complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 01 Jul to 31 Dec 2018. 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 £350,000.

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 Jul to 31 Dec 2018. 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 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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AA Underwriting Insurance Company Limited No Group 68 0 0 68 0 0 0
Abbey Life Assurance Company Limited No Group 104 0 1 14 0 11 78
Acromas Insurance Company Limited No Group 198 0 0 198 0 0 0
Active Securities Limited No Group 760 760 0 0 0 0 0
Admiral Insurance Company Limited ADMIRAL GROUP 795 0 0 795 0 0 0
Advanced Payment Solutions Limited No Group 75 75 0 0 0 0 0
Advantage Finance Ltd No Group 73 66 0 2 5 0 0
Advantage Insurance Company Limited No Group 395 0 0 395 0 0 0
Ageas Insurance Limited AGEAS 661 0 0 661 0 0 0
Ageas Retail Limited AGEAS 55 0 0 55 0 0 0
AIB Group (UK) Plc No Group 54 13 5 6 29 1 0
Alliance Trust Savings Limited No Group 30 0 0 0 0 18 12
Allianz Insurance Plc No Group 2607 0 0 374 2233 0 0
American Express Services Europe Limited No Group 498 136 0 3 359 0 0
American Express Services Europe Limited (AESEL) No Group 124 103 0 1 20 0 0
Amigo Loans Ltd No Group 231 231 0 0 0 0 0
Amtrust Europe Limited No Group 189 0 0 189 0 0 0
Amtrust International Underwriters DAC No Group 63 0 0 63 0 0 0
Arrow Global Limited No Group 58 43 15 0 0 0 0
Arval UK Limited No Group 86 86 0 0 0 0 0
Assurant General Insurance Limited No Group 335 0 0 252 83 0 0
Automobile Association Insurance Services Limited No Group 162 1 1 159 1 0 0
Avantcredit Of Uk, Llc No Group 78 78 0 0 0 0 0
Aviva Insurance Limited AVIVA 1409 0 0 1112 289 5 3
Aviva Life & Pensions UK Limited AVIVA 745 1 43 175 1 144 381
AWP P&C SA No Group 47 0 0 47 0 0 0
AXA Insurance UK Plc AXA 831 0 0 825 5 1 0
AXA PPP Healthcare Limited AXA 194 0 0 193 0 0 1
Bank of Ireland (UK) Plc BANK OF IRELAND 329 195 61 2 58 11 2
Bank of Scotland Plc LLOYDS 19538 2716 737 229 15705 130 21
Barclays Bank Plc BARCLAYS (GS) 62 62 0 0 0 0 0
Barclays Bank UK PLC BARCLAYS (GS) 12362 4312 468 154 7063 324 41
BISL Limited No Group 102 0 0 102 0 0 0
Black Horse Limited LLOYDS 695 336 8 3 348 0 0
Blemain Finance Limited No Group 46 0 42 2 2 0 0
Blue Motor Finance Ltd No Group 97 95 0 2 0 0 0
BMW Financial Services (GB) Limited No Group 381 371 0 2 8 0 0
Bradford & Bingley Plc UK ASSET RESOLUTION 560 0 24 16 495 21 4
British Gas Insurance Limited No Group 440 0 0 440 0 0 0
British Gas Services Limited No Group 133 2 0 131 0 0 0
BUPA Insurance Limited BUPA 153 0 0 153 0 0 0
Cabot Credit Management Group Limited No Group 96 96 0 0 0 0 0
Calpe Insurance Company Limited No Group 101 0 0 101 0 0 0
Canada Life Limited No Group 52 0 0 14 0 9 29
Canada Square Operations Limited CITI - EMEA GROUP 3108 3 2 6 3097 0 0
Capital One (Europe) plc No Group 4633 353 0 0 4280 0 0
Cash On Go Limited No Group 275 275 0 0 0 0 0
Casheuronet UK LLC No Group 5717 5717 0 0 0 0 0
Caversham Finance Limited No Group 926 913 0 10 3 0 0
Chubb European Group SE No Group 37 0 0 37 0 0 0
CIGNA Europe Insurance Company SA-NV No Group 48 0 0 43 5 0 0
CIS General Insurance Limited No Group 271 0 0 270 1 0 0
Citifinancial Europe Limited No Group 76 1 1 2 71 0 1
