complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 1 July to 31 December 2012. 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 1 July to 31 December 2012. 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
Zurich Insurance PLC Zurich 204 0 0 198 3 0 3
Zurich Assurance Ltd Zurich 349 0 0 74 27 40 208
Zenith Insurance plc No Group 76 0 0 76 0 0 0
Yorkshire Building Society Yorkshire 1730 70 67 17 1544 20 12
Wonga.Com Limited No Group 49 49 0 0 0 0 0
West Bromwich Building Society West Bromwich Group 211 15 18 6 161 8 3
Welcome Loans Limited No Group 68 68 0 0 0 0 0
Welcome Financial Services Limited CATTLES 417 197 6 6 208 0 0
Volkswagen Financial Services (UK) Limited No Group 100 65 0 2 33 0 0
Virgin Money plc Virgin Money 99 29 64 0 3 3 0
Vanquis Bank Limited No Group 1295 1295 0 0 0 0 0
Unum Ltd Unum Limited 50 0 0 50 0 0 0
Ulster Bank Ltd Royal Bank Of Scotland 393 170 9 8 198 8 0
UK Insurance Limited Royal Bank Of Scotland 1696 0 0 1627 68 0 1
UK Car Group Limited No Group 254 6 0 7 241 0 0
The Society of Lloyd's No Group 321 0 0 181 139 0 1
The Royal London Mutual Insurance Society Limited Royal London Group 370 0 0 75 11 18 266
The Royal Bank of Scotland Plc Royal Bank Of Scotland 8446 1212 215 73 6750 147 49
The Prudential Assurance Company Limited Prudential PLC 465 0 8 41 22 40 354
The National Farmers' Union Mutual Insurance Society Limited National Farmers Union Mutual Society Limited 102 0 0 95 0 1 6
The Mortgage Works (UK) Plc Nationwide 81 1 69 1 10 0 0
The Mortgage Matters Partnership No Group 76 0 20 1 55 0 0
The Mortgage Business Plc Lloyds 53 0 41 0 12 0 0
The Governor and Company of the Bank of Ireland Bank of Ireland 91 21 40 2 21 2 5
The Funding Corporation Limited No Group 135 11 0 0 124 0 0
The Co-operative Bank Plc CO-OP 1403 344 92 19 877 49 22
The Carphone Warehouse Ltd No Group 61 0 0 61 0 0 0
Tesco Underwriting Limited Ageas Insurance Limited 167 0 0 167 0 0 0
Tesco Personal Finance PLC Tesco Personal Finance 2974 264 1 76 2632 1 0
Swinton Group Ltd No Group 110 0 0 110 0 0 0
Swift Advances Plc No Group 50 46 4 0 0 0 0
Sun Life Assurance Company of Canada (U.K.) Limited No Group 242 1 0 11 2 7 221
Stonebridge International Insurance Ltd No Group 38 0 0 32 3 0 3
Standard Life Assurance Limited Standard Life 200 0 0 18 2 8 172
St. James's Place Wealth Management Plc St James Place 89 0 7 16 7 32 27
St Andrew's Insurance plc Lloyds 346 0 0 197 148 0 1
Southern Rock Insurance Company Limited No Group 33 0 0 33 0 0 0
Southern Pacific Mortgage Limited No Group 98 2 54 1 41 0 0
Skyfire Insurance Company Limited No Group 33 0 0 33 0 0 0
Skipton Building Society Skipton Group 273 19 17 6 225 2 4
Shop Direct Finance Company Limited Shop Direct Group 971 352 0 4 615 0 0
Sesame Limited Friends Provident 263 0 26 28 69 67 73
Scottish Widows plc Lloyds 179 1 0 39 2 26 111
Scottish Equitable Plc Aegon Group 83 0 0 14 0 7 62
Santander UK Plc Santander UK 9432 4093 900 225 3858 190 166
Santander Consumer (UK) Plc Santander UK 257 130 0 1 125 0 1
