complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 01 Jan to 30 Jun 2017. 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 £150,000.

These figures cover financial businesses only where we received at least 30 new cases and resolved at least 30 cases in the six-month period from 01 Jan to 30 Jun 2017. Complaints relating to these businesses made up around 95% of the total number of cases handled by the ombudsman service in this period.

Any questions? See our special FAQs for more details on our complaints data.

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.

older data
You can also look at complaints data relating to previous six-monthly periods – but please note that business names (and brand or trading names) may have changed between periods.

sorting things out early
See how we have helped businesses sort out problems early.

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
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business group
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total number of new cases received
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number of new cases - by complaint category
banking and credit
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mortgages and home finance
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general insurance
(excluding PPI)
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PPI
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investments
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life & pensions and decumulation
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Abbey Life Assurance Company Limited No Group 149 0 1 11 0 22 115
Acromas Insurance Company Limited No Group 228 0 0 228 0 0 0
Active Securities Limited No Group 83 83 0 0 0 0 0
Admiral Insurance Company Limited ADMIRAL GROUP 602 0 0 602 0 0 0
Advanced Payment Solutions Limited No Group 42 42 0 0 0 0 0
Advantage Finance Ltd No Group 49 47 0 2 0 0 0
Advantage Insurance Company Limited No Group 247 0 0 247 0 0 0
Ageas Insurance Limited AGEAS 776 0 0 773 3 0 0
Ageas Retail Limited AGEAS 38 0 0 38 0 0 0
AIB Group (UK) Plc No Group 100 49 3 4 42 1 1
AIG Europe Limited No Group 32 0 0 32 0 0 0
Ald Automotive Limited No Group 39 38 0 1 0 0 0
Aldermore Bank Plc No Group 40 15 24 0 0 1 0
Alliance Trust Savings Limited No Group 49 2 0 0 0 29 18
Allianz Insurance Plc No Group 1823 0 0 458 1365 0 0
American Express Services Europe Limited No Group 544 200 0 8 336 0 0
Amigo Loans Ltd No Group 74 74 0 0 0 0 0
Amtrust Europe Limited No Group 156 1 0 155 0 0 0
Amtrust International Underwriters DAC No Group 66 0 0 65 1 0 0
Arnold Clark Automobiles Limited No Group 107 31 0 3 73 0 0
Arrow Global Limited No Group 71 56 15 0 0 0 0
Assurant General Insurance Limited No Group 261 2 0 247 12 0 0
Asurion Europe Limited No Group 49 0 0 49 0 0 0
Automobile Association Insurance Services Limited No Group 224 0 0 224 0 0 0
Autonet Insurance Services Limited No Group 34 0 0 34 0 0 0
Aviva Health UK Limited AVIVA 54 0 0 54 0 0 0
Aviva Insurance Limited AVIVA 2300 0 0 1051 1242 4 3