Close Brothers Limited No Group 211 166 0 30 14 0 1
Clydesdale Bank Plc No Group 815 417 55 23 277 40 3
Clydesdale Financial Services Limited BARCLAYS (GS) 787 768 0 1 18 0 0
Cofunds Limited AEGON GROUP 182 5 0 0 0 169 8
Connells Limited SKIPTON GROUP 82 0 33 8 40 1 0
Countrywide Assured Plc No Group 67 0 0 23 3 17 24
Countrywide Principal Services Limited No Group 84 0 37 15 31 0 1
Covea Insurance plc No Group 213 0 0 209 4 0 0
Coventry Building Society No Group 140 15 11 2 112 0 0
Creation Consumer Finance Ltd No Group 242 216 0 2 24 0 0
Creation Financial Services Limited No Group 204 128 0 3 72 0 1
CURO TRANSATLANTIC LIMITED No Group 2048 2048 0 0 0 0 0
DAS Legal Expenses Insurance Company Limited No Group 105 0 0 105 0 0 0
DFS Trading Limited No Group 75 3 0 1 71 0 0
DJS (UK) Limited No Group 259 259 0 0 0 0 0
Domestic & General Insurance Plc No Group 57 0 0 57 0 0 0
DSG Retail Limited No Group 58 16 0 40 2 0 0
Elderbridge Limited No Group 72 26 45 0 1 0 0
Eldon Insurance Services Ltd No Group 74 0 0 74 0 0 0
Elevate Credit International Limited No Group 2081 2081 0 0 0 0 0
Elite Insurance Company Limited No Group 80 0 0 80 0 0 0
Equifax Limited No Group 144 144 0 0 0 0 0
Equiniti Financial Services Limited No Group 47 1 0 0 0 44 2
esure Insurance Limited No Group 445 0 0 445 0 0 0
EUI Limited ADMIRAL GROUP 67 0 0 67 0 0 0
Europ Assistance S.A. No Group 76 0 0 76 0 0 0
Europaische Reiseversicherung AG No Group 120 0 0 120 0 0 0
Experian Limited No Group 168 163 0 5 0 0 0
Express Finance (Bromley) Limited No Group 526 526 0 0 0 0 0
FCE Bank Plc No Group 116 107 0 0 9 0 0
Ferratum UK Ltd. No Group 151 151 0 0 0 0 0
Financial Administration Services Limited No Group 42 0 0 0 0 38 4
Financial Insurance Company Limited No Group 13818 1 0 8 13809 0 0
First Central Insurance Management Ltd No Group 73 1 0 72 0 0 0
First Rate Exchange Services Ltd No Group 37 37 0 0 0 0 0
First Response Finance Ltd No Group 56 43 0 2 11 0 0
Firstplus Financial Group Plc BARCLAYS (GS) 64 2 20 0 42 0 0
FirstRand Bank Limited No Group 246 239 0 3 4 0 0
Gain Credit LLC No Group 3702 3702 0 0 0 0 0
GE Money Consumer Lending Limited No Group 41 23 4 0 14 0 0
Gefion Insurance A/S No Group 44 0 0 44 0 0 0
Great Lakes Insurance SE No Group 227 0 0 226 1 0 0
Halifax Share Dealing Limited LLOYDS 45 1 0 0 0 44 0
Hargreaves Lansdown Asset Management Limited No Group 63 3 0 1 0 40 19
Hastings Insurance Services Limited No Group 271 2 0 269 0 0 0
HFC Bank Limited HSBC (GS) 546 5 1 1 539 0 0
Hitachi Capital (UK) Plc No Group 310 298 0 0 12 0 0
Home Retail Group Card Services Limited No Group 104 94 0 0 10 0 0
Home Retail Group Insurance Services Limited No Group 126 0 0 1 125 0 0
HSBC UK Bank Plc HSBC (GS) 6755 2776 202 174 3427 152 24
IGO4 Limited No Group 77 0 0 77 0 0 0
Indigo Michael Limited No Group 181 181 0 0 0 0 0
Instant Cash Loans Limited No Group 1848 1848 0 0 0 0 0
Insurance Factory Ltd No Group 43 0 0 43 0 0 0
Inter Partner Assistance SA No Group 288 0 0 288 0 0 0
Interactive Investor Services Limited No Group 100 3 0 0 0 73 24
J D Williams & Company Limited No Group 245 179 0 3 63 0 0
John Lewis Financial Services Limited HSBC (GS) 111 109 0 1 1 0 0
Kensington Mortgage Company Limited No Group 162 0 135 1 26 0 0
LeasePlan UK Limited No Group 108 107 0 1 0 0 0
