complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 01 Jan to 30 Jun 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 Jan to 30 Jun 2017. Complaints relating to these businesses made up around 95% 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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MCE Insurance Company Limited No Group 31 0 0 31 0 0 0
TD Direct Investing (Europe) Limited No Group 31 1 0 0 0 27 3
AIG Europe Limited No Group 32 0 0 32 0 0 0
AXA Wealth Limited PHOENIX GROUP 33 0 0 3 0 1 29
CIGNA Europe Insurance Company SA-NV No Group 33 0 0 31 2 0 0
OneSavings Bank Plc No Group 33 8 18 0 2 5 0
Autonet Insurance Services Limited No Group 34 0 0 34 0 0 0
Europa Group Limited No Group 34 0 0 34 0 0 0
Charter Court Financial Services Limited No Group 35 17 18 0 0 0 0
Lex Autolease Limited No Group 36 35 0 1 0 0 0
Cfo Lending Limited No Group 37 37 0 0 0 0 0
Ageas Retail Limited AGEAS 38 0 0 38 0 0 0
Blemain Finance Limited No Group 38 7 31 0 0 0 0
Brightside Insurance Services Limited No Group 38 0 0 38 0 0 0
Card Protection Plan Ltd No Group 38 0 0 38 0 0 0
Endsleigh Insurance Services Ltd No Group 38 0 0 38 0 0 0
J.P. Morgan Europe Limited No Group 38 38 0 0 0 0 0
NRAM Limited No Group 38 1 32 0 5 0 0
Qudos Insurance A/S No Group 38 0 0 38 0 0 0
Ald Automotive Limited No Group 39 38 0 1 0 0 0
Unum Ltd No Group 39 0 0 39 0 0 0
Western Union Payment Services Ireland Limited No Group 39 39 0 0 0 0 0
Aldermore Bank Plc No Group 40 15 24 0 0 1 0
Lowell Financial Ltd No Group 40 40 0 0 0 0 0
Lowell Portfolio I Ltd No Group 40 39 1 0 0 0 0
PDL Finance Limited No Group 40 40 0 0 0 0 0
Cabot Financial (Europe) Limited No Group 41 40 1 0 0 0 0
Halifax Share Dealing Limited LLOYDS 41 0 0 0 0 38 3
Hyperformance Ltd No Group 41 0 0 41 0 0 0
International Insurance Company of Hannover SE No Group 41 0 0 41 0 0 0
Old Mutual Wealth Life Assurance Limited OLD MUTUAL (SKANDIA) 41 0 0 10 0 11 20
Think Money Limited No Group 41 41 0 0 0 0 0
Wirecard Card Solutions Limited No Group 41 41 0 0 0 0 0
Advanced Payment Solutions Limited No Group 42 42 0 0 0 0 0
Next Retail Limited No Group 43 43 0 0 0 0 0
Principality Building Society No Group 43 9 13 0 18 3 0
First Response Finance Ltd No Group 44 35 0 0 9 0 0
Grattan Plc No Group 44 11 0 0 33 0 0
Skyfire Insurance Company Limited No Group 44 0 0 44 0 0 0
Friends Life and Pensions Limited AVIVA 45 0 0 8 0 5 32
Startline Motor Finance Limited No Group 45 44 0 1 0 0 0
Everyday Loans Limited No Group 46 14 0 1 29 0 2
Sabre Insurance Company Limited No Group 46 0 0 46 0 0 0
Madison CF UK Limited No Group 47 47 0 0 0 0 0
Liberty Mutual Insurance Europe Limited No Group 48 0 0 48 0 0 0
Advantage Finance Ltd No Group 49 47 0 2 0 0 0
Alliance Trust Savings Limited No Group 49 2 0 0 0 29 18
Asurion Europe Limited No Group 49 0 0 49 0 0 0
