complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 01 Jan to 30 Jun 2014. 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 2014. 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 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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Sabre Insurance Company Limited No Group 30 0 0 30 0 0 0
Sterling Insurance Company Limited No Group 30 0 0 16 14 0 0
Lloyds Bank Insurance Services Limited Lloyds 31 1 0 26 4 0 0
ICICI Bank UK Plc No Group 32 28 0 0 0 4 0
Ford Retail Limited No Group 33 0 0 0 33 0 0
The Governor and Company of the Bank of Ireland Bank of Ireland 33 2 15 2 9 2 3
Towergate Underwriting Group Limited No Group 33 0 0 30 3 0 0
Experian Limited No Group 34 34 0 0 0 0 0
NatWest Stockbrokers Ltd Royal Bank Of Scotland 34 0 0 0 0 34 0
Anglian Windows Ltd No Group 35 2 0 0 32 0 1
Home Retail Group Card Services Limited No Group 35 35 0 0 0 0 0
PTI Insurance Company Limited No Group 35 0 0 35 0 0 0
The Royal Bank of Scotland Group Independent Financial Services Limited Royal Bank Of Scotland 35 0 0 8 0 7 20
Wesleyan Assurance Society No Group 35 0 0 16 1 3 15
Ocean Finance and Mortgages Limited No Group 36 4 3 0 29 0 0
Platform Home Loans Ltd CO-OP 36 0 28 1 7 0 0
Stonebridge International Insurance Ltd Aegon Group 36 0 0 35 1 0 0
Decidebloom Limited No Group 37 8 0 4 25 0 0
TD Direct Investing (Europe) Limited No Group 37 0 0 0 0 37 0
Close Motor Finance Limited No Group 38 17 0 2 19 0 0
AXA Wealth Services Limited AXA 39 0 0 0 0 34 5
First Central Insurance Services Limited No Group 39 0 0 39 0 0 0
Pendragon Finance and Insurance Services Limited No Group 39 6 0 9 24 0 0
Direct Auto Finance Insurance Services Ltd No Group 40 0 0 2 38 0 0
The Funding Corporation Limited No Group 41 5 0 0 36 0 0
Halifax Share Dealing Limited Lloyds 42 0 0 0 0 42 0
Close Brothers Limited No Group 43 26 0 4 13 0 0
Interactive Investor Trading Limited No Group 43 1 0 0 0 42 0
ITC Compliance Limited No Group 43 0 0 6 37 0 0
Casheuronet UK LLC No Group 44 44 0 0 0 0 0
GMAC UK Plc No Group 44 30 0 0 14 0 0
Positive Solutions (Financial Services) Limited No Group 44 0 5 4 6 16 13
Amtrust International Underwriters Ltd No Group 45 0 0 33 12 0 0
Sainsbury's Bank Plc Sainsburys Bank 45 41 1 2 1 0 0
FCE Bank Plc No Group 46 36 0 0 10 0 0
IGO4 Limited No Group 46 0 0 46 0 0 0
Blemain Finance Limited No Group 47 45 2 0 0 0 0
Secret Eye Limited No Group 47 47 0 0 0 0 0
Hargreaves Lansdown Asset Management Limited No Group 48 0 0 0 0 33 15
Nottingham Building Society No Group 48 1 2 1 43 0 1
American Express Insurance Services Europe Limited No Group 50 0 0 8 42 0 0
Citibank International plc Citibank 50 20 2 2 20 3 3
International Insurance Company of Hannover SE No Group 50 0 0 50 0 0 0
Union Reiseversicherung AG No Group 50 0 0 50 0 0 0
Cumberland Building Society No Group 51 5 2 2 34 0 8
Provident Personal Credit Limited No Group 52 52 0 0 0 0 0
The Mortgage Works (UK) Plc Nationwide 52 0 43 0 9 0 0
Aviva Health UK Limited AVIVA 53 0 0 53 0 0 0
Barclays Stockbrokers Limited Barclays 54 0 0 0 0 53 1
