrying a recorded outcome, or for an issue with fewer than 20. - A decision counts toward a firm only where the text names it unambiguously, so firm counts are a floor, not a total. - Dates are derived from the consumer's acceptance deadline, which FOS sets about a month after the decision. Reliable at year scale, not month scale. - This site reports what was decided. It does not predict any future decision and is not legal advice. ## Core pages - [Method](https://bankconductindex.com/method): where every figure comes from and what it does not mean. - [What are my odds](https://bankconductindex.com/odds): uphold rate and typical award for an issue and firm. - [Trends](https://bankconductindex.com/trends): caseload and uphold rate by year. - [Compare firms](https://bankconductindex.com/compare): two firms side by side. - [Issues](https://bankconductindex.com/harm) · [Firms](https://bankconductindex.com/bank) · [Rules](https://bankconductindex.com/rule) - [API](https://bankconductindex.com/developers): JSON endpoints for this data. ## Issues - [Irresponsible lending](https://bankconductindex.com/harm/irresponsible-lending): Credit granted without adequate affordability or creditworthiness checks. 31,136 decisions. - [Credit file reporting](https://bankconductindex.com/harm/credit-file): Incorrect or unfair information reported to credit reference agencies. 25,355 decisions. - [Product mis-sold](https://bankconductindex.com/harm/mis-selling): Product sold that was unsuitable, or sold on an incorrect basis. 23,873 decisions. - [Complaint handling](https://bankconductindex.com/harm/complaint-handling): How the firm handled the complaint itself, including delays and poor responses. 20,793 decisions. - [APP scam refund refused](https://bankconductindex.com/harm/app-fraud-refund): Customer tricked into authorising a payment to a fraudster; the firm declined or reduced reimbursement. 18,906 decisions. - [Charges and fees](https://bankconductindex.com/harm/charges-fees): Fees, overdraft charges or penalties the customer says were unfair or unexplained. 18,312 decisions. - [Service failure](https://bankconductindex.com/harm/service-failure): Errors, delays and poor communication that do not fit a more specific category. 17,589 decisions. - [Mortgage administration](https://bankconductindex.com/harm/mortgage-admin): Mortgage servicing: statements, product transfers, term changes, redemption. 14,665 decisions. - [Account closed or refused](https://bankconductindex.com/harm/account-closure): Account closed, or an application refused, with inadequate notice or explanation. 12,364 decisions. - [Treatment in financial difficulty](https://bankconductindex.com/harm/arrears-forbearance): How the firm handled arrears, forbearance, or a customer in hardship. 11,224 decisions. - [Card dispute or chargeback](https://bankconductindex.com/harm/card-dispute): Chargeback and Section 75 claims about goods or services not received or not as described. 10,051 decisions. - [Unauthorised transaction](https://bankconductindex.com/harm/unauthorised-payment): Payments the customer says they did not authorise at all, including card and account takeover. 8,408 decisions. - [Interest and rates](https://bankconductindex.com/harm/interest-rates): Rate changes, interest wrongly applied, or rate terms not honoured. 7,490 decisions. - [Payment delayed or failed](https://bankconductindex.com/harm/payment-delay): Transfers or payments that were late, failed, or sent to the wrong place. 6,872 decisions. - [Funds blocked or frozen](https://bankconductindex.com/harm/account-freeze): Account or funds restricted while the firm carried out checks. 6,397 decisions. - [Support for vulnerable customers](https://bankconductindex.com/harm/vulnerability): Failure to recognise or support a customer in vulnerable circumstances. 5,853 decisions. - [Identity checks and access](https://bankconductindex.com/harm/identity-access): Customer locked out, or blocked by identity or verification requirements. 3,026 decisions. - [Data and privacy](https://bankconductindex.com/harm/data-privacy): Handling of personal data, disclosure, or records. 2,651 decisions. - [Bereavement and power of attorney](https://bankconductindex.com/harm/bereavement-poa): Handling of estates, deceased accounts, or attorney access. 