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Bank of Scotland gets most FOS complaints

Bank of Scotland received the most mortgage complaints in the first half of the year, according to new statistics published by the Financial Ombudsman Service.

BoS received 897 mortgage complaints in H1 2015 – a 15 per cent year-on-year fall. Of these complaints, the FOS upheld 32 per cent in favour of the customer.

Santander received the second most complaints, at 708, of which 38 per cent were upheld. This was a fall of 6 per cent year-on-year.

Legal & General, Barclays and Nationwide complete the top five in terms of mortgage complaints.

In total, there were over 6,000 complaints about mortgages.

Across all firms under the ombudsman’s remit the average rate of FOS decisions in favour of consumers was 57 per cent, ranging from 5 to 94 per cent across individual businesses.

The FOS publishes data only where it has received at least 30 new complaints and resolved at least 30 complaints in a six-month period. There were 222 businesses featured in the list, of which 22 were included for the first time.

There was an 8 per cent rise in new cases year-on-year, from 161,649 in H1 2014 to 173,994 this year. Over half (55 per cent) related to payment protection insurance, although this had fallen by 10 per cent from the previous period.

But complaints about other products increased by 45 per cent from 54,862 to 79,550. 

The FOS says this was mainly due to a rise in complaints about packaged bank accounts brought by claims management companies.

BoS topped the overall list of new complaints, with 20,288, followed by Barclays (20,021), Lloyds (19,818), HSBC (12,792) and NatWest (11,549).

Chief ombudsman Caroline Wayman (pictured) says: “It’s been seven years since the ombudsman first began to publish data about individual financial businesses. This has coincided with a period of volatility and challenge for much of the sector and this is still reflec-ted in the data we publish today.”

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