complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 1 January to 30 June 2011. 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 in the six-month period from 1 January to 30 June 2011. Complaints relating to these businesses made up around 90% 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 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
(excluding PPI)
sort button		 PPI
sort button		 investments
sort button		 life & pensions and decumulation
sort button
Abbey Life Assurance Company Limited No Group 124 0 0 11 0 5 108
ACE European Group Limited No Group 46 0 0 46 0 0 0
ACF Car Finance Limited No Group 134 8 0 6 120 0 0
Acromas Insurance Company Limited No Group 85 0 0 85 0 0 0
Admiral Insurance Company Limited Admiral Group 36 0 0 36 0 0 0
Advantage Insurance Company Limited No Group 77 0 0 77 0 0 0
Ageas Insurance Limited Fortis Insurance Limited 250 0 0 249 1 0 0
AIB Group (UK) Plc No Group 158 44 9 1 102 2 0
Allianz Insurance Plc Allianz Insurance 191 0 0 169 22 0 0
American Express Services Europe Limited No Group 146 82 0 2 62 0 0
Amtrust Europe Limited No Group 39 0 0 38 1 0 0
Amtrust International Underwriters Ltd No Group 83 0 0 78 5 0 0
Anglian Windows Ltd No Group 65 2 2 1 60 0 0
Anthony Grant Clayton No Group 44 44 0 0 0 0 0
Arnold Clark Automobiles Limited No Group 63 5 0 1 57 0 0
Automobile Association Insurance Services Limited No Group 54 0 0 54 0 0 0
Aviva Insurance Limited AVIVA 76 0 0 62 14 0 0
Aviva Insurance UK Limited  AVIVA 593 1 0 437 152 0 3
Aviva Life & Pensions UK Limited AVIVA 408 1 6 56 6 66 273
AWD Chase de Vere Limited No Group 61 0 1 2 2 41 15
AXA Insurance UK Plc AXA 651 0 0 619 32 0 0
AXA PPP Healthcare Limited AXA 58 0 0 58 0 0 0
Bank of Ireland (UK) Plc Bank of Ireland 295 134 31 4 122 4 0
Bank of Scotland plc Lloyds 13021 2249 590 64 9945 94 79
Banque PSA Finance No Group 37 20 0 1 16 0 0
Barclays Bank Plc Barclays 16864 3227 362 56 12862 257 100
Barclays Insurance (Dublin) Limited Barclays 60 0 0 2 58 0 0
BDML Connect Limited No Group 48 0 0 48 0 0 0
BISL Limited No Group 227 0 0 227 0 0 0
Black Horse Finance Limited No Group 61 28 0 0 33 0 0
Black Horse Limited Lloyds 3721 185 1 1 3533 1 0
BMW Financial Services(GB) Limited No Group 65 59 0 1 5 0 0
Bradford & Bingley Plc UK Asset Resolution 175 0 35 5 103 7 25
BRIT Insurance Limited No Group 52 0 0 50 2 0 0
British Credit Trust Holdings Ltd No Group 104 6 0 3 95 0 0
British Gas Insurance Limited No Group 59 0 0 59 0 0 0
BUPA Insurance Limited BUPA 64 0 0 64 0 0 0
Canada Life Limited Canada Life 52 0 0 16 0 4 32
Capital One (Europe) plc Capital One 7160 407 0 1 6752 0 0
Capital One Homeowner Loans Limited No Group 33 1 0 0 32 0 0
Central Trust Plc Central Trust 683 8 1 3 669 0 2
Chartis Insurance UK Ltd No Group 89 0 0 89 0 0 0
Cheltenham & Gloucester plc Lloyds 344 4 201 7 130 0 2
Churchill Insurance Company Limited Royal Bank Of Scotland 440 0 0 434 6 0 0
CIS General Insurance Limited CO-OP 150 0 0 148 2 0 0
Citibank International plc Citibank 53 37 1 0 13 1 1
CitiFinancial Europe Plc Citibank 1007 237 0 2 767 0 1
Clydesdale Bank Plc National Australia Group 2882 421 201 3 2241 5 11
Clydesdale Financial Services Limited Barclays 719 679 0 0 40 0 0
Combined Insurance Company of America No Group 36 0 0 36 0 0 0