Santander Cards UK Limited Santander UK 1064 518 0 6 540 0 0
Sainsbury's Bank Plc Sainsburys Bank 77 74 0 3 0 0 0
Saga Services Limited No Group 102 0 0 102 0 0 0
Royal & Sun Alliance Insurance Plc Royal & Sun Alliance 595 0 0 545 47 0 3
RiverStone Insurance Limited No Group 46 0 0 45 1 0 0
Red Sands Insurance Company (Europe) Limited No Group 69 0 0 69 0 0 0
ReAssure Limited SWISS RE 233 0 1 51 1 7 173
RCI Financial Services Limited No Group 48 33 0 2 13 0 0
R. Raphael & Sons Plc No Group 225 199 0 0 26 0 0
PTI Insurance Company Limited No Group 72 0 0 72 0 0 0
Provident Personal Credit Limited No Group 52 52 0 0 0 0 0
Progressive Credit Limited No Group 675 151 0 3 521 0 0
Preferred Mortgages Limited No Group 43 0 29 1 13 0 0
Positive Solutions (Financial Services) Limited Aegon Group 77 0 7 10 15 28 17
Pinnacle Insurance Plc Cardiff Pinnacle 552 0 0 133 418 0 1
Phoenix Life Limited Phoenix Group 484 1 3 63 9 23 385
Phoenix Life Assurance Limited Phoenix Group 136 0 1 17 6 9 103
Personal Touch Financial Services Ltd No Group 68 1 22 9 33 1 2
PayPal Sarl & Cie, SCA No Group 93 93 0 0 0 0 0
Openwork Limited Zurich 132 1 26 9 50 24 22
Ocean Finance and Mortgages Limited No Group 126 3 0 0 123 0 0
Northern Rock (Asset Management) plc UK Asset Resolution 1530 38 512 5 959 1 15
Northern Bank Limited No Group 458 24 7 2 418 3 4
Newcastle Building Society No Group 243 8 13 1 218 2 1
NEO Media Solutions Limited No Group 67 67 0 0 0 0 0
Nemo Personal Finance Limited Principality 30 6 1 0 23 0 0
Nationwide Building Society Nationwide 9847 666 270 80 8668 115 48
National Westminster Bank Plc Royal Bank Of Scotland 8679 3378 300 127 4733 100 41
National Savings and Investments No Group 114 113 0 0 0 1 0
National House-Building Council No Group 96 0 0 96 0 0 0
Mortgage Express UK Asset Resolution 116 0 100 0 16 0 0
Microcredit Limited No Group 38 38 0 0 0 0 0
MBNA Limited MBNA 16075 3754 0 33 12288 0 0
Marks & Spencer Financial Services plc HSBC 1447 91 0 17 1339 0 0
Markerstudy Insurance Company Limited No Group 61 0 0 61 0 0 0
Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. No Group 141 0 0 139 2 0 0
Mapfre Asistencia S A No Group 182 0 0 181 1 0 0
London General Insurance Company Limited No Group 86 0 0 36 50 0 0
Loans.co.uk Ltd MBNA 554 6 5 0 543 0 0
Loan & Finance Solutions Limited No Group 39 39 0 0 0 0 0
Lloyds TSB Private Banking Ltd Lloyds 45 9 0 1 0 33 2
Lloyds TSB Insurance Services Limited Lloyds 67 0 0 51 15 0 1
Lloyds TSB General Insurance Limited Lloyds 296 0 0 177 119 0 0
Lloyds TSB Bank Plc Lloyds 45727 2740 108 304 42195 206 174
Liverpool Victoria Insurance Company Limited Liverpool Victoria Group 342 0 0 340 2 0 0
Liverpool Victoria Friendly Society Limited Liverpool Victoria Group 97 6 0 20 37 9 25
Legal & General Partnership Services Limited Legal & General 339 0 30 35 273 0 1
Legal & General Insurance Limited Legal & General 276 0 0 125 151 0 0
Legal & General Assurance Society Limited Legal & General 425 0 0 136 5 45 239
