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FCA DISP (Dispute Resolution)
How firms must handle complaints and how the Ombudsman decides them.
6,224banking decisions citing this rule
UKjurisdiction
The harms this rule produces
Issues most often decided in cases where this rule was cited.
| Issue | Decisions | Uphold rate |
|---|---|---|
| Product mis-sold | 3,033 | 12.5% |
| Irresponsible lending | 2,143 | 18.6% |
| Complaint handling | 872 | 25.2% |
| APP scam refund refused | 763 | 71.4% |
| Account closed or refused | 431 | 21.6% |
| Credit file reporting | 395 | 68.9% |
| Charges and fees | 279 | 33.7% |
| Funds blocked or frozen | 253 | 29.6% |
| Service failure | 222 | 48.6% |
| Card dispute or chargeback | 215 | 19.1% |
| Mortgage administration | 204 | 24.0% |
| Treatment in financial difficulty | 157 | 21.7% |