complaints data – showing individual financial businesses

The two tables of figures on this page cover the six months from 1 July to 31 December 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 in this six-month period from 1 July to 31 December 2009. Complaints relating to these businesses made up around 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. You can also look at complaints data relating to the previous six-month period – but please note that business names (and brand or trading names) may have changed between periods.

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
Zurich Insurance PLC Zurich 266 0 0 263 0 3
Zurich Assurance Ltd Zurich 260 0 0 29 44 187
Zurich Advice Network Limited Zurich 73 0 4 12 6 51
Yorkshire Building Society Yorkshire 69 19 18 13 8 11
Winterthur Life UK Limited AXA 77 0 0 3 2 72
Windsor Life Assurance Company Limited SWISS RE 152 1 5 18 2 126
Wills & Co Stockbrokers Ltd No Group 36 0 0 0 36 0
Welcome Financial Services Limited Welcome 1039 243 16 779 0 1
Vanquis Bank Limited No Group 175 168 0 7 0 0
Unum Ltd Unum Limited 33 0 0 33 0 0
Ulster Bank Ltd Royal Bank Of Scotland 94 46 5 42 0 1
UK Insurance Limited Royal Bank Of Scotland 447 0 0 447 0 0
The Society of Lloyd's No Group 120 0 0 120 0 0
The Royal London Mutual Insurance Society Limited Royal London Group 320 3 0 26 22 269
The Royal Bank of Scotland Plc Royal Bank Of Scotland 2557 662 92 1695 57 51
The Prudential Assurance Company Limited Prudential PLC 468 1 1 36 49 381
The National Insurance & Guarantee Corporation Ltd Royal Bank Of Scotland 154 0 0 154 0 0
The National Farmers' Union Mutual Insurance Society Limited National Farmers Union Mutual Society Limited 49 0 0 45 1 3
The Mortgage Business Plc Lloyds 38 0 37 1 0 0
The Governor and Company of the Bank of Ireland Bank of Ireland 232 149 28 42 6 7
The Equitable Life Assurance Society No Group 34 0 0 2 8 24
The Co-operative Bank Plc CO-OP 796 323 49 383 29 12
The Carphone Warehouse Ltd No Group 86 1 0 84 1 0
Tesco Personal Finance PLC Tesco Personal Finance 403 80 0 323 0 0
Talos Securities Limited No Group 46 0 0 0 46 0
Sun Life Assurance Company of Canada (UK) Limited No Group 123 0 0 4 2 117
Standard Life Assurance Limited Standard Life 198 0 0 5 17 176
St. James's Place Wealth Management Plc St James Place 45 0 2 4 26 13
St Andrew's Insurance plc Lloyds 305 0 0 305 0 0
Southern Pacific Mortgage Limited No Group 56 4 51 1 0 0
Skipton Building Society Skipton Group 64 26 24 10 3 1
Simplyhealth Access No Group 47 0 0 47 0 0
Shop Direct Home Shopping Limited Shop Direct Group 96 95 0 1 0 0
Shop Direct Financial Services Ltd Shop Direct Group 83 66 0 17 0 0
Shop Direct Finance Company Limited Shop Direct Group 200 159 0 41 0 0
Sesame Limited Sesame 98 0 6 6 28 58
Scottish Widows plc Lloyds 177 1 0 43 28 105
Scottish Provident Limited Pearl Group 31 0 0 24 0 7
Scottish Friendly Assurance Society Limited No Group 46 1 0 1 25 19
Scottish Equitable Plc Aegon Group 62 0 0 15 9 38
Santander UK Plc Abbey 2983 2023 284 370 137 169
Santander Cards UK Limited No Group 424 330 1 93 0 0
Sainsbury's Bank Plc Sainsburys Bank 91 74 0 17 0 0
Saga Services Limited No Group 51 0 0 51 0 0
