complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 01 Jan to 30 Jun 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 £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 Jan to 30 Jun 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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Admiral Insurance Company Limited ADMIRAL GROUP 531 0 0 530 1 0 0
EUI Limited ADMIRAL GROUP 58 1 0 57 0 0 0
Scottish Equitable Plc AEGON GROUP 60 0 0 9 0 3 48
Ageas Insurance Limited AGEAS 715 0 0 715 0 0 0
Ageas Retail Limited AGEAS 49 0 0 49 0 0 0
Tesco Underwriting Limited AGEAS 109 0 0 109 0 0 0
Aviva Insurance Limited AVIVA 2117 0 0 1197 913 5 2
Aviva Life & Pensions UK Limited AVIVA 565 0 20 153 4 97 291
Friends Life Limited AVIVA 49 1 0 11 2 17 18
Sesame Limited AVIVA 103 0 12 21 22 15 33
AXA Insurance UK Plc AXA 731 0 0 723 8 0 0
AXA PPP Healthcare Limited AXA 199 0 0 199 0 0 0
Bank of Ireland (UK) Plc BANK OF IRELAND 339 184 56 4 88 7 0
Barclays Bank Plc BARCLAYS (GS) 14085 4633 492 164 8243 476 77
Clydesdale Financial Services Limited BARCLAYS (GS) 782 759 1 0 22 0 0
Firstplus Financial Group Plc BARCLAYS (GS) 66 12 17 0 37 0 0
BUPA Insurance Limited BUPA 143 0 0 143 0 0 0
Canada Square Operations Limited CITI - EMEA GROUP 4336 6 3 4 4323 0 0
UK Insurance Limited DIRECT LINE GROUP 1549 1 0 1544 4 0 0
HFC Bank Limited HSBC (GS) 676 3 1 1 671 0 0
HSBC Bank plc HSBC (GS) 7981 3155 229 219 4288 79 11
John Lewis Financial Services Limited HSBC (GS) 127 117 0 1 9 0 0
Marks & Spencer Financial Services plc HSBC (GS) 730 190 1 17 521 1 0
Legal & General Insurance Limited LEGAL & GENERAL 409 0 0 356 53 0 0
Legal & General Partnership Services Limited LEGAL & GENERAL 180 0 53 14 113 0 0
Legal and General Assurance Society Limited LEGAL & GENERAL 275 0 0 143 0 44 88
Liverpool Victoria Friendly Society Limited LIVERPOOL VICTORIA GROUP 64 0 0 32 8 3 21
Liverpool Victoria Insurance Company Limited LIVERPOOL VICTORIA GROUP 320 0 0 320 0 0 0
Bank of Scotland Plc LLOYDS 23552 2837 773 222 19589 116 15
Black Horse Limited LLOYDS 779 333 6 5 435 0 0
Cheltenham & Gloucester plc LLOYDS 164 2 22 4 136 0 0
Halifax Share Dealing Limited LLOYDS 30 1 0 0 0 28 1
Lloyds Bank General Insurance Limited LLOYDS 194 1 0 189 3 0 1
Lloyds Bank PLC LLOYDS 19996 3786 169 171 15650 159 61
MBNA Limited LLOYDS 3046 290 0 15 2741 0 0
Scottish Widows Limited LLOYDS 159 0 0 48 0 34 77
St Andrew's Insurance plc LLOYDS 737 0 0 75 661 0 1
Nationwide Building Society NATIONWIDE 6080 1151 217 63 4599 47 3
The Mortgage Works (UK) Plc NATIONWIDE 49 0 46 0 3 0 0
Abbey Life Assurance Company Limited No Group 93 0 0 10 1 19 63
Acromas Insurance Company Limited No Group 178 0 0 178 0 0 0
Active Securities Limited No Group 392 392 0 0 0 0 0
Advanced Payment Solutions Limited No Group 68 68 0 0 0 0 0
Advantage Finance Ltd No Group 67 60 0 1 6 0 0
Advantage Insurance Company Limited No Group 381 0 0 381 0 0 0
AIB Group (UK) Plc No Group 100 28 9 6 57 0 0
AIG Europe Limited No Group 34 0 0 34 0 0 0
Ald Automotive Limited No Group 41 41 0 0 0 0 0
Alliance Trust Savings Limited No Group 69 3 0 0 0 48 18
Allianz Insurance Plc No Group 2170 0 0 413 1757 0 0
Ambant Underwriting Services Limited No Group 36 0 0 36 0 0 0
American Express Insurance Services Europe Limited No Group 51 0 0 2 49 0 0
American Express Services Europe Limited No Group 451 151 0 4 296 0 0