Leeds Building Society No Group 161 11 45 2 98 5 0
Legal & General Insurance Limited LEGAL & GENERAL 487 0 0 434 53 0 0
Legal & General Partnership Services Limited LEGAL & GENERAL 187 0 54 48 73 1 11
Legal and General Assurance Society Limited LEGAL & GENERAL 279 0 0 168 0 28 83
Link Financial Outsourcing Limited No Group 98 96 2 0 0 0 0
Liverpool Victoria Friendly Society Limited LIVERPOOL VICTORIA GROUP 65 2 1 28 9 7 18
Liverpool Victoria Insurance Company Limited LIVERPOOL VICTORIA GROUP 303 0 0 303 0 0 0
Lloyds Bank General Insurance Limited LLOYDS 283 0 0 282 1 0 0
Lloyds Bank PLC LLOYDS 15848 3687 185 175 11606 153 42
Lowell Financial Ltd No Group 79 79 0 0 0 0 0
Madison CF UK Limited No Group 153 153 0 0 0 0 0
Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. No Group 241 0 0 241 0 0 0
Markerstudy Insurance Company Limited No Group 82 0 0 82 0 0 0
Marks & Spencer Financial Services plc HSBC (GS) 689 213 4 21 451 0 0
MBNA Limited LLOYDS 2374 366 0 7 2001 0 0
MCE Insurance Company Limited No Group 66 0 0 66 0 0 0
MEM Consumer Finance Limited No Group 1362 1362 0 0 0 0 0
Mercedes-Benz Financial Services UK Limited No Group 217 215 0 1 1 0 0
Metro Bank PLC No Group 270 256 8 0 0 4 2
Moneybarn No. 1 Limited No Group 184 183 0 1 0 0 0
Mortgage Express UK ASSET RESOLUTION 65 4 59 0 2 0 0
MYJAR Limited No Group 1225 1225 0 0 0 0 0
National House-Building Council No Group 191 0 0 191 0 0 0
National Savings and Investments No Group 116 116 0 0 0 0 0
National Westminster Bank Plc THE ROYAL BANK OF SCOTLAND GROUP 5454 3430 251 67 1616 78 12
Nationwide Building Society NATIONWIDE 4989 1200 205 43 3491 43 7
Newcastle Building Society No Group 68 5 5 0 58 0 0
NewDay Ltd No Group 638 569 0 1 68 0 0
Next Retail Limited No Group 44 44 0 0 0 0 0
Northern Bank Limited No Group 143 35 2 7 99 0 0
Nottingham Building Society No Group 41 4 2 0 35 0 0
NRAM Limited UK ASSET RESOLUTION 155 9 130 2 10 3 1
NRAM plc No Group 247 2 90 1 149 5 0
One Call Insurance Services Limited No Group 47 0 0 47 0 0 0
OneSavings Bank Plc No Group 30 13 14 0 3 0 0
Openwork Limited No Group 55 0 18 11 6 4 16
PayPal Europe Sarl & Cie, SCA No Group 325 325 0 0 0 0 0
PDL Finance Limited No Group 798 798 0 0 0 0 0
Phoenix Life Assurance Limited PHOENIX GROUP 120 0 2 13 0 21 84
Phoenix Life Limited PHOENIX GROUP 273 1 7 32 0 43 190
Pinnacle Insurance Plc No Group 159 0 0 57 102 0 0
Preferred Mortgages Limited No Group 57 0 52 2 3 0 0
Principality Building Society No Group 39 4 15 1 16 3 0
Provident Personal Credit Limited No Group 1480 1480 0 0 0 0 0
PSA Finance UK Limited No Group 261 240 0 5 16 0 0
QIC Europe Ltd No Group 46 0 0 46 0 0 0
R. Raphael & Sons Plc No Group 52 43 0 1 8 0 0
RAC Insurance Limited No Group 50 0 0 50 0 0 0
RAC Motoring Services No Group 54 0 0 54 0 0 0
RCI Financial Services Limited No Group 124 118 0 0 6 0 0
ReAssure Limited No Group 231 0 3 57 0 40 131
Red Sands Insurance Company (Europe) Limited No Group 210 0 0 207 3 0 0
Revolut Limited No Group 144 144 0 0 0 0 0
Royal & Sun Alliance Insurance Plc RSA INSURANCE UK 928 1 0 913 14 0 0
Saga Services Limited No Group 114 1 0 113 0 0 0
Sainsbury's Bank Plc No Group 408 373 8 27 0 0 0
Santander Cards UK Limited SANTANDER UK 680 2 0 0 678 0 0
Santander Consumer (UK) Plc SANTANDER UK 195 173 0 1 21 0 0
