complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 01 Jul to 31 Dec 2017. 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 Jul to 31 Dec 2017. 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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Zurich Insurance PLC No Group 145 0 0 145 0 0 0
Zurich Assurance Ltd No Group 169 2 1 51 1 39 75
Zenith Insurance plc No Group 181 0 0 181 0 0 0
Yorkshire Building Society YORKSHIRE 729 60 50 7 600 10 2
WorldPay (UK) Limited No Group 85 85 0 0 0 0 0
Wirecard Card Solutions Limited No Group 71 71 0 0 0 0 0
West Bromwich Building Society No Group 82 3 12 3 63 1 0
Welcome Financial Services Limited No Group 230 19 9 1 201 0 0
WDFC UK Limited No Group 2347 2347 0 0 0 0 0
Volkswagen Financial Services (UK) Limited No Group 566 552 0 4 10 0 0
Vitality Health Limited No Group 75 1 0 73 0 0 1
Virgin Money plc No Group 172 129 27 3 4 8 1
Vauxhall Finance plc No Group 113 92 0 3 18 0 0
Vanquis Bank Limited No Group 533 533 0 0 0 0 0
Unum Ltd No Group 51 0 0 51 0 0 0
Union Reiseversicherung AG No Group 164 0 0 164 0 0 0
Uncle Buck Finance LLP No Group 145 145 0 0 0 0 0
Ulster Bank Ltd THE ROYAL BANK OF SCOTLAND GROUP 169 138 5 4 21 0 1
UK Insurance Limited DIRECT LINE GROUP 1392 0 0 1387 4 0 1
TSB Bank plc No Group 855 795 54 4 0 2 0
Towergate Underwriting Group Limited No Group 48 0 0 48 0 0 0
The Society of Lloyd's No Group 230 0 0 228 2 0 0
The Royal London Mutual Insurance Society Limited ROYAL LONDON GROUP 251 2 1 75 1 60 112
The Royal Bank of Scotland Plc THE ROYAL BANK OF SCOTLAND GROUP 3149 1419 136 38 1489 60 7
The Prudential Assurance Company Limited PRUDENTIAL PLC 344 1 2 17 6 82 236
The National Farmers' Union Mutual Insurance Society Limited No Group 113 0 0 108 0 1 4
The Mortgage Works (UK) Plc NATIONWIDE 55 2 48 0 5 0 0
The Co-operative Bank Plc No Group 839 365 62 16 383 10 3
The Car Finance Company (2007) Ltd No Group 90 89 0 1 0 0 0
Tesco Underwriting Limited AGEAS 107 0 0 107 0 0 0
Tesco Personal Finance PLC TESCO PERSONAL FINANCE 1153 365 6 54 727 0 1
Telefonica UK Limited No Group 90 81 0 8 0 1 0
Telefonica Insurance S.A. No Group 85 0 0 85 0 0 0
Swinton Group Ltd No Group 164 0 0 163 1 0 0
Sun Life Assurance Company of Canada (U.K.) Limited No Group 105 0 1 8 0 20 76
Stonebridge International Insurance Ltd No Group 44 0 0 40 0 0 4
Startline Motor Finance Limited No Group 43 43 0 0 0 0 0
Standard Life Assurance Limited STANDARD LIFE 116 1 1 12 2 38 62
St. James's Place Wealth Management Plc ST JAMES PLACE 58 2 2 2 0 21 31
St Andrew's Insurance plc LLOYDS 612 0 0 93 519 0 0
Southern Rock Insurance Company Limited No Group 71 0 0 71 0 0 0
Skyfire Insurance Company Limited No Group 61 0 0 61 0 0 0
Skipton Building Society SKIPTON GROUP 99 5 11 2 71 10 0
Shop Direct Finance Company Limited No Group 2048 635 0 3 1410 0 0
Shawbrook Bank Limited No Group 299 289 9 1 0 0 0
Sesame Limited AVIVA 88 0 15 11 12 19 31
Secure Trust Bank Plc No Group 129 111 1 2 15 0 0
Scottish Widows Limited LLOYDS 152 0 0 32 0 29 91
Scottish Friendly Assurance Society Limited No Group 32 2 0 8 0 15 7
Scottish Equitable Plc AEGON GROUP 56 0 0 11 0 1 44