Amigo Loans Ltd No Group 117 117 0 0 0 0 0
Amtrust Europe Limited No Group 145 0 0 145 0 0 0
Amtrust International Underwriters DAC No Group 82 0 0 81 1 0 0
Arnold Clark Automobiles Limited No Group 59 20 0 7 32 0 0
Arrow Global Limited No Group 53 43 10 0 0 0 0
Arval UK Limited No Group 42 41 0 1 0 0 0
Assurant General Insurance Limited No Group 206 0 0 160 46 0 0
Automobile Association Insurance Services Limited No Group 151 0 0 148 3 0 0
Autonet Insurance Services Limited No Group 36 0 0 36 0 0 0
Avantcredit Of Uk, Llc No Group 67 67 0 0 0 0 0
AWP P&C SA No Group 41 0 0 41 0 0 0
BISL Limited No Group 116 0 0 116 0 0 0
Blue Motor Finance Ltd No Group 64 64 0 0 0 0 0
BMW Financial Services (GB) Limited No Group 292 274 0 2 16 0 0
British Gas Insurance Limited No Group 539 0 0 539 0 0 0
British Gas Services Limited No Group 269 2 0 266 0 1 0
Cabot Credit Management Group Limited No Group 100 99 1 0 0 0 0
Calpe Insurance Company Limited No Group 86 0 0 86 0 0 0
Canada Life Limited No Group 50 0 0 10 1 8 31
Capital One (Europe) plc No Group 5625 349 0 3 5273 0 0
Cash On Go Limited No Group 205 205 0 0 0 0 0
Casheuronet UK LLC No Group 4692 4692 0 0 0 0 0
Caversham Finance Limited No Group 645 637 0 7 1 0 0
Chubb European Group plc No Group 42 0 0 42 0 0 0
CIGNA Europe Insurance Company SA-NV No Group 57 0 0 49 8 0 0
CIS General Insurance Limited No Group 223 0 0 222 1 0 0
Citibank Europe plc No Group 40 35 0 0 3 2 0
Close Brothers Limited No Group 256 180 0 40 36 0 0
Clydesdale Bank Plc No Group 1037 535 65 20 394 20 3
Countrywide Assured Plc No Group 53 0 2 13 3 12 23
Countrywide Principal Services Limited No Group 80 1 28 17 34 0 0
Covea Insurance plc No Group 208 0 0 203 5 0 0
Coventry Building Society No Group 172 24 17 6 122 3 0
Creation Consumer Finance Ltd No Group 351 315 0 7 29 0 0
Creation Financial Services Limited No Group 211 150 0 0 61 0 0
CURO TRANSATLANTIC LIMITED No Group 749 749 0 0 0 0 0
DAS Legal Expenses Insurance Company Limited No Group 101 0 0 101 0 0 0
DFS Trading Limited No Group 89 4 0 4 81 0 0
DJS (UK) Limited No Group 139 139 0 0 0 0 0
Domestic & General Insurance Plc No Group 59 0 0 59 0 0 0
DSG Retail Limited No Group 95 50 0 43 2 0 0
Elderbridge Limited No Group 82 19 62 0 1 0 0
Eldon Insurance Services Ltd No Group 60 0 0 60 0 0 0
Elevate Credit International Limited No Group 839 839 0 0 0 0 0
Elite Insurance Company Limited No Group 75 0 0 75 0 0 0
Equifax Limited No Group 363 363 0 0 0 0 0
Equiniti Financial Services Limited No Group 49 2 0 0 0 47 0
esure Insurance Limited No Group 366 0 0 366 0 0 0
Europ Assistance S.A. No Group 53 0 0 53 0 0 0
Europaische Reiseversicherung AG No Group 109 0 0 109 0 0 0
Everyday Loans Limited No Group 78 21 0 2 54 1 0
Experian Limited No Group 206 206 0 0 0 0 0
Express Finance (Bromley) Limited No Group 486 486 0 0 0 0 0
Express Gifts Ltd No Group 474 430 0 3 41 0 0
FCA Automotive Services UK Ltd No Group 64 54 0 0 10 0 0
FCE Bank Plc No Group 116 103 0 0 13 0 0
Financial Administration Services Limited No Group 44 1 0 0 0 39 4
Financial Insurance Company Limited No Group 18543 0 0 6 18537 0 0
First Central Insurance Management Ltd No Group 100 0 0 100 0 0 0
FirstRand Bank Limited No Group 281 262 0 8 11 0 0
Gain Credit LLC No Group 1712 1712 0 0 0 0 0
Grattan Plc No Group 53 21 0 0 32 0 0