Aviva Insurance Services UK Limited AVIVA 88 0 0 83 0 4 1
Aviva Life & Pensions UK Limited AVIVA 237 1 3 41 2 43 147
Aviva Life Services UK Limited AVIVA 223 2 44 55 3 31 88
AXA Insurance UK Plc AXA 637 0 0 623 14 0 0
AXA PPP Healthcare Limited AXA 169 0 0 169 0 0 0
AXA Wealth Limited PHOENIX GROUP 33 0 0 3 0 1 29
Bank of Ireland (UK) Plc BANK OF IRELAND 397 247 65 5 72 8 0
Bank of Scotland Plc LLOYDS 20541 2446 602 217 17080 170 26
Barclays Bank Plc BARCLAYS (GS) 15405 6192 482 210 8180 305 36
Be Wiser Insurance Services Ltd No Group 56 0 0 56 0 0 0
BISL Limited No Group 152 0 0 152 0 0 0
Black Horse Limited LLOYDS 596 274 13 2 307 0 0
Blemain Finance Limited No Group 38 7 31 0 0 0 0
BMW Financial Services (GB) Limited No Group 207 188 0 2 17 0 0
Bradford & Bingley Plc UK ASSET RESOLUTION 400 0 32 9 340 19 0
Brightside Insurance Services Limited No Group 38 0 0 38 0 0 0
British Gas Insurance Limited No Group 326 0 0 326 0 0 0
British Gas Services Limited No Group 215 4 0 210 0 1 0
BUPA Insurance Limited BUPA 177 0 0 177 0 0 0
Cabot Financial (Europe) Limited No Group 41 40 1 0 0 0 0
Calpe Insurance Company Limited No Group 87 0 0 87 0 0 0
Canada Life Limited No Group 55 0 0 20 0 9 26
Canada Square Operations Limited CITI - EMEA GROUP 741 13 2 5 721 0 0
Capital One (Europe) plc No Group 7402 281 0 5 7116 0 0
Card Protection Plan Ltd No Group 38 0 0 38 0 0 0
Cash On Go Limited No Group 66 66 0 0 0 0 0
Casheuronet UK LLC No Group 1212 1212 0 0 0 0 0
Caversham Finance Limited No Group 116 102 0 13 1 0 0
Cfo Lending Limited No Group 37 37 0 0 0 0 0
Charter Court Financial Services Limited No Group 35 17 18 0 0 0 0
Cheltenham & Gloucester plc LLOYDS 750 3 50 5 690 2 0
CHUBB European Group Limited No Group 54 0 0 54 0 0 0
CIGNA Europe Insurance Company SA-NV No Group 33 0 0 31 2 0 0
Cigna Insurance Services (Europe) Limited No Group 59 0 0 58 1 0 0
CIS General Insurance Limited No Group 229 0 0 226 3 0 0
Close Brothers Limited No Group 169 131 0 27 11 0 0
Clydesdale Bank Plc No Group 1072 382 77 32 565 14 2
Clydesdale Financial Services Limited BARCLAYS (GS) 800 784 1 5 10 0 0
Connells Limited SKIPTON GROUP 82 0 47 7 27 1 0
Countrywide Assured Plc No Group 65 0 0 19 0 15 31
Countrywide Principal Services Limited No Group 76 0 23 27 24 0 2
Covea Insurance plc No Group 191 0 0 184 7 0 0
Coventry Building Society No Group 132 10 15 0 106 1 0
Creation Consumer Finance Ltd No Group 270 251 0 1 18 0 0
Creation Financial Services Limited No Group 116 90 0 0 26 0 0
CURO TRANSATLANTIC LIMITED No Group 307 307 0 0 0 0 0
DAS Legal Expenses Insurance Company Limited No Group 106 0 0 106 0 0 0
Domestic & General Insurance Plc No Group 90 0 0 88 2 0 0
DSG Retail Limited No Group 60 15 0 40 5 0 0
Elderbridge Limited No Group 154 52 100 0 2 0 0
Eldon Insurance Services Ltd No Group 76 0 0 76 0 0 0
Elevate Credit International Limited No Group 279 279 0 0 0 0 0
Elite Insurance Company Limited No Group 79 0 0 79 0 0 0
Endsleigh Insurance Services Ltd No Group 38 0 0 38 0 0 0
Equifax Limited No Group 87 86 0 1 0 0 0
Equiniti Financial Services Limited No Group 53 0 0 0 0 52 1
