complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 01 July to 31 Dec 2014. 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 July to 31 Dec 2014. 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 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 146 0 0 8 0 3 135
ACE European Group Limited No Group 76 0 0 73 2 0 1
ACF Car Finance Limited No Group 33 4 0 3 26 0 0
Acromas Insurance Company Limited No Group 162 0 0 162 0 0 0
Admiral Insurance Company Limited Admiral Group 276 0 0 276 0 0 0
Advantage Insurance Company Limited No Group 159 0 0 159 0 0 0
Ageas Insurance Limited Ageas 471 0 0 452 19 0 0
AIB Group (UK) Plc No Group 220 47 5 2 165 1 0
AIG Europe Limited No Group 38 0 0 34 3 1 0
Allianz Insurance Plc Allianz Insurance 1008 0 0 271 736 1 0
American Express Insurance Services Europe Limited No Group 74 0 0 5 69 0 0
American Express Services Europe Limited No Group 258 61 0 7 190 0 0
Amtrust Europe Limited No Group 78 0 0 76 2 0 0
Amtrust International Underwriters Ltd No Group 37 0 0 30 7 0 0
Arnold Clark Automobiles Limited No Group 121 11 0 2 108 0 0
Arrow Global Limited No Group 49 49 0 0 0 0 0
Assurant General Insurance Limited No Group 68 0 0 48 20 0 0
Automobile Association Insurance Services Limited No Group 118 0 0 118 0 0 0
Aviva Health UK Limited AVIVA 31 0 0 31 0 0 0
Aviva Insurance Limited AVIVA 1269 0 0 496 770 0 3
Aviva Life & Pensions UK Limited AVIVA 267 1 0 38 0 16 212
Aviva Life Services UK Limited AVIVA 188 0 20 60 6 33 69
AXA Insurance UK Plc AXA 503 0 0 491 12 0 0
AXA PPP Healthcare Limited AXA 84 0 0 84 0 0 0
AXA Wealth Services Limited AXA 55 0 0 1 0 48 6
Bank of Ireland (UK) Plc Bank of Ireland 345 145 51 7 128 10 4
Bank of Scotland Plc Lloyds 19706 2553 1004 210 15732 100 107
Banque PSA Finance No Group 57 40 0 4 13 0 0
Barclays Bank Plc Barclays 21078 4203 590 217 15768 175 125
BISL Limited No Group 74 1 0 72 1 0 0
Black Horse Limited Lloyds 832 106 0 0 726 0 0
Blemain Finance Limited No Group 50 43 2 1 4 0 0
BMW Financial Services (GB) Limited No Group 70 62 0 3 5 0 0
Bradford & Bingley Plc UK Asset Resolution 456 0 30 22 387 2 15
British Gas Insurance Limited No Group 114 0 0 114 0 0 0
British Gas Services Limited No Group 43 4 0 39 0 0 0
BUPA Insurance Limited BUPA 132 0 0 132 0 0 0
Cabot Financial (Europe) Limited No Group 34 34 0 0 0 0 0
Canada Life Limited Canada Life 40 0 0 10 0 3 27
Canada Square Operations Limited Citibank 1675 5 1 0 1669 0 0
Capital One (Europe) plc No Group 6498 203 1 5 6289 0 0
Capital One Homeowner Loans Limited No Group 30 0 0 0 30 0 0
Card Protection Plan Ltd No Group 133 0 0 133 0 0 0
Casheuronet UK LLC No Group 66 66 0 0 0 0 0
Cheltenham & Gloucester plc Lloyds 613 3 177 8 424 0 1
CIS General Insurance Limited CO-OP 187 0 0 185 2 0 0
CitiFinancial Europe Plc Citibank 137 11 1 0 125 0 0
Close Brothers Limited No Group 32 21 0 5 6 0 0
Clydesdale Bank Plc National Australia Group 2681 398 96 31 2131 16 9
Clydesdale Financial Services Limited Barclays 309 289 0 0 20 0 0
