Premium: Gain Credit, Provident and Barclays see most credit complaints in H1

The figures released today (September 30) show Gain Credit received 3,920 new banking and credit grievances during H1, while Provident saw 3,536 and Barclays 3,399.

As the largest lender, Lloyds Banking Group received 4,884 complaints, but when divided across its lending brands the data shows that, during the first half of this year, 2,547 banking and credit complaints were made against Lloyds Bank, 1,812 came in against Bank of Scotland, just 285 were about MBNA and 240 were filed about Black Horse.

NatWest Group saw 2,458 banking and credit cases on its NatWest brand and 752 on Royal Bank of Scotland.

Banking and credit complaints H1 2020

Mortgages and home finance
Bank of Scotland had the highest new complaints about mortgages during H1 (560), Santander was second with 376 and Barclays Bank UK third with 372.

More generally, the figures show the financial ombudsman received a total of 118,035 new complaints of any kind from January to June this year – a 17% drop on the same period last year and the lowest level for at least seven years.

The uphold rate for banking and credit complaints was 49% for the first half of 2020. This is a decrease compared to 54% for these complaints in H2 2019, but it remains the highest uphold rate of any sector.

Average percentage of upheld complaints H1 2020

Shawbrook had the highest average for upheld banking and credit complaints (94%), while guarantor lender Amigo Loans was second (87%) and credit card provider Creation Consumer Finance was third (85%).