complaints data – showing individual financial businesses

The two tables of figures on this page cover the six months from 1 January and 30 June 2009. The figures will help people to see how individual financial businesses handled their customer complaints. The tables show:

  • new cases
    The number of new cases received by the ombudsman service in this six-month period – from consumers dissatisfied with the financial business’s response to their complaint. This number is likely to reflect the size of the business involved.
  • resolved cases
    The percentage of resolved cases where the ombudsman service made a change in favour of the consumer. This change could range from £1 to £100,000.

These figures cover financial businesses only where we received at least 30 new cases and resolved at least 30 cases during the six-month period from 1 January and 30 June 2009. Complaints relating to these businesses made up 90% of the total number of cases handled by the ombudsman service in this period.

can't find the name you're looking for?

Businesses are listed in these tables under the official name by which they are regulated. But they may also operate under different brands or trading names. Check the name you’re looking for to find any related business name under which complaints data might be listed.

See our special FAQs for answers to the most frequently-asked questions about our complaints data.

time lags and complaints

There is a time lag between our receiving a new case and our resolving it. So resolved cases during a period are not all the same as the new cases received in that period. The time lag varies from case to case. This means the figures for the outcome of cases in a single period may not, on their own, be significant – but the trend over several periods could be.

Cases that have taken longer to resolve may not necessarily reflect the most recent complaints-handling performance of a financial business. And some cases may relate to things done by a predecessor business that has been taken over by the business against which the complaint is now recorded.