Co-operative Insurance Society Limited CO-OP 173 0 0 35 6 19 113
Countrywide Assured Plc No Group 37 0 0 7 2 1 27
Creation Consumer Finance Ltd No Group 68 45 0 0 23 0 0
Creation Financial Services Limited No Group 88 28 0 0 60 0 0
DAS Legal Expenses Insurance Company Limited No Group 100 0 0 100 0 0 0
Direct Auto Finance Insurance Services Ltd No Group 70 0 0 1 69 0 0
Direct Line Insurance Plc Royal Bank Of Scotland 643 0 0 616 27 0 0
Domestic & General Insurance Plc Domestic & General Insurance PLC 45 0 0 45 0 0 0
Egg Banking Plc Citibank 1082 232 0 0 850 0 0
Eisis Ltd No Group 39 0 0 0 39 0 0
esure Insurance Limited ESURE 102 0 0 102 0 0 0
EUI Limited Admiral Group 147 0 0 147 0 0 0
Europ Assistance Holdings Limited Europ Assistance 104 0 0 104 0 0 0
Everyday Loans Limited No Group 178 4 0 1 172 0 1
First Response Finance Ltd No Group 163 14 0 1 148 0 0
Firstplus Financial Group Plc Barclays 1407 46 8 0 1353 0 0
Friends Life Company Limited Friends Provident 69 0 0 14 0 11 44
Friends Life Services Limited Friends Provident 106 0 2 12 1 18 73
Friends Provident Life and Pensions Limited Friends Provident 87 0 1 17 0 2 67
GE Money Consumer Lending Limited General Electric 106 43 4 0 59 0 0
GE Money Home Lending Limited General Electric 164 30 42 0 92 0 0
Great Lakes Reinsurance (UK) Plc No Group 122 0 0 121 1 0 0
Gresham Insurance Company Limited AVIVA 31 0 0 31 0 0 0
Groupama Insurance Company Limited Groupama 128 0 0 124 4 0 0
Halifax Insurance Ireland Ltd Lloyds 123 0 0 1 122 0 0
Hastings Insurance Services Ltd No Group 168 0 0 168 0 0 0
HFC Bank Limited HSBC 2957 88 1 3 2865 0 0
Homecare Insurance Limited No Group 76 0 0 76 0 0 0
HSBC Bank plc HSBC 10072 992 100 85 8791 66 38
Inter Partner Assistance SA No Group 689 0 0 689 0 0 0
J D Williams & Company Limited No Group 59 33 0 1 25 0 0
Legal & General Assurance Society Limited Legal & General 210 0 0 47 11 21 131
Legal & General Insurance Limited Legal & General 141 0 0 118 23 0 0
Legal & General Partnership Services Limited Legal & General 81 0 31 5 44 0 1
Liverpool Victoria Friendly Society Limited Liverpool Victoria Group 47 0 0 10 8 9 20
Liverpool Victoria Insurance Company Limited Liverpool Victoria Group 187 0 0 186 1 0 0
Lloyds TSB Bank Plc Lloyds 19569 2392 46 72 16965 41 53
Lloyds TSB General Insurance Limited Lloyds 398 0 0 178 220 0 0
Loans.co.uk Ltd MBNA 778 11 2 1 764 0 0
Markerstudy Insurance Company Limited No Group 38 0 0 38 0 0 0
Marks & Spencer Financial Services plc HSBC 1042 54 0 15 973 0 0
MBNA Europe Bank Limited MBNA 12500 3944 0 5 8551 0 0
MMA Insurance Plc No Group 79 0 0 79 0 0 0
Mondial Assistance Europe N.V. No Group 71 0 0 71 0 0 0
Mortgage Express UK Asset Resolution 61 0 56 0 5 0 0
N.I.Z Financial (UK) Ltd No Group 111 111 0 0 0 0 0
National House-Building Council No Group 41 0 0 41 0 0 0
National Savings and Investments No Group 36 36 0 0 0 0 0
National Westminster Bank Plc Royal Bank Of Scotland 5628 1181 121 32 4234 37 23
Nationwide Building Society Nationwide 2309 487 158 24 1582 35 23
Northern Bank Limited No Group 76 14 1 0 59 0 2
Northern Rock (Asset Management) plc UK Asset Resolution 529 31 212 4 276 0 6
Northern Rock plc No Group 60 31 24 3 0 2 0
Norton Insurance Services Ltd No Group 190 0 1 2 187 0 0