Erudio Student Loans Limited No Group 49 49 0 0 0 0 0
esure Insurance Limited No Group 304 0 0 304 0 0 0
EUI Limited ADMIRAL GROUP 61 0 0 61 0 0 0
Europa Group Limited No Group 34 0 0 34 0 0 0
Europaische Reiseversicherung AG No Group 110 0 0 110 0 0 0
Everyday Loans Limited No Group 46 14 0 1 29 0 2
Experian Limited No Group 202 200 0 1 0 1 0
Express Finance (Bromley) Limited No Group 325 325 0 0 0 0 0
Express Gifts Ltd No Group 182 159 0 1 22 0 0
FCA Automotive Services UK Ltd No Group 63 58 0 1 4 0 0
FCE Bank Plc No Group 96 95 0 1 0 0 0
Financial Insurance Company Limited No Group 12044 0 0 5 12039 0 0
First Central Insurance Management Ltd No Group 197 1 0 196 0 0 0
First Response Finance Ltd No Group 44 35 0 0 9 0 0
Firstplus Financial Group Plc BARCLAYS (GS) 67 6 31 0 30 0 0
FirstRand Bank Limited No Group 262 244 0 6 12 0 0
Freemans Plc No Group 49 15 0 0 34 0 0
Friends Life and Pensions Limited AVIVA 45 0 0 8 0 5 32
Friends Life Limited AVIVA 238 2 2 72 1 56 105
Friends Life Services Limited AVIVA 116 1 1 17 0 25 72
GE Money Home Lending Limited No Group 84 20 22 0 42 0 0
GMAC UK Plc No Group 92 84 0 0 8 0 0
Grattan Plc No Group 44 11 0 0 33 0 0
Halifax Share Dealing Limited LLOYDS 41 0 0 0 0 38 3
Hargreaves Lansdown Asset Management Limited No Group 50 0 0 0 0 30 20
Hastings Insurance Services Limited No Group 249 0 0 249 0 0 0
HCC International Insurance Company Plc No Group 77 0 0 77 0 0 0
HFC Bank Limited HSBC (GS) 753 4 2 2 745 0 0
Hitachi Capital (UK) Plc No Group 179 174 0 0 5 0 0
Home Retail Group Card Services Limited No Group 112 110 0 0 2 0 0
Home Retail Group Insurance Services Limited No Group 248 2 0 0 246 0 0
Horizon Insurance Company Limited No Group 55 0 0 55 0 0 0
HSBC Bank plc HSBC (GS) 9044 3258 243 215 5181 120 27
Hyperformance Ltd No Group 41 0 0 41 0 0 0
IGO4 Limited No Group 106 0 0 106 0 0 0
Instant Cash Loans Limited No Group 475 475 0 0 0 0 0
Insurance Factory Ltd No Group 63 0 0 63 0 0 0
Insure & Go Insurance Services Ltd No Group 56 0 0 56 0 0 0
Inter Partner Assistance SA No Group 305 0 0 305 0 0 0
International Insurance Company of Hannover SE No Group 41 0 0 41 0 0 0
J D Williams & Company Limited No Group 127 92 0 1 34 0 0
J.P. Morgan Europe Limited No Group 38 38 0 0 0 0 0
John Lewis Financial Services Limited HSBC (GS) 141 136 0 3 2 0 0
Kensington Mortgage Company Limited No Group 93 0 81 0 11 1 0
LeasePlan UK Limited No Group 56 55 0 1 0 0 0
Leeds Building Society No Group 146 14 37 0 93 2 0
Legal & General Insurance Limited LEGAL & GENERAL 344 0 0 304 37 1 2
Legal & General Partnership Services Limited LEGAL & GENERAL 113 0 40 9 61 0 3
Legal and General Assurance Society Limited LEGAL & GENERAL 246 0 1 107 4 60 74
Lending Stream Llc No Group 366 366 0 0 0 0 0
Lex Autolease Limited No Group 36 35 0 1 0 0 0
Liberty Mutual Insurance Europe Limited No Group 48 0 0 48 0 0 0
Link Financial Outsourcing Limited No Group 79 78 1 0 0 0 0
Liverpool Victoria Friendly Society Limited LIVERPOOL VICTORIA GROUP 55 0 0 21 5 2 27
Liverpool Victoria Insurance Company Limited LIVERPOOL VICTORIA GROUP 332 0 0 332 0 0 0