Santander UK Plc SANTANDER UK 6067 2250 520 111 3005 171 10
Santander Consumer (UK) Plc SANTANDER UK 170 151 3 1 14 1 0
Santander Cards UK Limited SANTANDER UK 160 7 1 2 150 0 0
Sainsbury's Bank Plc No Group 113 103 2 8 0 0 0
Saga Services Limited No Group 77 1 0 76 0 0 0
Sabre Insurance Company Limited No Group 43 0 0 43 0 0 0
Royal & Sun Alliance Insurance Plc RSA INSURANCE UK 612 0 0 602 8 1 1
Red Sands Insurance Company (Europe) Limited No Group 166 0 0 165 1 0 0
ReAssure Limited No Group 148 0 2 38 2 20 86
RCI Financial Services Limited No Group 128 113 0 2 13 0 0
RAC Insurance Limited No Group 56 0 0 56 0 0 0
R. Raphael & Sons Plc No Group 85 82 0 1 2 0 0
PSA Finance UK Limited No Group 249 208 0 13 27 0 1
Provident Personal Credit Limited No Group 489 488 0 0 1 0 0
PRA Group (UK) Limited No Group 55 53 0 2 0 0 0
Pinnacle Insurance Plc No Group 153 0 0 62 91 0 0
Phoenix Life Limited PHOENIX GROUP 203 2 1 38 1 44 117
Phoenix Life Assurance Limited PHOENIX GROUP 99 0 0 11 0 22 66
Pepper (UK) Limited No Group 45 3 42 0 0 0 0
PDL Finance Limited No Group 38 38 0 0 0 0 0
PayPal Europe Sarl & Cie, SCA No Group 217 217 0 0 0 0 0
Paragon Finance Plc No Group 50 30 17 0 3 0 0
Openwork Limited OPENWORK 50 0 17 6 7 7 13
One Call Insurance Services Limited No Group 50 0 0 50 0 0 0
NRAM plc No Group 390 7 134 2 245 2 0
NRAM Limited No Group 73 11 52 1 8 1 0
Northern Bank Limited No Group 159 35 2 3 116 3 0
NewDay Ltd No Group 618 482 0 4 132 0 0
Newcastle Building Society No Group 91 4 5 0 81 1 0
Nationwide Building Society NATIONWIDE 5760 984 276 44 4412 40 4
National Westminster Bank Plc THE ROYAL BANK OF SCOTLAND GROUP 4928 3453 270 83 1054 55 13
National Savings and Investments No Group 79 77 0 0 0 2 0
National House-Building Council No Group 121 0 1 120 0 0 0
MYJAR Limited No Group 201 201 0 0 0 0 0
Motormile Finance UK Limited No Group 31 31 0 0 0 0 0
Mortgage Express UK ASSET RESOLUTION 66 0 65 0 1 0 0
MoneyGram International Limited No Group 38 38 0 0 0 0 0
Moneybarn No. 1 Limited No Group 75 75 0 0 0 0 0
Metro Bank PLC No Group 168 163 5 0 0 0 0
Mercedes-Benz Financial Services UK Limited No Group 262 260 0 1 1 0 0
MEM Consumer Finance Limited No Group 593 591 0 0 2 0 0
MBNA Limited BANK OF AMERICA MERRILL LYNCH GROUP 3368 230 0 15 3123 0 0
Marks & Spencer Financial Services plc HSBC (GS) 657 214 0 17 424 2 0
Markerstudy Insurance Company Limited No Group 69 0 0 69 0 0 0
Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. No Group 369 0 0 369 0 0 0
Madison CF UK Limited No Group 54 54 0 0 0 0 0
Lowell Financial Ltd No Group 57 57 0 0 0 0 0
London General Insurance Company Limited No Group 33 0 0 31 2 0 0
Lloyds Bank PLC LLOYDS 17127 2404 135 151 14199 177 61
Lloyds Bank General Insurance Limited LLOYDS 138 1 0 131 6 0 0
Liverpool Victoria Insurance Company Limited LIVERPOOL VICTORIA GROUP 314 0 0 314 0 0 0
Liverpool Victoria Friendly Society Limited LIVERPOOL VICTORIA GROUP 59 1 0 25 10 5 18
Link Financial Outsourcing Limited No Group 64 63 1 0 0 0 0
Liberty Mutual Insurance Europe Limited No Group 39 0 0 39 0 0 0
Lex Autolease Limited No Group 59 57 0 2 0 0 0
Lending Stream Llc No Group 591 591 0 0 0 0 0