Norwich and Peterborough Building Society No Group 394 11 7 1 23 351 1
Ocean Finance and Mortgages Limited No Group 130 0 2 0 128 0 0
Openwork Limited Zurich 57 3 23 5 10 9 7
PayPal Sarl & Cie, SCA No Group 106 105 0 0 1 0 0
Pearl Assurance Limited Phoenix Group 104 0 1 6 0 6 91
Phoenix Life Limited Phoenix Group 312 0 0 41 0 19 252
Pinnacle Insurance Plc Cardiff Pinnacle 259 0 0 86 173 0 0
Positive Solutions (Financial Services) Limited Aegon Group 41 0 4 1 5 19 12
Professional Travel Insurance Company Limited No Group 46 0 0 46 0 0 0
Quinn Insurance Limited No Group 59 0 0 59 0 0 0
R. Raphael & Sons Plc No Group 78 56 0 1 21 0 0
Royal & Sun Alliance Insurance Plc Royal & Sun Alliance 417 0 1 413 3 0 0
Royal Liver Assurance Limited No Group 71 0 0 0 1 1 69
Saga Services Limited No Group 62 0 0 62 0 0 0
Sainsbury's Bank Plc Sainsburys Bank 97 96 0 1 0 0 0
Santander Cards UK Limited No Group 641 372 0 4 265 0 0
Santander Consumer (UK) Plc No Group 172 89 0 5 78 0 0
Santander UK Plc Santander UK 6434 4035 460 64 1659 124 92
Scottish Equitable Plc Aegon Group 50 0 0 13 0 5 32
Scottish Widows plc Lloyds 136 0 0 42 15 20 59
Sesame Limited Sesame 76 0 17 7 16 7 29
Shop Direct Finance Company Limited Shop Direct Group 260 146 0 0 114 0 0
Skipton Building Society Skipton Group 57 11 11 1 31 1 2
SLFC Assurance (UK) Limited No Group 67 0 0 8 0 3 56
St Andrew's Insurance plc Lloyds 384 0 0 314 70 0 0
Standard Life Assurance Limited Standard Life 111 0 0 4 0 11 96
Sun Life Assurance Company of Canada (UK) Limited No Group 51 0 0 3 0 1 47
Swinton Group Ltd No Group 61 0 0 61 0 0 0
Tesco Personal Finance PLC Tesco Personal Finance 718 82 0 27 609 0 0
The Carphone Warehouse Ltd No Group 65 2 0 63 0 0 0
The Co-operative Bank Plc CO-OP 1410 230 48 9 1100 18 5
The Funding Corporation Limited No Group 110 7 1 3 99 0 0
The National Farmers' Union Mutual Insurance Society Limited National Farmers Union Mutual Society Limited 79 0 0 76 0 0 3
The National Insurance & Guarantee Corporation Ltd Royal Bank Of Scotland 150 0 0 126 24 0 0
The Prudential Assurance Company Limited Prudential PLC 266 0 6 24 7 22 207
The Royal Bank of Scotland Plc Royal Bank Of Scotland 5863 488 83 36 5225 19 12
The Royal London Mutual Insurance Society Limited Royal London Group 208 0 0 45 6 9 148
The Society of Lloyd's No Group 202 0 0 161 41 0 0
Towry EJ Limited No Group 140 0 0 0 0 138 2
UK Car Group Limited No Group 232 22 0 4 206 0 0
UK General Insurance Limited No Group 57 0 0 55 2 0 0
UK Insurance Limited Royal Bank Of Scotland 503 0 0 483 20 0 0
Ulster Bank Ltd Royal Bank Of Scotland 164 40 3 0 121 0 0
Unum Ltd Unum Limited 30 0 0 29 1 0 0
Vanquis Bank Limited No Group 436 436 0 0 0 0 0
Welcome Financial Services Limited Welcome 1846 289 5 4 1548 0 0
Wilmslow Financial Services Plc No Group 209 0 0 0 209 0 0
Windsor Life Assurance Company Limited SWISS RE 78 0 2 6 0 1 69
Yes Loans Ltd No Group 76 76 0 0 0 0 0
Yorkshire Building Society Yorkshire 248 46 62 7 122 1 10
Zenith Insurance plc No Group 31 0 0 31 0 0 0
Zurich Assurance Ltd Zurich 193 1 2 23 5 29 133
Zurich Insurance PLC Zurich 196 0 0 196 0 0 0

This table shows the number of new cases received by the ombudsman service in the six-month period from 1 January to 30 June 2011 – 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.