Brightside Insurance Services Limited No Group 54 0 0 54 0 0 0
Express Gifts Ltd No Group 54 15 0 0 39 0 0
MKDP LLP No Group 54 54 0 0 0 0 0
Personal Touch Financial Services Ltd No Group 55 0 11 12 26 6 0
Principality Building Society Principality 55 10 5 0 40 0 0
Homecare Insurance Limited No Group 56 0 0 56 0 0 0
RAC Insurance Limited No Group 56 0 0 56 0 0 0
RAC Motoring Services No Group 56 0 0 56 0 0 0
Unum Ltd Unum Limited 57 0 0 57 0 0 0
WorldPay (UK) Limited No Group 57 57 0 0 0 0 0
Liverpool Victoria Friendly Society Limited Liverpool Victoria Group 58 1 0 12 18 4 23
Secure Trust Bank Plc No Group 58 31 0 0 27 0 0
Sygma Banque No Group 59 38 0 0 21 0 0
The Mortgage Business Plc Lloyds 59 0 53 1 5 0 0
Markerstudy Insurance Company Limited No Group 60 0 0 60 0 0 0
Canada Life Limited Canada Life 62 0 1 9 0 3 49
Saga Services Limited No Group 62 0 0 62 0 0 0
Octagon Insurance Company Limited No Group 63 0 0 63 0 0 0
AIG Europe Limited No Group 64 0 0 37 27 0 0
First Central Insurance Management Ltd No Group 64 0 0 64 0 0 0
Guardian Assurance Limited No Group 64 0 0 6 1 0 57
Southern Pacific Mortgage Limited No Group 64 6 43 0 15 0 0
Countrywide Assured Plc No Group 65 0 0 18 0 0 47
Virgin Money plc Virgin Money 65 22 38 0 0 4 1
R. Raphael & Sons Plc No Group 67 62 0 0 5 0 0
Scottish Equitable Plc Aegon Group 68 0 0 17 0 3 48
Banque PSA Finance No Group 70 43 0 3 24 0 0
Amtrust Europe Limited No Group 71 0 0 67 4 0 0
Hitachi Capital (UK) Plc No Group 71 61 0 0 10 0 0
ACF Car Finance Limited No Group 72 4 0 3 65 0 0
BISL Limited No Group 72 0 0 72 0 0 0
FirstRand Bank Limited No Group 72 58 0 3 11 0 0
AXA PPP Healthcare Limited AXA 73 0 0 73 0 0 0
GE Money Consumer Lending Limited No Group 73 42 0 0 31 0 0
Openwork Limited Zurich 73 1 19 12 21 13 7
Mortgage Express UK Asset Resolution 76 0 73 1 2 0 0
St. James's Place Wealth Management Plc St James Place 77 0 4 12 8 28 25
BMW Financial Services (GB) Limited No Group 78 67 0 3 8 0 0
DFS Trading Limited No Group 82 1 0 0 81 0 0
ACE European Group Limited No Group 83 0 0 80 0 0 3
London General Insurance Company Limited No Group 83 0 0 60 23 0 0
Red Sands Insurance Company (Europe) Limited No Group 85 0 0 85 0 0 0
Creation Consumer Finance Ltd No Group 88 52 0 3 33 0 0
Assurant General Insurance Limited No Group 90 0 0 55 35 0 0
Domestic & General Insurance Plc Domestic & General 92 0 0 92 0 0 0
Kensington Mortgage Company Limited No Group 93 12 66 0 15 0 0
National House-Building Council No Group 94 0 0 94 0 0 0
UK Car Group Limited No Group 94 0 0 5 89 0 0
CT Capital PLC No Group 96 4 1 1 89 0 1
DAS Legal Expenses Insurance Company Limited No Group 99 0 0 99 0 0 0
The National Farmers' Union Mutual Insurance Society Limited National Farmers Union Mutual Society Limited 99 0 0 94 0 0 5
Halifax Insurance Ireland Ltd Lloyds 100 0 0 1 99 0 0
Great Lakes Reinsurance (UK) Plc No Group 101 0 0 101 0 0 0
National Savings and Investments No Group 101 101 0 0 0 0 0
Coventry Building Society No Group 106 1 9 2 94 0 0
Homeserve Membership Limited No Group 107 0 0 107 0 0 0
Newcastle Building Society No Group 107 4 6 0 92 1 4