Legal and General Assurance Society Limited LEGAL & GENERAL 198 0 0 100 3 40 55
Legal & General Partnership Services Limited LEGAL & GENERAL 91 0 58 16 17 0 0
Legal & General Insurance Limited LEGAL & GENERAL 361 0 0 303 53 1 4
Leeds Building Society No Group 137 8 31 0 96 2 0
LeasePlan UK Limited No Group 47 47 0 0 0 0 0
Kensington Mortgage Company Limited No Group 77 0 62 0 15 0 0
Kapama Limited No Group 35 35 0 0 0 0 0
John Lewis Financial Services Limited HSBC (GS) 112 107 0 0 5 0 0
J D Williams & Company Limited No Group 162 115 0 0 47 0 0
Inter Partner Assistance SA No Group 239 0 0 239 0 0 0
Insurance Factory Ltd No Group 69 0 0 69 0 0 0
Instant Cash Loans Limited No Group 449 448 0 0 1 0 0
Indigo Michael Limited No Group 100 100 0 0 0 0 0
IGO4 Limited No Group 51 0 0 51 0 0 0
Hyperformance Ltd No Group 30 0 0 30 0 0 0
HSBC Bank plc HSBC (GS) 7202 2774 214 181 3948 65 20
Horizon Insurance Company Limited No Group 32 0 0 32 0 0 0
Home Retail Group Insurance Services Limited No Group 198 2 0 0 196 0 0
Home Retail Group Card Services Limited No Group 89 79 0 0 10 0 0
Hitachi Capital (UK) Plc No Group 179 168 1 2 8 0 0
HFC Bank Limited HSBC (GS) 627 7 1 2 617 0 0
Hastings Insurance Services Limited No Group 184 1 0 183 0 0 0
Hargreaves Lansdown Asset Management Limited No Group 46 1 0 2 0 28 15
Halifax Share Dealing Limited LLOYDS 39 1 0 0 0 36 2
Great Lakes Insurance SE No Group 84 0 0 83 1 0 0
Friends Life Limited AVIVA 158 1 0 52 4 32 69
Friends Life and Pensions Limited AVIVA 56 1 1 14 0 13 27
FirstRand Bank Limited No Group 185 171 0 4 10 0 0
First Response Finance Ltd No Group 58 29 0 3 26 0 0
First Rate Exchange Services Ltd No Group 42 42 0 0 0 0 0
First Central Insurance Management Ltd No Group 112 0 0 112 0 0 0
Financial Insurance Company Limited No Group 16617 0 0 4 16613 0 0
FCE Bank Plc No Group 84 80 0 0 4 0 0
FCA Automotive Services UK Ltd No Group 55 41 0 0 14 0 0
Express Gifts Ltd No Group 150 129 0 6 15 0 0
Express Finance (Bromley) Limited No Group 322 322 0 0 0 0 0
Experian Limited No Group 258 253 0 5 0 0 0
Europaische Reiseversicherung AG No Group 119 0 0 119 0 0 0
Europa Group Limited No Group 35 0 0 35 0 0 0
EUI Limited ADMIRAL GROUP 41 1 0 40 0 0 0
esure Insurance Limited No Group 290 0 0 290 0 0 0
Equifax Limited No Group 117 117 0 0 0 0 0
Elite Insurance Company Limited No Group 55 0 0 55 0 0 0
Elevate Credit International Limited No Group 417 417 0 0 0 0 0
Eldon Insurance Services Ltd No Group 49 0 0 49 0 0 0
Elderbridge Limited No Group 90 34 55 0 1 0 0
DSG Retail Limited No Group 58 22 0 32 4 0 0
Domestic & General Insurance Plc No Group 54 1 0 53 0 0 0
DJS (UK) Limited No Group 58 58 0 0 0 0 0
DFS Trading Limited No Group 128 5 0 2 121 0 0
DAS Legal Expenses Insurance Company Limited No Group 101 0 0 101 0 0 0
CURO TRANSATLANTIC LIMITED No Group 375 372 0 0 3 0 0
Creation Financial Services Limited No Group 141 117 0 0 24 0 0
Creation Consumer Finance Ltd No Group 285 268 0 3 14 0 0
Coventry Building Society No Group 140 5 10 0 124 1 0
Covea Insurance plc No Group 187 0 0 179 8 0 0
Countrywide Principal Services Limited No Group 88 0 27 23 34 3 1
Countrywide Assured Plc No Group 42 0 0 15 0 10 17