Connells Limited Skipton Group 92 0 53 7 32 0 0
Countrywide Assured Plc No Group 57 0 0 20 0 1 36
Countrywide Principal Services Limited No Group 71 1 33 16 20 0 1
Covea Insurance plc No Group 119 0 0 119 0 0 0
Coventry Building Society No Group 91 5 16 1 68 0 1
Creation Consumer Finance Ltd No Group 140 107 0 3 30 0 0
Creation Financial Services Limited No Group 70 32 0 4 34 0 0
CT Capital PLC No Group 59 3 0 0 56 0 0
Cumberland Building Society No Group 48 6 3 0 37 0 2
DAS Legal Expenses Insurance Company Limited No Group 84 0 0 84 0 0 0
Decidebloom Limited No Group 36 8 0 7 21 0 0
DFS Trading Limited No Group 73 0 0 2 71 0 0
Domestic & General Insurance Plc Domestic & General 51 0 0 50 1 0 0
esure Insurance Limited ESURE 184 0 0 184 0 0 0
Everyday Loans Limited No Group 73 8 0 1 64 0 0
Experian Limited No Group 53 51 0 2 0 0 0
Express Gifts Ltd No Group 78 29 0 1 48 0 0
Financial Insurance Company Limited No Group 3177 0 0 1 3176 0 0
First Central Insurance Management Ltd No Group 93 0 0 93 0 0 0
First Central Insurance Services Limited No Group 32 0 0 32 0 0 0
First Response Finance Ltd No Group 71 14 0 2 55 0 0
Firstplus Financial Group Plc Barclays 157 61 7 0 89 0 0
FirstRand Bank Limited No Group 89 83 0 1 5 0 0
Friends Life Limited Friends Provident 201 1 1 47 1 11 140
Friends Life Services Limited Friends Provident 101 0 0 25 0 11 65
GE Money Consumer Lending Limited No Group 50 25 0 0 25 0 0
GE Money Home Lending Limited No Group 101 17 43 1 39 0 1
GMAC UK Plc No Group 48 41 0 0 7 0 0
Great Lakes Reinsurance (UK) Plc No Group 87 0 0 85 2 0 0
Guardian Assurance Limited No Group 44 0 0 7 0 0 37
Halifax Insurance Ireland Ltd Lloyds 94 0 0 0 94 0 0
Halifax Share Dealing Limited Lloyds 32 0 0 0 0 32 0
Hargreaves Lansdown Asset Management Limited No Group 58 0 0 0 0 50 8
Hastings Insurance Services Ltd No Group 116 1 0 115 0 0 0
HFC Bank Limited HSBC 488 19 1 1 467 0 0
Hitachi Capital (UK) Plc No Group 64 61 0 0 2 1 0
Home Retail Group Card Services Limited No Group 64 38 0 1 25 0 0
Home Retail Group Insurance Services Limited No Group 324 1 0 1 322 0 0
Homeserve Membership Limited No Group 61 0 0 61 0 0 0
HSBC Bank plc HSBC 11345 1904 179 486 8648 104 24
IGO4 Limited No Group 62 0 0 62 0 0 0
Inter Partner Assistance SA No Group 181 0 0 181 0 0 0
Interactive Investor Trading Limited No Group 61 0 0 0 0 54 7
International Insurance Company of Hannover SE No Group 53 0 0 53 0 0 0
ITC Compliance Limited No Group 34 0 0 13 21 0 0
J D Williams & Company Limited No Group 93 53 0 4 36 0 0
Kensington Mortgage Company Limited No Group 66 4 47 1 14 0 0
Leeds Building Society No Group 162 18 33 3 103 5 0
Legal & General Assurance Society Limited Legal & General 283 0 0 102 0 20 161
Legal & General Insurance Limited Legal & General 193 0 0 154 39 0 0
Legal & General Partnership Services Limited Legal & General 453 0 396 24 33 0 0
Liverpool Victoria Friendly Society Limited Liverpool Victoria Group 53 2 0 11 16 2 22