Erudio Student Loans Limited No Group 49 49 0 0 0 0 0
Freemans Plc No Group 49 15 0 0 34 0 0
Hargreaves Lansdown Asset Management Limited No Group 50 0 0 0 0 30 20
One Insurance Limited No Group 50 0 0 50 0 0 0
RAC Insurance Limited No Group 50 0 0 50 0 0 0
RAC Motoring Services No Group 52 3 0 49 0 0 0
Equiniti Financial Services Limited No Group 53 0 0 0 0 52 1
Aviva Health UK Limited AVIVA 54 0 0 54 0 0 0
CHUBB European Group Limited No Group 54 0 0 54 0 0 0
Towergate Underwriting Group Limited No Group 54 0 0 54 0 0 0
Canada Life Limited No Group 55 0 0 20 0 9 26
Horizon Insurance Company Limited No Group 55 0 0 55 0 0 0
Liverpool Victoria Friendly Society Limited LIVERPOOL VICTORIA GROUP 55 0 0 21 5 2 27
Stonebridge International Insurance Ltd No Group 55 0 0 52 0 0 3
Be Wiser Insurance Services Ltd No Group 56 0 0 56 0 0 0
Insure & Go Insurance Services Ltd No Group 56 0 0 56 0 0 0
LeasePlan UK Limited No Group 56 55 0 1 0 0 0
Paymentsense Limited No Group 57 57 0 0 0 0 0
Cigna Insurance Services (Europe) Limited No Group 59 0 0 58 1 0 0
DSG Retail Limited No Group 60 15 0 40 5 0 0
EUI Limited ADMIRAL GROUP 61 0 0 61 0 0 0
Openwork Limited OPENWORK 61 1 20 6 6 10 18
FCA Automotive Services UK Ltd No Group 63 58 0 1 4 0 0
Insurance Factory Ltd No Group 63 0 0 63 0 0 0
Countrywide Assured Plc No Group 65 0 0 19 0 15 31
Newcastle Building Society No Group 65 6 7 0 51 1 0
Amtrust International Underwriters DAC No Group 66 0 0 65 1 0 0
Cash On Go Limited No Group 66 66 0 0 0 0 0
Firstplus Financial Group Plc BARCLAYS (GS) 67 6 31 0 30 0 0
Pepper (UK) Limited No Group 69 6 63 0 0 0 0
Arrow Global Limited No Group 71 56 15 0 0 0 0
St. James's Place Wealth Management Plc ST JAMES PLACE 71 0 4 10 0 36 21
West Bromwich Building Society No Group 73 4 14 3 49 3 0
Amigo Loans Ltd No Group 74 74 0 0 0 0 0
Countrywide Principal Services Limited No Group 76 0 23 27 24 0 2
Eldon Insurance Services Ltd No Group 76 0 0 76 0 0 0
London General Insurance Company Limited No Group 76 0 0 72 4 0 0
Southern Rock Insurance Company Limited No Group 76 0 0 76 0 0 0
HCC International Insurance Company Plc No Group 77 0 0 77 0 0 0
One Call Insurance Services Limited No Group 77 0 0 77 0 0 0
The Mortgage Works (UK) Plc NATIONWIDE 78 1 76 0 1 0 0
Elite Insurance Company Limited No Group 79 0 0 79 0 0 0
Link Financial Outsourcing Limited No Group 79 78 1 0 0 0 0
National Savings and Investments No Group 79 79 0 0 0 0 0
Connells Limited SKIPTON GROUP 82 0 47 7 27 1 0
Active Securities Limited No Group 83 83 0 0 0 0 0
Paragon Finance Plc No Group 83 59 23 0 1 0 0
GE Money Home Lending Limited No Group 84 20 22 0 42 0 0
Markerstudy Insurance Company Limited No Group 85 0 0 85 0 0 0
Calpe Insurance Company Limited No Group 87 0 0 87 0 0 0
Equifax Limited No Group 87 86 0 1 0 0 0