PayPal Sarl & Cie, SCA No Group 107 107 0 0 0 0 0
Countrywide Principal Services Limited No Group 111 1 53 26 31 0 0
Everyday Loans Limited No Group 112 6 0 1 105 0 0
Automobile Association Insurance Services Limited No Group 115 0 0 114 1 0 0
J D Williams & Company Limited No Group 117 49 0 2 66 0 0
Covea Insurance plc No Group 118 0 0 118 0 0 0
Creation Financial Services Limited No Group 118 74 0 3 41 0 0
Connells Limited Skipton Group 119 0 58 8 53 0 0
Zenith Insurance plc No Group 122 0 0 122 0 0 0
Santander Consumer (UK) Plc Santander UK 123 89 0 1 33 0 0
West Bromwich Building Society West Bromwich Group 123 8 42 1 62 4 6
Skipton Building Society Skipton Group 128 8 15 2 100 3 0
Scottish Widows plc Lloyds 133 0 0 32 2 17 82
Friends Life Services Limited Friends Provident 134 0 0 23 4 15 92
Hastings Insurance Services Ltd No Group 135 0 0 135 0 0 0
Phoenix Life Assurance Limited Phoenix Group 137 0 0 24 1 3 109
Tesco Underwriting Limited Ageas Insurance Limited 141 0 0 141 0 0 0
First Response Finance Ltd No Group 142 12 0 3 127 0 0
Volkswagen Financial Services (UK) Limited No Group 142 129 0 3 9 1 0
West Bromwich Mortgage Company Limited West Bromwich Group 142 0 140 0 2 0 0
WDFC UK Limited No Group 147 147 0 0 0 0 0
Loans.co.uk Ltd Bank of America Merrill Lynch Group 148 6 0 0 142 0 0
GE Money Home Lending Limited No Group 151 17 55 0 79 0 0
Standard Life Assurance Limited Standard Life 152 0 1 16 2 8 125
BUPA Insurance Limited BUPA 153 0 0 153 0 0 0
Firstplus Financial Group Plc Barclays 153 60 1 0 92 0 0
Leeds Building Society No Group 168 11 36 4 116 0 1
esure Insurance Limited ESURE 169 0 0 169 0 0 0
Abbey Life Assurance Company Limited No Group 173 0 0 12 1 6 154
Advantage Insurance Company Limited No Group 175 0 0 175 0 0 0
Card Protection Plan Ltd No Group 178 3 0 175 0 0 0
Royal London (CIS) Limited Royal London Group 178 0 0 19 6 14 139
Arnold Clark Automobiles Limited No Group 179 6 0 4 169 0 0
ReAssure Limited ReAssure Company Limited 181 0 2 51 0 3 125
Aviva Life Services UK Limited AVIVA 185 0 11 71 5 19 79
Zurich Insurance PLC Zurich 187 0 0 187 0 0 0
Sesame Limited Friends Provident 197 0 17 38 53 20 69
CIS General Insurance Limited CO-OP 206 0 0 203 3 0 0
Sun Life Assurance Company of Canada (U.K.) Limited No Group 207 0 0 16 0 5 186
Lloyds Bank General Insurance Limited Lloyds 209 0 0 135 74 0 0
Swinton Group Ltd No Group 210 0 0 209 1 0 0
Acromas Insurance Company Limited No Group 218 0 0 218 0 0 0
Legal & General Insurance Limited Legal & General 235 0 0 143 92 0 0
CitiFinancial Europe Plc Citibank 236 24 3 7 200 0 2
Friends Life Limited Friends Provident 236 0 0 54 1 7 174
Zurich Assurance Ltd Zurich 237 0 1 41 17 20 158
British Gas Insurance Limited No Group 245 0 0 245 0 0 0
The Royal London Mutual Insurance Society Limited Royal London Group 272 0 0 64 4 7 197
Inter Partner Assistance SA No Group 277 0 0 277 0 0 0
Aviva Life & Pensions UK Limited AVIVA 283 0 2 42 1 8 230
Liverpool Victoria Insurance Company Limited Liverpool Victoria Group 298 0 0 297 0 0 1
American Express Services Europe Limited No Group 300 78 0 7 215 0 0