sorting tables by different headings
Click the sort button symbol at the top of the relevant column to sort the figures in the tables.
business name
sort button		 business group
sort button		 total number of new cases received
sort button 		number of new cases - by complaint category
banking and credit
sort button		 mortgages and home finance
sort button		 general insurance
sort button		 investments
sort button		 life & pensions and decumulation
sort button
Abbey Life Assurance Company Limited No Group 188 0 0 11 8 169
Abbey National plc Abbey 2493 1744 299 236 118 96
Acromas Insurance Company Limited No Group 49 0 0 49 0 0
AIB Group (UK) Plc No Group 90 61 6 21 2 0
AIG UK Limited No Group 243 0 0 243 0 0
Alliance & Leicester Plc Abbey 1786 962 116 544 150 14
Allianz Insurance Plc Allianz Cornhill Group 200 0 0 198 0 2
American Express Services Europe Limited No Group 94 83 0 11 0 0
Automobile Association Insurance Services Limited No Group 58 0 0 58 0 0
Aviva Health UK Limited AVIVA 35 0 0 35 0 0
Aviva Insurance UK Limited AVIVA 678 0 0 669 5 4
Aviva Life & Pensions UK Limited AVIVA 334 1 5 27 60 241
Aviva Life Services UK Limited AVIVA 119 1 3 15 45 55
AXA Insurance UK Plc AXA 513 0 0 513 0 0
AXA PPP Healthcare Limited AXA 59 0 0 59 0 0
AXA Sun Life Plc AXA 141 0 0 26 50 65
AXA Sun Life Services Plc AXA 125 1 0 18 57 49
Bank of Scotland plc Lloyds 5804 3097 563 1227 744 173
Barclays Bank Plc Barclays 8283 5226 371 2085 472 129
Barclays Stockbrokers Limited Barclays 67 0 0 0 66 1
BISL Limited No Group 106 0 0 106 0 0
Black Horse Limited Lloyds 1009 167 5 836 0 1
BMW Financial Services(GB) Limited No Group 46 46 0 0 0 0
Bradford & Bingley Plc Bradford & Bingley 174 43 55 22 17 37
BRIT Insurance Limited No Group 42 0 0 42 0 0
Britannia Building Society Britannia 128 42 40 18 12 16
BUPA Insurance Limited BUPA 52 0 0 52 0 0
Canada Life Limited Canada Life 57 0 0 12 4 41
Capital One Bank (Europe) plc Capital One 1744 1414 0 330 0 0
Chelsea Building Society Chelsea Building Society 49 5 38 3 3 0
Cheltenham & Gloucester plc Lloyds 215 25 159 13 4 14
Churchill Insurance Company Limited Royal Bank Of Scotland 350 0 0 350 0 0
CIS General Insurance Limited The Co-operative Insurance 61 0 0 54 2 5
Citibank International plc Citibank 72 65 0 5 2 0
CitiFinancial Europe Plc Citibank 725 513 5 207 0 0
Clydesdale Bank Plc National Australia Group 854 342 54 408 40 10
Clydesdale Financial Services Limited Barclays 254 247 0 7 0 0
CompuCredit UK Limited No Group 41 41 0 0 0 0
Co-operative Insurance Society Limited The Co-operative 290 1 2 113 48 126
Countrywide Assured Plc No Group 92 0 0 8 2 82
DAS Legal Expenses Insurance Company Limited No Group 69 0 0 69 0 0
Direct Line Insurance Plc Royal Bank Of Scotland 575 0 0 575 0 0
Domestic & General Insurance Plc Domestic & General Insurance PLC 55 0 0 55 0 0
Egg Banking Plc Citibank 912 427 4 481 0 0
Equiniti Financial Services Limited No Group 51 2 0 0 49 0
esure Insurance Limited Lloyds 49 0 0 49 0 0
EUI Limited Admiral Group 124 0 0 124 0 0
Europ Assistance Holdings Limited No Group 98 0 0 98 0 0
Europ Assistance Insurance Limited No Group 35 0 0 35 0 0
Firstplus Financial Group Plc Barclays 452 76 32 344 0 0
Fortis Insurance Limited Fortis Insurance Limited 74 0 0 74 0 0
Friends Provident Life and Pensions Limited Friends Provident 188 0 0 31 17 140
GE Money Consumer Lending Limited General Electric 144 90 9 45 0 0
GE Money Home Lending Limited General Electric 132 36 47 49 0 0
GMAC-RFC Ltd No Group 54 1 53 0 0 0
Great Lakes Reinsurance (UK) Plc No Group 63 0 0 63 0 0
Groupama Insurance Company Limited Groupama 52 0 0 52 0 0
Guardian Assurance Plc Aegon Group 94 0 0 3 2 89
Halifax Insurance Ireland Ltd Lloyds 74 0 0 74 0 0
Hastings Insurance Services Ltd No Group 35 0 0 35 0 0
HFC Bank Limited HSBC 606 188 1 417 0 0
Homeserve Membership Limited No Group 107 0 0 107 0 0
HSBC Bank plc HSBC 2177 1236 106 621 167 47
ING Direct N.V. No Group 92 87 3 0 2 0
Inter Partner Assistance No Group 193 0 0 193 0 0
Kensington Mortgage Company Limited No Group 70 8 57 5 0 0
Legal & General Assurance Society Limited Legal & General 397 0 0 48 128 221
Legal & General Insurance Limited Legal & General 297 0 0 296 0 1
Legal & General Partnership Services Limited Legal & General 54 0 23 31 0 0
Lincoln Assurance Limited No Group 115 0 0 13 10 92
Liverpool Victoria Friendly Society Limited Liverpool Victoria Group 77 2 0 34 14 27
Liverpool Victoria Insurance Company Limited Liverpool Victoria Group 135 0 0 135 0 0
Lloyds TSB Bank Plc Lloyds 6947 3139 48 3466 161 133
Lloyds TSB General Insurance Limited Lloyds 255 0 0 255 0 0