Santander UK Plc SANTANDER UK 6609 2458 450 91 3455 140 15
Scottish Equitable Plc AEGON GROUP 77 0 0 11 0 3 63
Scottish Widows Limited LLOYDS 203 0 1 55 1 46 100
Secure Trust Bank Plc No Group 125 116 0 0 9 0 0
Sesame Limited AVIVA 95 0 22 21 8 19 25
Shawbrook Bank Limited No Group 383 374 9 0 0 0 0
Shop Direct Finance Company Limited No Group 1073 640 0 3 430 0 0
Skipton Building Society SKIPTON GROUP 144 26 21 2 80 14 1
Skyfire Insurance Company Limited No Group 50 0 0 50 0 0 0
Southern Pacific Mortgage Limited No Group 88 1 73 3 11 0 0
Southern Rock Insurance Company Limited No Group 77 0 0 77 0 0 0
St Andrew's Insurance plc LLOYDS 748 0 0 90 658 0 0
St. James's Place Wealth Management Plc ST JAMES PLACE 69 0 5 6 0 29 29
Standard Life Assurance Limited STANDARD LIFE 72 0 0 8 0 11 53
Startline Motor Finance Limited No Group 67 67 0 0 0 0 0
Studio Retail Limited No Group 224 160 0 3 61 0 0
Sun Life Assurance Company of Canada (U.K.) Limited No Group 116 0 0 14 0 22 80
Swinton Group Ltd No Group 57 0 0 57 0 0 0
Telefonica Insurance S.A. No Group 64 0 0 64 0 0 0
Telefonica UK Limited No Group 51 47 0 3 0 1 0
Tesco Personal Finance PLC TESCO PERSONAL FINANCE 1346 551 4 69 722 0 0
Tesco Underwriting Limited AGEAS 96 0 0 96 0 0 0
The Co-operative Bank Plc No Group 1043 324 49 6 656 7 1
The Mortgage Business Plc LLOYDS 51 0 46 0 5 0 0
The Mortgage Works (UK) Plc NATIONWIDE 53 0 53 0 0 0 0
The National Farmers' Union Mutual Insurance Society Limited No Group 109 0 0 107 0 1 1
The Prudential Assurance Company Limited PRUDENTIAL PLC 309 0 2 16 6 75 210
The Royal Bank of Scotland Plc THE ROYAL BANK OF SCOTLAND GROUP 3286 1235 118 42 1823 47 21
The Royal London Mutual Insurance Society Limited ROYAL LONDON GROUP 245 0 0 69 1 48 127
The Society of Lloyd's No Group 286 0 0 281 5 0 0
Trusted Cash Limited No Group 84 84 0 0 0 0 0
TSB Bank plc No Group 5764 5547 196 7 2 12 0
UK Insurance Limited DIRECT LINE GROUP 1556 0 0 1553 3 0 0
Ulster Bank Ltd THE ROYAL BANK OF SCOTLAND GROUP 155 102 15 2 32 3 1
Uncle Buck Finance LLP No Group 401 401 0 0 0 0 0
Union Reiseversicherung AG No Group 215 0 0 215 0 0 0
Unum Ltd No Group 66 0 0 66 0 0 0
Vanquis Bank Limited No Group 799 799 0 0 0 0 0
Vauxhall Finance plc No Group 86 73 0 0 13 0 0
Virgin Media Mobile Finance Limited No Group 42 39 0 3 0 0 0
Virgin Money plc No Group 295 240 40 0 4 6 5
Vitality Corporate Services Limited No Group 33 0 0 26 0 0 7
Vitality Health Limited No Group 66 0 0 63 0 0 3
Volkswagen Financial Services (UK) Limited No Group 1044 1023 0 10 11 0 0
Watford Insurance Company Europe Limited No Group 41 0 0 41 0 0 0
WDFC UK Limited No Group 2356 2356 0 0 0 0 0
Welcome Financial Services Limited No Group 238 39 13 1 185 0 0
West Bromwich Building Society No Group 62 2 8 3 49 0 0
Western Circle Limited No Group 74 74 0 0 0 0 0
Wirecard Card Solutions Limited No Group 64 64 0 0 0 0 0
WorldPay (UK) Limited No Group 88 88 0 0 0 0 0
Yorkshire Building Society YORKSHIRE 720 51 51 6 598 14 0
Zenith Insurance plc No Group 145 0 0 145 0 0 0
Zurich Assurance Ltd No Group 159 3 5 44 1 23 83
Zurich Insurance PLC No Group 124 0 0 124 0 0 0

This table shows the number of new cases received by the ombudsman service in the six-month period from 01 Jul to 31 Dec 2018 – 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.