Skipton Building Society SKIPTON GROUP 87 5 19 1 59 3 0
Aviva Insurance Services UK Limited AVIVA 88 0 0 83 0 4 1
Telefonica Insurance S.A. No Group 89 0 0 89 0 0 0
Domestic & General Insurance Plc No Group 90 0 0 88 2 0 0
GMAC UK Plc No Group 92 84 0 0 8 0 0
Kensington Mortgage Company Limited No Group 93 0 81 0 11 1 0
Moneybarn No. 1 Limited No Group 94 94 0 0 0 0 0
FCE Bank Plc No Group 96 95 0 1 0 0 0
Mortgage Express UK ASSET RESOLUTION 97 0 95 0 2 0 0
Vitality Health Limited No Group 97 1 0 95 0 0 1
AIB Group (UK) Plc No Group 100 49 3 4 42 1 1
Sesame Limited AVIVA 100 0 10 19 14 27 30
Telefonica UK Limited No Group 100 91 0 6 0 3 0
Scottish Equitable Plc AEGON GROUP 103 0 0 12 0 5 86
WorldPay (UK) Limited No Group 104 104 0 0 0 0 0
DAS Legal Expenses Insurance Company Limited No Group 106 0 0 106 0 0 0
IGO4 Limited No Group 106 0 0 106 0 0 0
Arnold Clark Automobiles Limited No Group 107 31 0 3 73 0 0
R. Raphael & Sons Plc No Group 108 101 0 1 6 0 0
Europaische Reiseversicherung AG No Group 110 0 0 110 0 0 0
Home Retail Group Card Services Limited No Group 112 110 0 0 2 0 0
Legal & General Partnership Services Limited LEGAL & GENERAL 113 0 40 9 61 0 3
Sainsbury's Bank Plc No Group 113 110 2 1 0 0 0
Uncle Buck Finance LLP No Group 114 114 0 0 0 0 0
Caversham Finance Limited No Group 116 102 0 13 1 0 0
Creation Financial Services Limited No Group 116 90 0 0 26 0 0
Friends Life Services Limited AVIVA 116 1 1 17 0 25 72
Phoenix Life Assurance Limited PHOENIX GROUP 117 0 0 27 0 21 69
Saga Services Limited No Group 117 0 0 117 0 0 0
Standard Life Assurance Limited STANDARD LIFE 121 0 1 8 1 37 74
The National Farmers' Union Mutual Insurance Society Limited No Group 123 0 0 121 0 0 2
Secure Trust Bank Plc No Group 125 114 0 2 9 0 0
J D Williams & Company Limited No Group 127 92 0 1 34 0 0
Sun Life Assurance Company of Canada (U.K.) Limited No Group 127 0 0 11 0 29 87
Coventry Building Society No Group 132 10 15 0 106 1 0
Tesco Underwriting Limited AGEAS 132 0 0 132 0 0 0
ReAssure Limited No Group 140 1 2 38 1 29 69
John Lewis Financial Services Limited HSBC (GS) 141 136 0 3 2 0 0
Metro Bank PLC No Group 142 139 2 0 0 1 0
Swinton Group Ltd No Group 143 2 0 139 1 0 1
Leeds Building Society No Group 146 14 37 0 93 2 0
Santander Consumer (UK) Plc SANTANDER UK 146 126 6 1 11 2 0
Virgin Money plc No Group 146 103 34 0 1 8 0
Northern Bank Limited No Group 148 33 7 2 104 2 0
Abbey Life Assurance Company Limited No Group 149 0 1 11 0 22 115
Ulster Bank Ltd THE ROYAL BANK OF SCOTLAND GROUP 149 119 11 1 13 2 3
Zurich Insurance PLC No Group 149 0 0 149 0 0 0
BISL Limited No Group 152 0 0 152 0 0 0
Elderbridge Limited No Group 154 52 100 0 2 0 0
Lloyds Bank General Insurance Limited LLOYDS 154 0 0 141 13 0 0
RCI Financial Services Limited No Group 155 142 0 2 11 0 0
