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

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.