Bank of Scotland tops FOS mortgage complaints list


Bank of Scotland was the most complained-about mortgage firm in the second half of 2015, according to the Financial Ombudsman Service.

The firm had 638 complaints logged with the FOS in the period, with 26 per cent upheld. The number was down 37 per cent from 1,004 in the same period of 2014.

Santander was the second most complained-about firm, with 512 grievances logged and 65 per cent upheld. This compares to 572 in the second half of 2014.

Barclays was the third most complained-about mortgage firm, with 420 complaints registered and 40 per cent upheld. The firm got 40 per cent fewer complaints than the 590 logged in the same period of 2014.

Sesame was the most complained about advice firm during the period, receiving 116 new complaints, down 33 per cent from 172 in the first six months of 2015.

Some 27 per cent of complaints against Sesame were resolved in favour of the consumer.

Openwork was next on the advice list with 79 new complaints, down 29 per cent from 111 in the first half of the year. The uphold rate against Openwork was 19 per cent.

Interactive Investor, the online platform, was subject to 63 complaints, down 17 per cent from 76 in the first six months. However, the uphold rate was 71 per cent – far higher than the average among other financial services firms.

In total the Ombudsman received 164,347 complaints in the final six months of 2015, down 6 per cent on the previous period.

Excluding PPI complaints, the total figure was 71,663 – down 10 per cent.

The average uphold rate was 53 per cent, ranging from 5 per cent to 97 per cent across individual businesses.

Bank of Scotland was the subject of the most individual complaints (22,089), followed by Lloyds (21,304) and Barclays (17,781).