Liverpool Victoria Insurance Company Limited Liverpool Victoria Group 281 0 0 280 1 0 0
Lloyds Bank General Insurance Limited Lloyds 154 0 0 107 47 0 0
Lloyds Bank PLC Lloyds 24245 3498 127 237 20145 133 105
Loans.co.uk Ltd Bank of America Merrill Lynch Group 91 4 1 0 86 0 0
London General Insurance Company Limited No Group 79 0 0 69 10 0 0
Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. No Group 244 0 0 243 1 0 0
Markerstudy Insurance Company Limited No Group 61 0 0 61 0 0 0
Marks & Spencer Financial Services plc HSBC 710 59 0 26 625 0 0
MBNA Limited Bank of America Merrill Lynch Group 4416 333 0 101 3982 0 0
MEM Consumer Finance Limited No Group 39 39 0 0 0 0 0
Mercedes-Benz Financial Services UK Limited No Group 36 35 0 0 1 0 0
MKDP LLP No Group 78 78 0 0 0 0 0
Mortgage Express UK Asset Resolution 71 1 69 0 1 0 0
National House-Building Council No Group 138 0 0 138 0 0 0
National Savings and Investments No Group 65 65 0 0 0 0 0
National Westminster Bank Plc Royal Bank Of Scotland 7663 3960 287 99 3216 77 24
Nationwide Building Society Nationwide 4117 675 288 52 3025 27 50
Newcastle Building Society No Group 83 9 7 1 66 0 0
NewDay Cards Ltd No Group 66 62 0 1 3 0 0
NewDay Ltd No Group 546 131 0 1 414 0 0
Northern Bank Limited No Group 255 42 2 2 203 1 5
Nottingham Building Society No Group 31 3 6 0 22 0 0
NRAM plc UK Asset Resolution 626 45 291 8 274 1 7
Octagon Insurance Company Limited No Group 39 0 0 39 0 0 0
One Call Insurance Services Limited No Group 31 0 0 31 0 0 0
One Insurance Limited No Group 48 0 0 48 0 0 0
Openwork Limited Zurich 82 1 23 12 18 11 17
Paymentshield Ltd No Group 34 0 0 14 20 0 0
PayPal Sarl & Cie, SCA No Group 86 86 0 0 0 0 0
Pendragon Finance and Insurance Services Limited No Group 30 3 0 9 18 0 0
Personal Touch Financial Services Ltd No Group 35 0 9 7 17 0 2
Phoenix Life Assurance Limited Phoenix Group 104 0 1 19 0 4 80
Phoenix Life Limited Phoenix Group 279 0 4 28 0 15 232
Pinnacle Insurance Plc Cardiff Pinnacle 312 0 0 65 247 0 0
Principality Building Society Principality 51 3 10 3 26 8 1
Provident Personal Credit Limited No Group 66 66 0 0 0 0 0
QBE Insurance (Europe) Limited No Group 37 0 0 37 0 0 0
R. Raphael & Sons Plc No Group 85 85 0 0 0 0 0
RAC Insurance Limited No Group 65 0 0 65 0 0 0
RAC Motoring Services No Group 66 0 0 66 0 0 0
RCI Financial Services Limited No Group 63 56 0 1 6 0 0
ReAssure Limited ReAssure Company Limited 163 0 2 52 1 0 108
Red Sands Insurance Company (Europe) Limited No Group 61 0 0 60 1 0 0
Royal & Sun Alliance Insurance Plc RSA Insurance UK 444 0 0 422 21 0 1
Royal London (CIS) Limited Royal London Group 138 0 0 17 2 19 100
Sabre Insurance Company Limited No Group 37 0 0 37 0 0 0
Saga Services Limited No Group 45 0 0 45 0 0 0
Sainsbury's Bank Plc Sainsburys Bank 57 57 0 0 0 0 0
Santander Cards UK Limited Santander UK 260 50 0 4 206 0 0
Santander Consumer (UK) Plc Santander UK 114 78 0 0 36 0 0
Santander UK Plc Santander UK 6296 1851 572 140 3575 77 81