Lloyds Bank General Insurance Limited LLOYDS 154 0 0 141 13 0 0
Lloyds Bank PLC LLOYDS 18068 2621 112 230 14847 201 57
London General Insurance Company Limited No Group 76 0 0 72 4 0 0
Lowell Financial Ltd No Group 40 40 0 0 0 0 0
Lowell Portfolio I Ltd No Group 40 39 1 0 0 0 0
Madison CF UK Limited No Group 47 47 0 0 0 0 0
Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. No Group 315 0 0 315 0 0 0
Markerstudy Insurance Company Limited No Group 85 0 0 85 0 0 0
Marks & Spencer Financial Services plc HSBC (GS) 687 153 0 13 519 2 0
MBNA Limited BANK OF AMERICA MERRILL LYNCH GROUP 4368 367 0 12 3989 0 0
MCE Insurance Company Limited No Group 31 0 0 31 0 0 0
MEM Consumer Finance Limited No Group 565 565 0 0 0 0 0
Mercedes-Benz Financial Services UK Limited No Group 190 188 0 1 0 1 0
Metro Bank PLC No Group 142 139 2 0 0 1 0
Moneybarn No. 1 Limited No Group 94 94 0 0 0 0 0
Mortgage Express UK ASSET RESOLUTION 97 0 95 0 2 0 0
MYJAR Limited No Group 203 203 0 0 0 0 0
National House-Building Council No Group 220 0 1 219 0 0 0
National Savings and Investments No Group 79 79 0 0 0 0 0
National Westminster Bank Plc THE ROYAL BANK OF SCOTLAND GROUP 5929 4261 347 110 1110 83 18
Nationwide Building Society NATIONWIDE 4777 1014 299 44 3364 53 3
Newcastle Building Society No Group 65 6 7 0 51 1 0
NewDay Ltd No Group 693 497 0 3 193 0 0
Next Retail Limited No Group 43 43 0 0 0 0 0
Northern Bank Limited No Group 148 33 7 2 104 2 0
NRAM Limited No Group 38 1 32 0 5 0 0
NRAM plc UK ASSET RESOLUTION 428 21 222 2 179 3 1
Old Mutual Wealth Life Assurance Limited OLD MUTUAL (SKANDIA) 41 0 0 10 0 11 20
One Call Insurance Services Limited No Group 77 0 0 77 0 0 0
One Insurance Limited No Group 50 0 0 50 0 0 0
OneSavings Bank Plc No Group 33 8 18 0 2 5 0
Openwork Limited OPENWORK 61 1 20 6 6 10 18
Paragon Finance Plc No Group 83 59 23 0 1 0 0
Paymentsense Limited No Group 57 57 0 0 0 0 0
PayPal Sarl & Cie, SCA No Group 271 271 0 0 0 0 0
PDL Finance Limited No Group 40 40 0 0 0 0 0
Pepper (UK) Limited No Group 69 6 63 0 0 0 0
Phoenix Life Assurance Limited PHOENIX GROUP 117 0 0 27 0 21 69
Phoenix Life Limited PHOENIX GROUP 251 0 4 44 1 61 141
Pinnacle Insurance Plc No Group 219 0 0 115 104 0 0
Principality Building Society No Group 43 9 13 0 18 3 0
Provident Personal Credit Limited No Group 266 265 0 0 1 0 0
PSA Finance UK Limited No Group 273 244 0 8 21 0 0
Qudos Insurance A/S No Group 38 0 0 38 0 0 0
R. Raphael & Sons Plc No Group 108 101 0 1 6 0 0
RAC Insurance Limited No Group 50 0 0 50 0 0 0
RAC Motoring Services No Group 52 3 0 49 0 0 0
RCI Financial Services Limited No Group 155 142 0 2 11 0 0
ReAssure Limited No Group 140 1 2 38 1 29 69
Red Sands Insurance Company (Europe) Limited No Group 174 0 0 174 0 0 0
Royal & Sun Alliance Insurance Plc RSA INSURANCE UK 628 0 0 622 6 0 0
Sabre Insurance Company Limited No Group 46 0 0 46 0 0 0
Saga Services Limited No Group 117 0 0 117 0 0 0
Sainsbury's Bank Plc No Group 113 110 2 1 0 0 0
Santander Consumer (UK) Plc SANTANDER UK 146 126 6 1 11 2 0
Santander UK Plc SANTANDER UK 6271 2966 736 118 2220 213 18
Scottish Equitable Plc AEGON GROUP 103 0 0 12 0 5 86