Amtrust Europe Limited No Group 156 1 0 155 0 0 0
AXA PPP Healthcare Limited AXA 169 0 0 169 0 0 0
Close Brothers Limited No Group 169 131 0 27 11 0 0
Zurich Assurance Ltd No Group 169 1 0 37 3 32 96
Red Sands Insurance Company (Europe) Limited No Group 174 0 0 174 0 0 0
BUPA Insurance Limited BUPA 177 0 0 177 0 0 0
The Car Finance Company (2007) Ltd No Group 177 177 0 0 0 0 0
Hitachi Capital (UK) Plc No Group 179 174 0 0 5 0 0
Express Gifts Ltd No Group 182 159 0 1 22 0 0
Mercedes-Benz Financial Services UK Limited No Group 190 188 0 1 0 1 0
Covea Insurance plc No Group 191 0 0 184 7 0 0
Union Reiseversicherung AG No Group 191 0 0 191 0 0 0
Scottish Widows Limited LLOYDS 196 4 1 39 0 38 114
First Central Insurance Management Ltd No Group 197 1 0 196 0 0 0
Experian Limited No Group 202 200 0 1 0 1 0
MYJAR Limited No Group 203 203 0 0 0 0 0
Zenith Insurance plc No Group 204 0 0 204 0 0 0
BMW Financial Services (GB) Limited No Group 207 188 0 2 17 0 0
British Gas Services Limited No Group 215 4 0 210 0 1 0
Pinnacle Insurance Plc No Group 219 0 0 115 104 0 0
National House-Building Council No Group 220 0 1 219 0 0 0
Aviva Life Services UK Limited AVIVA 223 2 44 55 3 31 88
Automobile Association Insurance Services Limited No Group 224 0 0 224 0 0 0
Acromas Insurance Company Limited No Group 228 0 0 228 0 0 0
CIS General Insurance Limited No Group 229 0 0 226 3 0 0
Aviva Life & Pensions UK Limited AVIVA 237 1 3 41 2 43 147
Friends Life Limited AVIVA 238 2 2 72 1 56 105
Welcome Financial Services Limited No Group 243 23 22 3 195 0 0
Legal and General Assurance Society Limited LEGAL & GENERAL 246 0 1 107 4 60 74
Advantage Insurance Company Limited No Group 247 0 0 247 0 0 0
Home Retail Group Insurance Services Limited No Group 248 2 0 0 246 0 0
Hastings Insurance Services Limited No Group 249 0 0 249 0 0 0
Phoenix Life Limited PHOENIX GROUP 251 0 4 44 1 61 141
Assurant General Insurance Limited No Group 261 2 0 247 12 0 0
FirstRand Bank Limited No Group 262 244 0 6 12 0 0
Provident Personal Credit Limited No Group 266 265 0 0 1 0 0
Creation Consumer Finance Ltd No Group 270 251 0 1 18 0 0
PayPal Sarl & Cie, SCA No Group 271 271 0 0 0 0 0
The Royal London Mutual Insurance Society Limited ROYAL LONDON GROUP 272 1 0 77 3 56 135
PSA Finance UK Limited No Group 273 244 0 8 21 0 0
Elevate Credit International Limited No Group 279 279 0 0 0 0 0
The Society of Lloyd's No Group 286 0 0 273 13 0 0
Shawbrook Bank Limited No Group 288 274 13 0 1 0 0
esure Insurance Limited No Group 304 0 0 304 0 0 0
Inter Partner Assistance SA No Group 305 0 0 305 0 0 0
CURO TRANSATLANTIC LIMITED No Group 307 307 0 0 0 0 0
Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. No Group 315 0 0 315 0 0 0
Express Finance (Bromley) Limited No Group 325 325 0 0 0 0 0
British Gas Insurance Limited No Group 326 0 0 326 0 0 0