1,290 decisions. ## Regulations cited - [Consumer Credit Act 1974](https://bankconductindex.com/rule/cca-1974): Consumer credit rights, including Section 75 joint liability for card purchases. Cited in 22,335 decisions. - [Payment Services Regulations 2017](https://bankconductindex.com/rule/psrs-2017): Governs how payment firms must handle authorised and unauthorised payments, including liability for unauthorised transactions. Cited in 8,474 decisions. - [FCA CONC (Consumer Credit sourcebook)](https://bankconductindex.com/rule/conc): Conduct rules for consumer credit, including affordability and arrears handling. Cited in 6,640 decisions. - [CRM Code (APP scam reimbursement)](https://bankconductindex.com/rule/crm-code): Voluntary code on reimbursing victims of authorised push payment scams, superseded for in-scope payments by the PSR requirement. Cited in 6,521 decisions. - [FCA DISP (Dispute Resolution)](https://bankconductindex.com/rule/disp): How firms must handle complaints and how the Ombudsman decides them. Cited in 6,224 decisions. - [FCA Consumer Duty (PRIN 2A)](https://bankconductindex.com/rule/consumer-duty): Requires firms to deliver good outcomes for retail customers. Cited in 1,881 decisions. - [Equality Act 2010](https://bankconductindex.com/rule/eqa-2010): Duties toward customers with protected characteristics, including reasonable adjustments. Cited in 1,229 decisions. - [Financial Services and Markets Act 2000](https://bankconductindex.com/rule/fsma-2000): The statute that creates the FCA and the Financial Ombudsman Service. Cited in 772 decisions. - [UK GDPR / Data Protection Act 2018](https://bankconductindex.com/rule/uk-gdpr): Personal-data duties, including accuracy of records shared with credit reference agencies. Cited in 297 decisions. - [PSR APP reimbursement requirement](https://bankconductindex.com/rule/app-reimbursement): From 7 October 2024, in-scope APP scam victims must be reimbursed by default. Cited in 245 decisions. - [Money Laundering Regulations 2017](https://bankconductindex.com/rule/mlr-2017): Anti-money-laundering duties that drive account checks, freezes and closures. Cited in 215 decisions. - [FCA BCOBS (Banking Conduct of Business)](https://bankconductindex.com/rule/bcobs): Conduct rules for retail banking services. Cited in 192 decisions. ## Most-decided firms - [Bank of Scotland Plc](https://bankconductindex.com/bank/bank-of-scotland-plc): 7,749 decisions. - [Santander UK Plc](https://bankconductindex.com/bank/santander-uk-plc): 7,375 decisions. - [Lloyds Bank PLC](https://bankconductindex.com/bank/lloyds-bank-plc): 6,823 decisions. - [Barclays Bank Plc](https://bankconductindex.com/bank/barclays-bank-plc): 6,138 decisions. - [Barclays Bank UK PLC](https://bankconductindex.com/bank/barclays-bank-uk-plc): 6,129 decisions. - [National Westminster Bank Plc](https://bankconductindex.com/bank/national-westminster-bank-plc): 5,987 decisions. - [HSBC UK Bank Plc](https://bankconductindex.com/bank/hsbc-uk-bank-plc): 4,488 decisions. - [Nationwide Building Society](https://bankconductindex.com/bank/nationwide-building-society): 4,266 decisions. - [HSBC Bank plc](https://bankconductindex.com/bank/hsbc-bank-plc): 3,676 decisions. - [Revolut Limited](https://bankconductindex.com/bank/revolut-limited): 3,291 decisions. - [TSB Bank plc](https://bankconductindex.com/bank/tsb-bank-plc): 2,681 decisions. - [MONZO BANK LIMITED](https://bankconductindex.com/bank/monzo-bank-limited): 2,448 decisions. - [NewDay Ltd](https://bankconductindex.com/bank/newday-ltd): 2,094 decisions. - [Clydesdale Bank Plc](https://bankconductindex.com/bank/clydesdale-bank-plc): 1,809 decisions. - [Tesco Personal Finance Limited](https://bankconductindex.com/bank/tesco-personal-finance-limited): 1,369 decisions. - [Vanquis Bank Limited](https://bankconductindex.com/bank/vanquis-bank-limited): 1,177 decisions. - [Shawbrook Bank Limited](https://bankconductindex.com/bank/shawbrook-bank-limited): 1,163 decisions. - [MBNA Limited](https://bankconductindex.com/bank/mbna-limited): 1,162 decisions. - [American Express Services Europe Limited](https://bankconductindex.com/bank/american-express-services-europe-limited): 1,029 decisions. - [Capital One (Europe) plc](https://bankconductindex.com/bank/capital-one-europe-plc): 962 decisions. - [Casheuronet UK LLC](https://bankconductindex.com/bank/casheuronet-uk-llc): 960 decisions. - [Metro