Scottish Widows Limited LLOYDS 196 4 1 39 0 38 114
Secure Trust Bank Plc No Group 125 114 0 2 9 0 0
Sesame Limited AVIVA 100 0 10 19 14 27 30
Shawbrook Bank Limited No Group 288 274 13 0 1 0 0
Shop Direct Finance Company Limited No Group 1498 711 0 6 781 0 0
Skipton Building Society SKIPTON GROUP 87 5 19 1 59 3 0
Skyfire Insurance Company Limited No Group 44 0 0 44 0 0 0
Southern Rock Insurance Company Limited No Group 76 0 0 76 0 0 0
St Andrew's Insurance plc LLOYDS 559 0 0 98 461 0 0
St. James's Place Wealth Management Plc ST JAMES PLACE 71 0 4 10 0 36 21
Standard Life Assurance Limited STANDARD LIFE 121 0 1 8 1 37 74
Startline Motor Finance Limited No Group 45 44 0 1 0 0 0
Stonebridge International Insurance Ltd No Group 55 0 0 52 0 0 3
Sun Life Assurance Company of Canada (U.K.) Limited No Group 127 0 0 11 0 29 87
Swinton Group Ltd No Group 143 2 0 139 1 0 1
TD Direct Investing (Europe) Limited No Group 31 1 0 0 0 27 3
Telefonica Insurance S.A. No Group 89 0 0 89 0 0 0
Telefonica UK Limited No Group 100 91 0 6 0 3 0
Tesco Personal Finance PLC TESCO PERSONAL FINANCE 1251 419 12 67 752 1 0
Tesco Underwriting Limited AGEAS 132 0 0 132 0 0 0
The Car Finance Company (2007) Ltd No Group 177 177 0 0 0 0 0
The Co-operative Bank Plc No Group 936 414 74 15 422 7 4
The Mortgage Works (UK) Plc NATIONWIDE 78 1 76 0 1 0 0
The National Farmers' Union Mutual Insurance Society Limited No Group 123 0 0 121 0 0 2
The Prudential Assurance Company Limited PRUDENTIAL PLC 358 2 1 17 12 65 261
The Royal Bank of Scotland Plc THE ROYAL BANK OF SCOTLAND GROUP 3326 1674 187 52 1361 43 9
The Royal London Mutual Insurance Society Limited ROYAL LONDON GROUP 272 1 0 77 3 56 135
The Society of Lloyd's No Group 286 0 0 273 13 0 0
Think Money Limited No Group 41 41 0 0 0 0 0
Towergate Underwriting Group Limited No Group 54 0 0 54 0 0 0
TSB Bank plc No Group 1021 911 96 9 1 4 0
UK Insurance Limited DIRECT LINE GROUP 1455 2 0 1447 6 0 0
Ulster Bank Ltd THE ROYAL BANK OF SCOTLAND GROUP 149 119 11 1 13 2 3
Uncle Buck Finance LLP No Group 114 114 0 0 0 0 0
Union Reiseversicherung AG No Group 191 0 0 191 0 0 0
Unum Ltd No Group 39 0 0 39 0 0 0
Vanquis Bank Limited No Group 390 390 0 0 0 0 0
Virgin Money plc No Group 146 103 34 0 1 8 0
Vitality Health Limited No Group 97 1 0 95 0 0 1
Volkswagen Financial Services (UK) Limited No Group 383 374 0 6 3 0 0
WDFC UK Limited No Group 1434 1434 0 0 0 0 0
Welcome Financial Services Limited No Group 243 23 22 3 195 0 0
West Bromwich Building Society No Group 73 4 14 3 49 3 0
Western Union Payment Services Ireland Limited No Group 39 39 0 0 0 0 0
Wirecard Card Solutions Limited No Group 41 41 0 0 0 0 0
WorldPay (UK) Limited No Group 104 104 0 0 0 0 0
Yorkshire Building Society YORKSHIRE 605 48 53 8 487 7 2
Zenith Insurance plc No Group 204 0 0 204 0 0 0
Zurich Assurance Ltd No Group 169 1 0 37 3 32 96
Zurich Insurance PLC No Group 149 0 0 149 0 0 0

This table shows the number of new cases received by the ombudsman service in the six-month period from 01 Jan to 30 Jun 2017 – 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.