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

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.