Royal Liver Assurance Limited No Group 35 0 0 1 4 30
Royal & Sun Alliance Insurance Plc Royal & Sun Alliance 397 0 0 397 0 0
Quinn Insurance Limited No Group 54 0 0 54 0 0
QBE Insurance (Europe) Limited No Group 48 0 0 48 0 0
Prudential Health Limited Prudential PLC 38 0 0 38 0 0
Professional Travel Insurance Company Limited No Group 47 0 0 47 0 0
Pinnacle Insurance Plc Cardiff Pinnacle 144 0 0 143 0 1
Phoenix Life Limited Pearl Group 570 0 0 47 64 459
Pearl Assurance Public Limited Company Pearl Group 124 0 1 7 7 109
PayPal Sarl & Cie, SCA No Group 151 150 0 1 0 0
Openwork Limited Zurich 43 0 9 12 11 11
Ocean Finance and Mortgages Limited No Group 53 1 0 52 0 0
Norwich and Peterborough Building Society No Group 38 21 4 6 7 0
Northern Rock (Asset Management) plc Northern Rock 394 36 142 208 0 8
Northern Bank Limited No Group 36 22 1 7 3 3
Newcastle Building Society No Group 46 34 5 2 0 5
Nemo Personal Finance Limited Principality 100 4 6 90 0 0
Nationwide Building Society Nationwide 1349 839 138 243 74 55
National Westminster Bank Plc Royal Bank Of Scotland 2919 1864 114 847 71 23
National Savings and Investments No Group 38 38 0 0 0 0
National House-Building Council No Group 50 0 0 50 0 0
Mortgage Express Bradford & Bingley 95 1 94 0 0 0
Mondial Assistance Europe N.V. No Group 35 0 0 35 0 0
MMA Insurance Plc No Group 56 0 0 56 0 0
MBNA Europe Bank Limited MBNA 1918 1098 0 820 0 0
Marks & Spencer Financial Services plc HSBC 210 126 0 84 0 0
Mandrake Associates Limited No Group 40 0 0 0 0 40
London and Edinburgh Insurance Company Limited AVIVA 63 0 0 63 0 0
Loans.co.uk Ltd MBNA 267 1 0 266 0 0
Lloyds TSB Private Banking Ltd Lloyds 74 8 0 0 57 9
Lloyds TSB Insurance Services Limited Lloyds 34 0 0 34 0 0
Lloyds TSB General Insurance Limited Lloyds 296 1 0 295 0 0
Lloyds TSB Bank Plc Lloyds 9952 4693 54 4853 236 116
Liverpool Victoria Insurance Company Limited Liverpool Victoria Group 173 0 0 173 0 0
Liverpool Victoria Friendly Society Limited Liverpool Victoria Group 53 1 0 9 12 31
Lincoln Assurance Limited No Group 92 0 0 7 6 79
Legal & General Partnership Services Limited Legal & General 43 0 13 30 0 0
Legal & General Insurance Limited Legal & General 296 0 0 296 0 0
Legal & General Assurance Society Limited Legal & General 397 0 0 60 93 244
Kensington Mortgage Company Limited No Group 50 2 48 0 0 0
Inter Partner Assistance No Group 290 0 0 290 0 0
ING Direct N.V. No Group 97 91 2 0 4 0
IGI Insurance Company Limited No Group 34 0 0 34 0 0
HSBC Insurance (UK) Limited HSBC 42 0 0 42 0 0
HSBC Bank plc HSBC 3048 1823 106 901 164 54
Homeserve Membership Limited No Group 77 0 0 77 0 0
HFC Bank Limited HSBC 581 145 2 434 0 0
Hastings Insurance Services Ltd No Group 49 0 0 49 0 0
Halifax Share Dealing Limited Lloyds 43 0 0 0 43 0
Halifax Insurance Ireland Ltd Lloyds 83 0 0 83 0 0
Guardian Assurance Plc Aegon Group 59 0 1 3 0 55
Groupama Insurance Company Limited Groupama 53 0 0 53 0 0
Great Lakes Reinsurance (UK) Plc No Group 105 0 0 105 0 0
GE Money Home Lending Limited General Electric 111 29 56 26 0 0
GE Money Consumer Lending Limited General Electric 87 50 13 24 0 0
Friends Provident Life and Pensions Limited Friends Provident 164 0 0 24 11 129