Liverpool Victoria Insurance Company Limited LIVERPOOL VICTORIA GROUP 332 0 0 332 0 0 0
Legal & General Insurance Limited LEGAL & GENERAL 344 0 0 304 37 1 2
The Prudential Assurance Company Limited PRUDENTIAL PLC 358 2 1 17 12 65 261
Lending Stream Llc No Group 366 366 0 0 0 0 0
Volkswagen Financial Services (UK) Limited No Group 383 374 0 6 3 0 0
Vanquis Bank Limited No Group 390 390 0 0 0 0 0
Bank of Ireland (UK) Plc BANK OF IRELAND 397 247 65 5 72 8 0
Bradford & Bingley Plc UK ASSET RESOLUTION 400 0 32 9 340 19 0
NRAM plc UK ASSET RESOLUTION 428 21 222 2 179 3 1
Instant Cash Loans Limited No Group 475 475 0 0 0 0 0
American Express Services Europe Limited No Group 544 200 0 8 336 0 0
St Andrew's Insurance plc LLOYDS 559 0 0 98 461 0 0
MEM Consumer Finance Limited No Group 565 565 0 0 0 0 0
Black Horse Limited LLOYDS 596 274 13 2 307 0 0
Admiral Insurance Company Limited ADMIRAL GROUP 602 0 0 602 0 0 0
Yorkshire Building Society YORKSHIRE 605 48 53 8 487 7 2
Royal & Sun Alliance Insurance Plc RSA INSURANCE UK 628 0 0 622 6 0 0
AXA Insurance UK Plc AXA 637 0 0 623 14 0 0
Marks & Spencer Financial Services plc HSBC (GS) 687 153 0 13 519 2 0
NewDay Ltd No Group 693 497 0 3 193 0 0
Canada Square Operations Limited CITI - EMEA GROUP 741 13 2 5 721 0 0
Cheltenham & Gloucester plc LLOYDS 750 3 50 5 690 2 0
HFC Bank Limited HSBC (GS) 753 4 2 2 745 0 0
Ageas Insurance Limited AGEAS 776 0 0 773 3 0 0
Clydesdale Financial Services Limited BARCLAYS (GS) 800 784 1 5 10 0 0
The Co-operative Bank Plc No Group 936 414 74 15 422 7 4
TSB Bank plc No Group 1021 911 96 9 1 4 0
Clydesdale Bank Plc No Group 1072 382 77 32 565 14 2
Casheuronet UK LLC No Group 1212 1212 0 0 0 0 0
Tesco Personal Finance PLC TESCO PERSONAL FINANCE 1251 419 12 67 752 1 0
WDFC UK Limited No Group 1434 1434 0 0 0 0 0
UK Insurance Limited DIRECT LINE GROUP 1455 2 0 1447 6 0 0
Shop Direct Finance Company Limited No Group 1498 711 0 6 781 0 0
Allianz Insurance Plc No Group 1823 0 0 458 1365 0 0
Aviva Insurance Limited AVIVA 2300 0 0 1051 1242 4 3
The Royal Bank of Scotland Plc THE ROYAL BANK OF SCOTLAND GROUP 3326 1674 187 52 1361 43 9
MBNA Limited BANK OF AMERICA MERRILL LYNCH GROUP 4368 367 0 12 3989 0 0
Nationwide Building Society NATIONWIDE 4777 1014 299 44 3364 53 3
National Westminster Bank Plc THE ROYAL BANK OF SCOTLAND GROUP 5929 4261 347 110 1110 83 18
Santander UK Plc SANTANDER UK 6271 2966 736 118 2220 213 18
Capital One (Europe) plc No Group 7402 281 0 5 7116 0 0
HSBC Bank plc HSBC (GS) 9044 3258 243 215 5181 120 27
Financial Insurance Company Limited No Group 12044 0 0 5 12039 0 0
Barclays Bank Plc BARCLAYS (GS) 15405 6192 482 210 8180 305 36
Lloyds Bank PLC LLOYDS 18068 2621 112 230 14847 201 57
Bank of Scotland Plc LLOYDS 20541 2446 602 217 17080 170 26

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