Lloyds TSB Insurance Services Limited Lloyds 133 1 0 132 0 0
Lloyds TSB Private Banking Ltd Lloyds 144 3 2 0 132 7
Loans.co.uk Ltd Loans.co.uk 220 1 0 219 0 0
London and Edinburgh Insurance Company Limited AVIVA 63 0 0 63 0 0
London Life Limited Pearl Group 34 0 0 3 2 29
Mandrake Associates Limited No Group 50 0 0 0 1 49
Marks & Spencer Financial Services plc HSBC 186 99 0 85 2 0
MBNA Europe Bank Limited MBNA 2298 1065 0 1233 0 0
MMA Insurance Plc No Group 46 0 0 46 0 0
Mortgage Express Bradford & Bingley 84 0 84 0 0 0
National House-Building Council No Group 66 0 0 66 0 0
National Westminster Bank Plc Royal Bank Of Scotland 2379 1599 106 582 61 31
Nationwide Building Society Nationwide 1149 595 191 227 82 54
Nemo Personal Finance Limited NEMO 69 11 2 56 0 0
Northern Rock Plc Northern Rock 593 49 108 430 2 4
PayPal Sarl & Cie, SCA No Group 205 205 0 0 0 0
Pearl Assurance Public Limited Company Pearl Group 133 0 3 10 12 108
Phoenix Life Limited Pearl Group 508 0 0 41 52 415
Pinnacle Insurance Plc Pinnacle Insurance PLC 97 0 0 97 0 0
Preferred Mortgages Limited No Group 31 0 29 2 0 0
Professional Travel Insurance Company Limited No Group 38 0 0 38 0 0
Quinn Insurance Limited No Group 67 0 0 67 0 0
RCI Financial Services Limited No Group 41 37 0 4 0 0
Royal & Sun Alliance Insurance Plc Royal & Sun Alliance 372 0 0 372 0 0
Sainsbury's Bank Plc Lloyds 80 65 0 15 0 0
Santander Asset Management UK Limited Santander Asset Management UK 39 0 0 0 39 0
Santander Cards UK Limited No Group 415 322 3 90 0 0
Scottish Equitable Plc Aegon Group 74 0 0 12 16 46
Scottish Mutual Assurance Limited Pearl Group 78 0 0 24 11 43
Scottish Provident Limited Pearl Group 62 0 0 23 1 38
Scottish Widows plc Lloyds 254 3 0 58 60 133
Sesame Limited Sesame 144 0 8 9 38 89
Shop Direct Finance Company Limited Everyday Financial Solutions Ltd 198 134 0 64 0 0
Shop Direct Financial Services Ltd Everyday Financial Solutions Ltd 79 39 0 40 0 0
Skipton Building Society Skipton Group 44 22 13 2 6 1
Southern Pacific Mortgage Limited No Group 92 3 82 7 0 0
St Andrew's Insurance plc Lloyds 235 0 0 235 0 0
St. James's Place Wealth Management Plc St James Place 61 0 4 2 40 15
Standard Life Assurance Limited Standard Life 67 0 0 3 7 57
Sun Life Assurance Company of Canada (UK) Limited No Group 121 0 0 1 3 117
Tesco Personal Finance PLC Tesco Personal Finance 267 69 0 198 0 0
The Carphone Warehouse Ltd No Group 108 1 0 107 0 0
The Co-operative Bank Plc The Co-operative 391 202 13 159 11 6
The Equitable Life Assurance Society No Group 45 0 0 1 8 36
The Governor and Company of the Bank of Ireland Bank of Ireland 336 225 35 23 50 3
The Mortgage Business Plc Lloyds 34 1 30 2 0 1
The National Farmers' Union Mutual Insurance Society Limited National Farmers Union Mutual Society Limited 52 0 0 48 0 4
The National Insurance & Guarantee Corporation Ltd Royal Bank Of Scotland 198 0 0 198 0 0
The Prudential Assurance Company Limited Prudential PLC 409 1 1 47 71 289
The Royal Bank of Scotland Plc Royal Bank Of Scotland 1812 572 94 1013 92 41
The Royal London Mutual Insurance Society Limited Royal London Group 287 2 0 15 24 246
The Society of Lloyd's No Group 95 0 0 95 0 0
The Standard Life Assurance Company 2006 Standard Life 125 0 0 5 10 110
UK Insurance Limited Royal Bank Of Scotland 502 0 0 502 0 0
UK Underwriting Limited No Group 36 0 0 36 0 0
Ulster Bank Ltd Royal Bank Of Scotland 67 40 7 15 2 3
Unum Ltd Unum Limited 61 0 0 61 0 0
Vanquis Bank Limited No Group 95 61 0 34 0 0
Welcome Financial Services Limited Welcome 1044 210 7 827 0 0
West Bromwich Building Society West Bromwich Group 41 16 12 6 3 4
Windsor Life Assurance Company Limited Windsor 164 0 6 21 8 129
Winterthur Life UK Limited AXA 91 0 0 5 2 84
Yorkshire Building Society Yorkshire 79 30 30 7 7 5
Zurich Advice Network Limited Zurich 68 0 4 19 3 42
Zurich Assurance Ltd Zurich 278 1 1 36 52 188
Zurich Insurance Plc Zurich 267 0 0 263 0 4

This table shows the number of new cases received by the ombudsman service in the six-month period from 1 January and 30 June 2009 – from consumers dissatisfied with the financial business’s response to their complaint. This number is likely to reflect the size of the business involved.

For more details of the different financial products covered by the five main complaint categories, please see the full list of complaint product-codes [PDF format].

business name: the names listed alphabetically are the official names by which businesses are regulated.
business group: this is the name of any larger group that the individual business was part of at the end of the six-month period.