Freedom Finance Plc. No Group 91 0 1 90 0 0
Fortis Insurance Limited Fortis Insurance Limited 111 0 0 111 0 0
Firstplus Financial Group Plc Barclays 513 66 22 425 0 0
Europ Assistance Insurance Limited Europ Assistance 51 0 0 51 0 0
Europ Assistance Holdings Limited Europ Assistance 169 0 0 169 0 0
EUI Limited Admiral Group 113 0 0 113 0 0
esure Insurance Limited ESURE 81 0 0 81 0 0
Equiniti Financial Services Limited No Group 51 0 0 0 51 0
Eisis Ltd No Group 493 0 0 493 0 0
Egg Banking Plc Citibank 1060 526 5 529 0 0
Domestic & General Insurance Plc Domestic & General Insurance PLC 62 0 0 62 0 0
Direct Line Insurance Plc Royal Bank Of Scotland 547 0 0 547 0 0
DAS Legal Expenses Insurance Company Limited No Group 96 0 0 96 0 0
Countrywide Assured Plc No Group 79 0 1 5 2 71
Co-operative Insurance Society Limited CO-OP 313 0 0 82 57 174
Clydesdale Financial Services Limited Barclays 436 430 0 6 0 0
Clydesdale Bank Plc National Australia Group 1270 495 50 682 33 10
Clerical Medical Investment Group Limited Lloyds 37 0 0 1 15 21
CitiFinancial Europe Plc Citibank 711 495 3 212 1 0
Citibank International plc Citibank 73 58 1 11 2 1
CIS General Insurance Limited CO-OP 129 0 0 126 2 1
Churchill Insurance Company Limited Royal Bank Of Scotland 380 0 0 380 0 0
Cheltenham & Gloucester plc Lloyds 230 18 179 27 1 5
Chelsea Building Society Chelsea Building Society 57 5 33 16 0 3
Chartis Insurance UK Ltd No Group 208 0 0 208 0 0
Central Trust Plc Central Trust 228 9 8 210 0 1
Capital One Bank (Europe) plc Capital One 1609 1165 0 444 0 0
Canada Life Limited Canada Life 62 0 0 18 11 33
BUPA Insurance Limited BUPA 78 0 0 78 0 0
BRIT Insurance Limited No Group 61 0 0 61 0 0
Bradford & Bingley Plc Bradford & Bingley 155 14 38 32 21 50
Black Horse Limited Lloyds 1572 265 7 1300 0 0
BISL Limited No Group 123 0 0 123 0 0
Barclays Stockbrokers Limited Barclays 107 2 0 0 105 0
Barclays Bank Plc Barclays 9836 5908 486 2582 700 160
Bank of Scotland plc Lloyds 7349 4993 561 1100 499 196
AXA Sun Life Services Plc AXA 96 0 0 14 30 52
AXA Sun Life Plc AXA 137 0 1 30 32 74
AXA PPP Healthcare Limited AXA 49 0 0 49 0 0
AXA Insurance UK Plc AXA 565 0 0 564 0 1
Aviva Life Services UK Limited AVIVA 33 1 2 5 8 17
Aviva Life & Pensions UK Limited AVIVA 506 3 11 37 70 385
Aviva Insurance UK Limited AVIVA 658 0 0 650 1 7
Aviva Insurance Limited AVIVA 109 0 1 107 1 0
Aviva Health UK Limited AVIVA 42 0 0 41 1 0
Automobile Association Insurance Services Limited No Group 48 0 0 48 0 0
Assurant General Insurance Limited No Group 53 0 0 53 0 0
American Life Insurance Company (USA) No Group 49 0 0 15 17 17
American Express Services Europe Limited No Group 84 75 0 9 0 0
Allianz Insurance Plc Allianz Cornhill Group 167 1 0 164 0 2
Alliance & Leicester Plc Abbey 1935 1232 110 482 85 26
AIB Group (UK) Plc No Group 142 79 4 55 3 1
Admiral Insurance Company Limited Admiral Group 49 0 0 49 0 0
Acromas Insurance Company Limited No Group 58 0 0 58 0 0
Abbey Life Assurance Company Limited No Group 187 0 0 16 6 165

This table shows the number of new cases received by the ombudsman service in the six-month period from 1 July to 31 December 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.