Great Lakes Insurance SE No Group 173 0 0 173 0 0 0
Hargreaves Lansdown Asset Management Limited No Group 54 3 0 0 0 40 11
Hastings Insurance Services Limited No Group 247 0 0 247 0 0 0
Haven Insurance Company Limited No Group 42 0 0 42 0 0 0
Hitachi Capital (UK) Plc No Group 285 261 0 0 24 0 0
Home Retail Group Card Services Limited No Group 141 117 0 0 24 0 0
Home Retail Group Insurance Services Limited No Group 170 2 0 0 168 0 0
IGO4 Limited No Group 78 0 0 78 0 0 0
Indigo Michael Limited No Group 113 113 0 0 0 0 0
Instant Cash Loans Limited No Group 1393 1393 0 0 0 0 0
Insurance Factory Ltd No Group 57 0 0 57 0 0 0
Inter Partner Assistance SA No Group 308 0 0 308 0 0 0
Interactive Investor Services Limited No Group 82 3 0 0 0 66 13
J D Williams & Company Limited No Group 221 161 0 0 60 0 0
Kensington Mortgage Company Limited No Group 131 0 103 2 26 0 0
LeasePlan UK Limited No Group 60 60 0 0 0 0 0
Leeds Building Society No Group 190 12 36 4 131 7 0
Lex Autolease Limited No Group 71 71 0 0 0 0 0
Liberty Mutual Insurance Europe Limited No Group 37 0 0 37 0 0 0
Link Financial Outsourcing Limited No Group 89 85 4 0 0 0 0
Loans 2 Go Limited No Group 45 45 0 0 0 0 0
London General Insurance Company Limited No Group 32 0 0 29 3 0 0
Lowell Financial Ltd No Group 48 47 1 0 0 0 0
Madison CF UK Limited No Group 97 97 0 0 0 0 0
Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. No Group 290 0 0 289 1 0 0
Markerstudy Insurance Company Limited No Group 92 0 0 92 0 0 0
MCE Insurance Company Limited No Group 64 0 0 64 0 0 0
MEM Consumer Finance Limited No Group 1017 1017 0 0 0 0 0
Mercedes-Benz Financial Services UK Limited No Group 338 335 0 1 2 0 0
Metro Bank PLC No Group 305 298 4 0 0 3 0
Moneybarn No. 1 Limited No Group 113 113 0 0 0 0 0
MoneyGram International Limited No Group 39 39 0 0 0 0 0
Morses Club PLC No Group 57 57 0 0 0 0 0
MYJAR Limited No Group 551 551 0 0 0 0 0
National House-Building Council No Group 140 0 0 140 0 0 0
National Savings and Investments No Group 109 109 0 0 0 0 0
Newcastle Building Society No Group 77 2 4 0 70 1 0
NewDay Ltd No Group 849 652 0 0 197 0 0
Next Retail Limited No Group 48 45 0 0 3 0 0
Northern Bank Limited No Group 146 36 2 2 103 1 2
NRAM plc No Group 350 3 105 3 236 3 0
Oakbrook Finance Limited No Group 40 40 0 0 0 0 0
One Call Insurance Services Limited No Group 39 0 0 39 0 0 0
OneSavings Bank Plc No Group 59 16 34 0 8 1 0
Paragon Finance Plc No Group 58 36 20 0 2 0 0
PayPal Europe Sarl & Cie, SCA No Group 294 294 0 0 0 0 0
PDL Finance Limited No Group 228 228 0 0 0 0 0
Pinnacle Insurance Plc No Group 181 0 0 44 137 0 0
PRA Group (UK) Limited No Group 42 41 0 1 0 0 0
Principality Building Society No Group 44 5 11 0 27 1 0
Provident Personal Credit Limited No Group 1192 1192 0 0 0 0 0
PSA Finance UK Limited No Group 264 234 0 5 25 0 0
Qmetric Group Limited No Group 37 0 0 37 0 0 0
R. Raphael & Sons Plc No Group 66 56 0 1 9 0 0
RAC Insurance Limited No Group 62 0 0 62 0 0 0
RCI Financial Services Limited No Group 122 106 0 0 16 0 0
ReAssure Limited No Group 196 0 0 77 1 27 91
Red Sands Insurance Company (Europe) Limited No Group 193 0 0 192 1 0 0
Revolut Limited No Group 77 77 0 0 0 0 0
Sabre Insurance Company Limited No Group 33 0 0 33 0 0 0
Saga Services Limited No Group 82 0 0 82 0 0 0
Sainsbury's Bank Plc No Group 172 142 9 18 2 1 0
Secure Trust Bank Plc No Group 148 130 0 2 16 0 0