Ulster Bank Ltd Royal Bank Of Scotland 302 179 7 1 107 8 0
Legal & General Assurance Society Limited Legal & General 309 0 0 113 0 21 175
AIB Group (UK) Plc No Group 324 41 13 1 263 3 3
Clydesdale Financial Services Limited Barclays 326 301 1 1 23 0 0
Admiral Insurance Company Limited Admiral Group 330 0 0 330 0 0 0
The Society of Lloyd's No Group 331 0 0 161 170 0 0
Northern Bank Limited No Group 335 36 7 3 286 1 2
Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. No Group 343 0 0 341 2 0 0
Bank of Ireland (UK) Plc Bank of Ireland 362 140 52 7 157 2 4
NewDay Ltd No Group 367 116 0 7 244 0 0
Pinnacle Insurance Plc Cardiff Pinnacle 368 0 0 77 291 0 0
Home Retail Group Insurance Services Limited No Group 389 0 0 1 388 0 0
Phoenix Life Limited Phoenix Group 391 0 2 49 3 10 327
Vanquis Bank Limited No Group 393 393 0 0 0 0 0
The Prudential Assurance Company Limited Prudential PLC 401 0 3 38 9 21 330
Ageas Insurance Limited Ageas Insurance Limited 495 0 0 443 52 0 0
Royal & Sun Alliance Insurance Plc RSA Insurance UK 500 0 0 462 36 0 2
Legal & General Partnership Services Limited Legal & General 539 0 447 20 72 0 0
AXA Insurance UK Plc AXA 547 0 0 529 18 0 0
Santander Cards UK Limited Santander UK 570 217 0 2 351 0 0
Bradford & Bingley Plc UK Asset Resolution 584 2 49 19 483 7 24
St Andrew's Insurance plc Lloyds 698 0 0 133 564 0 1
Cheltenham & Gloucester plc Lloyds 726 3 169 10 539 1 4
Welcome Financial Services Limited No Group 808 109 1 61 637 0 0
Marks & Spencer Financial Services plc HSBC 812 87 0 23 702 0 0
Yorkshire Building Society Yorkshire 823 67 89 12 632 9 14
Shop Direct Finance Company Limited No Group 837 255 0 2 580 0 0
NRAM plc UK Asset Resolution 886 49 372 6 450 1 8
Allianz Insurance Plc Allianz Insurance 1097 0 0 283 814 0 0
UK Insurance Limited Direct Line 1316 0 0 1244 72 0 0
Financial Insurance Company Limited No Group 1360 0 0 2 1358 0 0
Aviva Insurance Limited AVIVA 1384 1 0 678 698 0 7
Tesco Personal Finance PLC Tesco Personal Finance 1399 328 1 47 1023 0 0
Black Horse Limited Lloyds 1484 135 0 7 1342 0 0
Canada Square Operations Limited Citibank 1644 16 0 1 1626 0 1
The Co-operative Bank Plc CO-OP 1665 399 85 13 1129 29 10
Clydesdale Bank Plc National Australia Group 2666 470 115 29 2028 15 9
Nationwide Building Society Nationwide 4886 617 300 61 3841 36 31
Capital One (Europe) plc No Group 5303 249 0 2 5052 0 0
The Royal Bank of Scotland Plc Royal Bank Of Scotland 6072 1183 161 67 4586 56 19
National Westminster Bank Plc Royal Bank Of Scotland 7211 2953 248 108 3804 71 27
MBNA Limited Bank of America Merrill Lynch Group 7832 450 0 72 7310 0 0
Santander UK Plc Santander UK 7876 2135 753 203 4586 101 98
HSBC Bank plc HSBC 12429 1969 168 482 9682 92 36
Barclays Bank Plc Barclays 26955 3643 503 231 22316 138 124
Bank of Scotland Plc Lloyds 27883 2281 1062 201 24134 86 119
Lloyds Bank PLC Lloyds 30768 3828 190 270 26209 139 132

This table shows the number of new cases received by the ombudsman service in the six-month period from 01 Jan to 30 Jun 2014 – 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.