Bank PLC](https://bankconductindex.com/bank/metro-bank-plc): 882 decisions. - [Co-operative Bank Financial Advisers Limited](https://bankconductindex.com/bank/co-operative-bank-financial-advisers-limited): 861 decisions. - [Starling Bank Limited](https://bankconductindex.com/bank/starling-bank-limited): 820 decisions. - [Halifax Limited](https://bankconductindex.com/bank/halifax-limited): 818 decisions. - [MONEYBARN NO.1 LIMITED](https://bankconductindex.com/bank/moneybarn-no-1-limited): 772 decisions. - [NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY](https://bankconductindex.com/bank/national-westminster-bank-public-limited-company): 721 decisions. - [Creation Consumer Finance Limited](https://bankconductindex.com/bank/creation-consumer-finance-limited): 680 decisions. - [Wise Payments Limited](https://bankconductindex.com/bank/wise-payments-limited): 657 decisions. - [Shop Direct Finance Company Limited](https://bankconductindex.com/bank/shop-direct-finance-company-limited): 643 decisions. - [Black Horse Limited](https://bankconductindex.com/bank/black-horse-limited): 618 decisions. - [Gain Credit LLC](https://bankconductindex.com/bank/gain-credit-llc): 611 decisions. - [Madison CF UK Limited](https://bankconductindex.com/bank/madison-cf-uk-limited): 601 decisions. - [WDFC UK Limited](https://bankconductindex.com/bank/wdfc-uk-limited): 589 decisions. - [Loans 2 Go Limited](https://bankconductindex.com/bank/loans-2-go-limited): 584 decisions. - [Everyday Lending Limited](https://bankconductindex.com/bank/everyday-lending-limited): 583 decisions. - [Bank of Ireland (UK) Plc](https://bankconductindex.com/bank/bank-of-ireland-uk-plc): 583 decisions. - [Volkswagen Financial Services (UK) Limited](https://bankconductindex.com/bank/volkswagen-financial-services-uk-limited): 581 decisions. - [Sainsbury's Bank Plc](https://bankconductindex.com/bank/sainsbury-s-bank-plc): 515 decisions. - [Clydesdale Financial Services Limited](https://bankconductindex.com/bank/clydesdale-financial-services-limited): 507 decisions. - [BMW Financial Services(GB) Limited](https://bankconductindex.com/bank/bmw-financial-services-gb-limited): 463 decisions. - [PDL Finance Limited](https://bankconductindex.com/bank/pdl-finance-limited): 462 decisions. - [Provident Personal Credit Limited](https://bankconductindex.com/bank/provident-personal-credit-limited): 460 decisions. - [Virgin Money plc](https://bankconductindex.com/bank/virgin-money-plc): 410 decisions. - [Zopa Bank Limited](https://bankconductindex.com/bank/zopa-bank-limited): 400 decisions. - [NRAM Limited](https://bankconductindex.com/bank/nram-limited): 391 decisions. - [Lending Stream Limited](https://bankconductindex.com/bank/lending-stream-limited): 384 decisions. - [Mercedes-Benz Financial Services UK Limited](https://bankconductindex.com/bank/mercedes-benz-financial-services-uk-limited): 371 decisions. - [Elevate Credit International Limited](https://bankconductindex.com/bank/elevate-credit-international-limited): 360 decisions. - [MotoNovo Finance Limited](https://bankconductindex.com/bank/motonovo-finance-limited): 346 decisions. - [Uncle Buck Finance LLP](https://bankconductindex.com/bank/uncle-buck-finance-llp): 343 decisions. - [J.P. Morgan Europe Limited](https://bankconductindex.com/bank/j-p-morgan-europe-limited): 342 decisions. - [MEM Consumer Finance Limited](https://bankconductindex.com/bank/mem-consumer-finance-limited): 337 decisions. - [Lloyds TSB Bank Plc](https://bankconductindex.com/bank/lloyds-tsb-bank-plc): 334 decisions. - [National Savings and Investments](https://bankconductindex.com/bank/national-savings-and-investments): 329 decisions. - [Yorkshire Building Society](https://bankconductindex.com/bank/yorkshire-building-society): 327 decisions. - [Mitsubishi HC Capital UK Plc](https://bankconductindex.com/bank/mitsubishi-hc-capital-uk-plc): 323 decisions. - [Close Brothers Limited](https://bankconductindex.com/bank/close-brothers-limited): 318 decisions. - [Lendable Ltd](https://bankconductindex.com/bank/lendable-ltd): 313 decisions. - [Santander Consumer (UK) Plc](https://bankconductindex.com/bank/santander-consumer-uk-plc): 308 decisions. ## Optional - [Full content](https://bankconductindex.com/llms-full.txt): the same map with per-firm and per-issue figures. - [AI usage policy](https://bankconductindex.com/ai.txt)