Scottish Equitable Plc Aegon Group 70 0 0 13 0 7 50
Scottish Widows plc Lloyds 146 1 0 36 0 8 101
Secret Eye Limited No Group 57 57 0 0 0 0 0
Secure Trust Bank Plc No Group 32 22 0 0 10 0 0
Sesame Limited Friends Provident 142 1 14 26 29 27 45
Shop Direct Finance Company Limited No Group 1031 337 0 4 690 0 0
Skipton Building Society Skipton Group 149 11 22 4 103 4 5
Southern Pacific Mortgage Limited No Group 42 4 31 0 7 0 0
St Andrew's Insurance plc Lloyds 500 0 0 103 396 0 1
St. James's Place Wealth Management Plc St James Place 47 0 6 8 4 17 12
Standard Life Assurance Limited Standard Life 112 0 0 17 2 6 87
Sterling Insurance Company Limited No Group 31 0 0 22 9 0 0
Stonebridge International Insurance Ltd Aegon Group 55 0 0 55 0 0 0
Sun Life Assurance Company of Canada (U.K.) Limited No Group 182 0 1 13 0 11 157
Swinton Group Ltd No Group 154 0 0 154 0 0 0
Sygma Banque No Group 81 59 0 0 22 0 0
TD Direct Investing (Europe) Limited No Group 36 0 0 0 0 35 1
Tesco Personal Finance PLC Tesco Personal Finance 1218 266 4 55 893 0 0
Tesco Underwriting Limited Ageas 108 0 0 108 0 0 0
The Co-operative Bank Plc No Group 1274 354 90 15 792 14 9
The Mortgage Business Plc Lloyds 53 2 51 0 0 0 0
The Mortgage Matters Partnership No Group 37 0 15 1 21 0 0
The Mortgage Works (UK) Plc Nationwide 38 1 33 0 4 0 0
The National Farmers' Union Mutual Insurance Society Limited National Farmers Union Mutual Society Limited 93 0 0 90 0 0 3
The Prudential Assurance Company Limited Prudential PLC 336 0 3 30 12 11 280
The Royal Bank of Scotland Group Independent Financial Services Limited Royal Bank Of Scotland 44 1 0 15 0 7 21
The Royal Bank of Scotland Plc Royal Bank Of Scotland 5416 1448 157 64 3642 80 25
The Royal London Mutual Insurance Society Limited Royal London Group 211 1 0 62 0 5 143
The Society of Lloyd's No Group 223 0 0 126 96 0 1
Towergate Underwriting Group Limited No Group 30 0 0 30 0 0 0
TSB Bank plc No Group 921 857 60 3 0 0 1
UK Car Group Limited No Group 31 1 0 0 30 0 0
UK General Insurance (Ireland) Limited No Group 35 0 0 35 0 0 0
UK Insurance Limited Direct Line 1367 0 0 1312 55 0 0
Ulster Bank Ltd Royal Bank Of Scotland 298 228 7 4 56 3 0
Unum Ltd Unum Limited 51 0 0 51 0 0 0
Vanquis Bank Limited No Group 321 321 0 0 0 0 0
Virgin Money plc Virgin Money 96 27 60 1 0 7 1
Volkswagen Financial Services (UK) Limited No Group 134 101 0 5 28 0 0
WDFC UK Limited No Group 139 139 0 0 0 0 0
Welcome Financial Services Limited No Group 526 75 2 3 446 0 0
West Bromwich Building Society West Bromwich Group 98 3 21 2 64 4 4
WorldPay (UK) Limited No Group 59 59 0 0 0 0 0
Yorkshire Building Society Yorkshire 978 76 128 12 652 105 5
Zenith Insurance plc No Group 118 0 0 118 0 0 0
Zurich Assurance Ltd Zurich 183 0 3 36 4 14 126
Zurich Insurance PLC Zurich 165 0 0 162 2 0 1

This table shows the number of new cases received by the ombudsman service in the six-month period from 01 July to 31 Dec 2014 – 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.