Leeds Building Society No Group 358 5 37 2 308 4 2
Kwik-Fit Insurance Services Ltd Ageas Insurance Limited 44 0 0 43 1 0 0
Kensington Mortgage Company Limited No Group 156 11 95 0 50 0 0
J D Williams & Company Limited No Group 111 45 0 1 65 0 0
Interactive Investor Trading Limited No Group 65 1 0 0 0 62 2
Inter Partner Assistance SA No Group 412 0 0 412 0 0 0
IGO4 Limited No Group 48 0 0 48 0 0 0
HSBC Bank plc HSBC 12784 2039 258 638 9573 180 96
Homeserve Membership Limited No Group 55 0 0 54 1 0 0
Homecare Insurance Limited No Group 55 0 0 55 0 0 0
Home Retail Group Insurance Services Limited No Group 601 0 0 0 601 0 0
Home Retail Group Card Services Limited No Group 54 54 0 0 0 0 0
Hitachi Capital (UK) Plc No Group 63 51 0 0 12 0 0
HFC Bank Limited HSBC 2342 90 0 8 2244 0 0
Hastings Insurance Services Ltd No Group 36 0 0 36 0 0 0
Halifax Insurance Ireland Ltd Lloyds 421 0 0 4 416 0 1
Halifax General Insurance Services Limited Lloyds 55 0 0 55 0 0 0
Guardian Assurance Limited No Group 90 0 0 11 3 1 75
Groupama Insurance Company Limited Ageas Insurance Limited 176 0 0 132 44 0 0
Great Lakes Reinsurance (UK) Plc No Group 93 0 0 93 0 0 0
GE Money Home Lending Limited General Electric 270 19 83 1 167 0 0
GE Money Consumer Lending Limited General Electric 167 40 3 1 123 0 0
Friends Life WL Limited Friends Provident 89 0 0 7 0 2 80
Friends Life Services Limited Friends Provident 182 0 1 31 4 21 125
Friends Life Limited Friends Provident 226 0 0 55 0 11 160
Friends Life Company Limited Friends Provident 54 0 0 10 2 4 38
FirstRand Bank Limited No Group 114 49 0 0 65 0 0
Firstplus Financial Group Plc Barclays 254 103 1 0 150 0 0
First Response Finance Ltd No Group 339 7 0 2 330 0 0
First Central Insurance Management Ltd No Group 48 0 0 48 0 0 0
Financial Insurance Company Limited No Group 594 0 0 5 589 0 0
FCE Bank Plc No Group 137 29 0 1 107 0 0
Express Gifts Ltd No Group 181 15 0 0 166 0 0
Everyday Loans Limited No Group 419 5 0 0 414 0 0
esure Insurance Limited ESURE 151 0 0 151 0 0 0
Direct Auto Finance Insurance Services Ltd No Group 60 0 0 6 54 0 0
Decidebloom Limited No Group 92 15 0 12 65 0 0
DAS Legal Expenses Insurance Company Limited No Group 128 0 0 128 0 0 0
CT Capital PLC Central Trust 415 8 1 1 405 0 0
Creation Financial Services Limited No Group 266 109 0 1 155 0 1
Creation Consumer Finance Ltd No Group 136 69 0 2 65 0 0
Coventry Building Society No Group 229 3 19 4 200 0 3
Covea Insurance plc No Group 83 0 0 83 0 0 0
Countrywide Principal Services Limited No Group 146 0 36 29 79 0 2
Countrywide Assured Plc No Group 128 0 0 31 25 2 70
Co-operative Insurance Society Limited CO-OP 355 0 0 33 47 86 189
Connells Limited Skipton Group 190 0 32 6 150 0 2
Commercial Vehicle Direct Insurance Services Ltd No Group 44 0 0 44 0 0 0
Combined Insurance Company of America No Group 60 0 0 59 0 0 1
Clydesdale Financial Services Limited Barclays 440 402 0 0 38 0 0
Clydesdale Bank Plc National Australia Group 4669 368 85 35 4127 33 21