Connells Limited SKIPTON GROUP 89 0 42 10 37 0 0
Clydesdale Financial Services Limited BARCLAYS (GS) 743 730 1 2 10 0 0
Clydesdale Bank Plc No Group 859 364 51 23 399 18 4
Close Brothers Limited No Group 222 157 0 35 30 0 0
Citibank Europe plc No Group 42 38 0 0 1 3 0
CIS General Insurance Limited No Group 210 0 0 210 0 0 0
CHUBB European Group Limited No Group 33 0 0 32 0 0 1
Cheque Centres Limited No Group 50 49 0 0 1 0 0
Cheltenham & Gloucester plc LLOYDS 668 0 24 5 639 0 0
Caversham Finance Limited No Group 125 112 0 12 0 1 0
Casheuronet UK LLC No Group 1509 1509 0 0 0 0 0
Cash On Go Limited No Group 67 67 0 0 0 0 0
Capital One (Europe) plc No Group 5040 315 0 2 4723 0 0
Canada Square Operations Limited CITI - EMEA GROUP 2207 10 3 4 2190 0 0
Calpe Insurance Company Limited No Group 76 0 0 76 0 0 0
Cabot Credit Management Group Limited No Group 78 75 2 0 0 1 0
BUPA Insurance Limited BUPA 122 0 0 122 0 0 0
British Gas Services Limited No Group 127 3 0 123 0 1 0
British Gas Insurance Limited No Group 240 0 0 240 0 0 0
Bradford & Bingley Plc UK ASSET RESOLUTION 437 1 24 11 394 6 1
BMW Financial Services (GB) Limited No Group 239 219 0 3 17 0 0
Black Horse Limited LLOYDS 660 279 16 8 357 0 0
BISL Limited No Group 108 1 0 107 0 0 0
Be Wiser Insurance Services Ltd No Group 47 0 0 47 0 0 0
Barclays Bank Plc BARCLAYS (GS) 13261 4710 370 182 7594 337 68
Bank of Scotland Plc LLOYDS 20386 2394 559 188 17119 108 18
Bank of Ireland (UK) Plc BANK OF IRELAND 304 192 38 4 63 7 0
AXA PPP Healthcare Limited AXA 159 0 0 159 0 0 0
AXA Insurance UK Plc AXA 562 0 0 556 6 0 0
Aviva Life & Pensions UK Limited AVIVA 387 0 26 87 0 89 185
Aviva Insurance Limited AVIVA 3143 0 4 916 2205 7 11
Avantcredit Of Uk, Llc No Group 49 49 0 0 0 0 0
Automobile Association Insurance Services Limited No Group 185 0 0 184 0 1 0
Asurion Europe Limited No Group 44 0 0 44 0 0 0
Assurant General Insurance Limited No Group 160 0 0 134 26 0 0
Arval UK Limited No Group 57 57 0 0 0 0 0
Arrow Global Limited No Group 69 58 11 0 0 0 0
Arnold Clark Automobiles Limited No Group 70 24 0 4 42 0 0
Amtrust International Underwriters DAC No Group 48 0 0 45 3 0 0
Amtrust Europe Limited No Group 132 0 0 132 0 0 0
Amigo Loans Ltd No Group 80 80 0 0 0 0 0
American Express Services Europe Limited No Group 534 156 0 7 371 0 0
Allianz Insurance Plc No Group 1502 0 0 423 1079 0 0
Alliance Trust Savings Limited No Group 60 3 0 0 0 43 14
Ald Automotive Limited No Group 51 49 0 2 0 0 0
AIB Group (UK) Plc No Group 88 39 4 1 42 2 0
Ageas Retail Limited AGEAS 42 0 0 41 1 0 0
Ageas Insurance Limited AGEAS 597 0 0 597 0 0 0
Advantage Insurance Company Limited No Group 324 0 0 324 0 0 0
Advantage Finance Ltd No Group 60 54 0 2 4 0 0
Advanced Payment Solutions Limited No Group 41 41 0 0 0 0 0
Admiral Insurance Company Limited ADMIRAL GROUP 448 0 0 448 0 0 0
Active Securities Limited No Group 115 115 0 0 0 0 0
Acromas Insurance Company Limited No Group 175 0 0 175 0 0 0
Abbey Life Assurance Company Limited No Group 87 1 0 11 0 8 67

This table shows the number of new cases received by the ombudsman service in the six-month period from 01 Jul to 31 Dec 2017 – 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.