Shawbrook Bank Limited No Group 382 368 13 0 1 0 0
Shop Direct Finance Company Limited No Group 1561 679 0 3 879 0 0
Skyfire Insurance Company Limited No Group 66 0 0 66 0 0 0
Southern Rock Insurance Company Limited No Group 76 0 0 76 0 0 0
Startline Motor Finance Limited No Group 57 57 0 0 0 0 0
Sun Life Assurance Company of Canada (U.K.) Limited No Group 117 0 0 19 0 20 78
Swinton Group Ltd No Group 116 0 0 115 1 0 0
Telefonica Insurance S.A. No Group 73 0 0 73 0 0 0
Telefonica UK Limited No Group 100 92 0 8 0 0 0
Temple Finance Limited No Group 45 40 0 5 0 0 0
The Car Finance Company (2007) Ltd No Group 63 63 0 0 0 0 0
The Co-operative Bank Plc No Group 1006 351 71 8 560 16 0
The Mortgage Matters Partnership No Group 97 0 50 1 46 0 0
The National Farmers' Union Mutual Insurance Society Limited No Group 104 0 0 102 0 0 2
The Society of Lloyd's No Group 247 0 0 241 6 0 0
TSB Bank plc No Group 2244 2143 91 3 0 7 0
Uncle Buck Finance LLP No Group 274 274 0 0 0 0 0
Union Reiseversicherung AG No Group 202 0 0 202 0 0 0
Unum Ltd No Group 53 0 0 53 0 0 0
Vanquis Bank Limited No Group 802 802 0 0 0 0 0
Vauxhall Finance plc No Group 110 90 0 1 19 0 0
Virgin Media Mobile Finance Limited No Group 52 47 0 5 0 0 0
Virgin Money plc No Group 241 193 37 0 2 9 0
Vitality Health Limited No Group 103 0 0 101 0 0 2
Volkswagen Financial Services (UK) Limited No Group 644 615 0 6 22 1 0
WDFC UK Limited No Group 4520 4520 0 0 0 0 0
Welcome Financial Services Limited No Group 238 38 12 4 184 0 0
West Bromwich Building Society No Group 115 5 12 3 92 3 0
Wirecard Card Solutions Limited No Group 42 42 0 0 0 0 0
WorldPay (UK) Limited No Group 81 81 0 0 0 0 0
Zenith Insurance plc No Group 175 0 0 175 0 0 0
Zurich Assurance Ltd No Group 173 0 1 50 7 37 78
Zurich Insurance PLC No Group 98 0 0 98 0 0 0
Phoenix Life Assurance Limited PHOENIX GROUP 113 0 0 9 0 24 80
Phoenix Life Limited PHOENIX GROUP 250 0 3 43 0 43 161
The Prudential Assurance Company Limited PRUDENTIAL PLC 323 1 2 15 6 46 253
The Royal London Mutual Insurance Society Limited ROYAL LONDON GROUP 206 0 0 66 1 38 101
Royal & Sun Alliance Insurance Plc RSA INSURANCE UK 849 0 0 840 9 0 0
Santander Cards UK Limited SANTANDER UK 232 2 0 4 226 0 0
Santander Consumer (UK) Plc SANTANDER UK 181 140 0 0 19 0 0
Santander UK Plc SANTANDER UK 7223 2503 546 126 3867 161 20
Connells Limited SKIPTON GROUP 110 0 52 6 51 0 1
Skipton Building Society SKIPTON GROUP 152 16 22 2 99 11 2
St. James's Place Wealth Management Plc ST JAMES PLACE 57 1 5 6 0 16 29
Standard Life Assurance Limited STANDARD LIFE 102 0 1 12 1 30 58
Tesco Personal Finance PLC TESCO PERSONAL FINANCE 1169 387 4 56 722 0 0
National Westminster Bank Plc THE ROYAL BANK OF SCOTLAND GROUP 6762 4195 333 63 2097 59 15
The Royal Bank of Scotland Plc THE ROYAL BANK OF SCOTLAND GROUP 4412 1488 170 47 2638 59 10
Ulster Bank Ltd THE ROYAL BANK OF SCOTLAND GROUP 170 122 14 3 27 2 2
Bradford & Bingley Plc UK ASSET RESOLUTION 702 1 15 24 645 13 4
Mortgage Express UK ASSET RESOLUTION 69 0 67 1 1 0 0
NRAM Limited UK ASSET RESOLUTION 142 13 108 2 17 2 0
Yorkshire Building Society YORKSHIRE 926 54 55 9 801 7 0
Openwork Limited ZURICH 66 0 16 18 12 6 14

This table shows the number of new cases received by the ombudsman service in the six-month period from 01 Jan to 30 Jun 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.