CitiFinancial Europe Plc Citibank 385 74 2 1 308 0 0
Citibank International plc Citibank 78 43 0 0 34 0 1
CIS Unit Managers Limited CO-OP 58 0 0 0 1 57 0
CIS General Insurance Limited CO-OP 290 0 0 280 4 2 4
Cheltenham & Gloucester plc Lloyds 757 27 190 15 513 2 10
Card Protection Plan Ltd No Group 31 0 0 29 2 0 0
Capital One Homeowner Loans Limited No Group 36 0 0 0 36 0 0
Capital One (Europe) plc Capital One 10115 453 0 2 9660 0 0
Canada Square Operations plc Citibank 918 42 1 0 875 0 0
Canada Life Limited Canada Life 82 0 0 17 0 3 62
Cabot Financial (Europe) Limited No Group 47 47 0 0 0 0 0
BUPA Insurance Limited BUPA 211 0 0 211 0 0 0
British Gas Insurance Limited No Group 199 0 0 199 0 0 0
British Credit Trust Holdings Ltd No Group 139 9 0 4 126 0 0
Bradford & Bingley Plc UK Asset Resolution 937 2 78 19 780 15 43
BMW Financial Services(GB) Limited No Group 98 72 0 1 25 0 0
Blue Sky Personal Finance Limited No Group 77 1 0 0 76 0 0
Blemain Finance Limited No Group 60 55 5 0 0 0 0
Black Horse Limited Lloyds 6133 241 0 4 5888 0 0
BISL Limited No Group 158 0 0 158 0 0 0
BDML Connect Limited No Group 44 0 0 44 0 0 0
Barclays Stockbrokers Limited Barclays 40 0 0 0 0 40 0
Barclays Insurance (Dublin) Limited Barclays 73 0 0 22 51 0 0
Barclays Bank Plc Barclays 44725 5548 467 270 37883 337 220
Banque PSA Finance No Group 99 49 0 1 49 0 0
Bank of Scotland Plc Lloyds 39375 3009 1087 416 34434 229 200
Bank of Ireland (UK) Plc Bank of Ireland 633 177 45 10 387 8 6
AXA PPP Healthcare Limited AXA 58 0 0 58 0 0 0
AXA Insurance UK Plc AXA 701 0 0 662 38 1 0
Aviva Life Services UK Limited AVIVA 142 0 8 26 15 30 63
Aviva Life & Pensions UK Limited AVIVA 616 0 33 91 0 49 443
Aviva Insurance Limited AVIVA 1363 1 0 564 780 1 17
Aviva Health UK Limited AVIVA 52 0 0 52 0 0 0
Automobile Association Insurance Services Limited No Group 118 0 0 111 7 0 0
Assurant General Insurance Limited No Group 181 0 0 111 70 0 0
Aria Insurance Services Limited Europ Assistance 37 0 0 36 0 0 1
Anglian Windows Ltd No Group 111 4 2 0 105 0 0
Amtrust Europe Limited No Group 70 0 0 68 2 0 0
American Express Services Europe Limited No Group 373 87 0 2 284 0 0
Allianz Insurance Plc Allianz Insurance 1109 0 0 218 891 0 0
Allianz Global Assistance No Group 48 0 0 48 0 0 0
AIG Europe Limited No Group 74 0 0 74 0 0 0
AIB Group (UK) Plc No Group 444 59 14 2 366 0 3
Ageas Insurance Limited Ageas Insurance Limited 515 0 0 514 1 0 0
Advantage Insurance Company Limited No Group 87 0 0 87 0 0 0
Advantage Finance Ltd No Group 75 4 0 6 65 0 0
Admiral Insurance Company Limited Admiral Group 315 0 0 315 0 0 0
Acromas Insurance Company Limited No Group 209 0 0 209 0 0 0
ACF Car Finance Limited No Group 92 6 0 3 83 0 0
ACE European Group Limited No Group 84 0 0 81 3 0 0
Abbey Life Assurance Company Limited No Group 192 0 0 16 0 6 170

This table shows the number of new cases received by the ombudsman service in the six-month period from 1 July to 31 December 2012 – 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.