complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 1 Jul to 31 Dec 2015. 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 Jul to 31 Dec 2015. 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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Lloyds Bank PLC Lloyds 21304 5086 102 223 15550 233 110
Barclays Bank Plc Barclays 17781 7612 420 197 9296 183 73
Bank of Scotland Plc Lloyds 22089 3580 638 210 17449 155 57
HSBC Bank plc HSBC 10997 3364 190 230 7014 143 56
National Westminster Bank Plc Royal Bank Of Scotland 9330 6537 241 83 2327 127 15
Santander UK Plc Santander UK 5628 2199 512 133 2607 120 57
The Royal Bank of Scotland Plc Royal Bank Of Scotland 5628 2562 152 60 2768 78 8
Equiniti Financial Services Limited No Group 72 0 0 0 0 70 2
Interactive Investor Trading Limited No Group 63 0 0 0 0 49 14
Halifax Share Dealing Limited Lloyds 43 0 0 0 0 42 1
Clydesdale Bank Plc National Australia Group 3473 726 62 24 2616 41 4
Nationwide Building Society Nationwide 3881 849 313 35 2614 41 29
TD Direct Investing (Europe) Limited No Group 30 0 0 0 0 30 0
St. James's Place Wealth Management Plc St James Place 61 0 4 7 0 24 26
Yorkshire Building Society Yorkshire 800 44 91 8 625 23 9
Hargreaves Lansdown Asset Management Limited No Group 31 0 0 0 0 21 10
Sesame Limited Friends Provident 116 0 10 24 20 18 44
The Royal London Mutual Insurance Society Limited Royal London Group 268 0 0 67 1 18 182
Aviva Life Services UK Limited AVIVA 157 0 24 38 6 17 72
Legal and General Assurance Society Limited Legal & General 233 0 0 91 0 17 125
SW Funding plc Lloyds 172 0 0 30 3 16 123
Zurich Assurance Ltd Zurich 200 0 9 48 5 15 123
Friends Life Limited Friends Provident 252 0 3 71 1 14 163
Positive Solutions (Financial Services) Limited No Group 37 0 5 2 2 13 15
The Prudential Assurance Company Limited Prudential PLC 304 0 2 20 7 13 262
Openwork Limited Zurich 79 0 26 3 12 11 27
Phoenix Life Limited Phoenix Group 272 0 4 28 0 11 229
Standard Life Assurance Limited Standard Life 114 0 3 9 0 11 91
Aviva Life & Pensions UK Limited AVIVA 241 0 0 27 0 10 204
Friends Life Services Limited Friends Provident 106 0 0 14 0 9 83
The Co-operative Bank Plc No Group 1091 481 72 8 517 8 5
Bank of Ireland (UK) Plc Bank of Ireland 466 272 63 12 110 7 2
Northern Bank Limited No Group 215 54 6 3 142 7 3
Sun Life Assurance Company of Canada (U.K.) Limited No Group 158 0 0 9 0 7 142
AIB Group (UK) Plc No Group 133 36 9 5 76 6 1
West Bromwich Building Society West Bromwich Group 73 9 15 0 42 6 1
Phoenix Life Assurance Limited Phoenix Group 135 0 2 17 1 5 110
Royal London (CIS) Limited Royal London Group 60 0 0 4 1 5 50
Virgin Money plc Virgin Money 165 111 49 0 0 5 0
Abbey Life Assurance Company Limited No Group 135 0 0 12 0 4 119
Bradford & Bingley Plc UK Asset Resolution 474 2 57 11 382 4 18
National Savings and Investments No Group 102 99 0 0 0 3 0
ReAssure Limited ReAssure Company Limited 142 0 2 36 1 3 100
Scottish Equitable Plc Aegon Group 89 0 0 20 0 3 66
Citibank International Limited Citibank 46 42 0 0 2 2 0
Coventry Building Society No Group 146 12 25 1 106 2 0
Liverpool Victoria Friendly Society Limited Liverpool Victoria Group 41 1 0 12 14 2 12
Ulster Bank Ltd Royal Bank Of Scotland 268 228 9 1 26 2 2
Canada Life Limited Canada Life 54 0 0 19 0 1 34
Card Protection Plan Ltd No Group 38 0 0 37 0 1 0
Countrywide Assured Plc No Group 65 0 0 25 1 1 38
Creation Consumer Finance Ltd No Group 166 130 0 2 33 1 0
Experian Limited No Group 89 87 0 1 0 1 0
Marks & Spencer Financial Services plc HSBC 613 76 0 13 523 1 0
The National Farmers' Union Mutual Insurance Society Limited National Farmers Union Mutual Society Limited 95 0 0 92 0 1 2
TSB Bank plc No Group 940 878 56 3 0 1 2
UK Insurance Limited Direct Line Group 1312 0 0 1290 21 1 0
Volkswagen Financial Services (UK) Limited No Group 181 166 0 3 11 1 0
Zurich Insurance PLC Zurich 144 0 0 142 1 1 0
Accord Mortgages Limited Yorkshire 34 0 34 0 0 0 0
ACE European Group Limited No Group 46 0 0 45 0 0 1
Acromas Insurance Company Limited No Group 154 0 0 154 0 0 0
Admiral Insurance Company Limited Admiral Group 359 0 0 359 0 0 0
Advantage Insurance Company Limited No Group 183 0 0 183 0 0 0
Ageas Insurance Limited No Group 499 0 0 499 0 0 0
Ageas Retail Limited No Group 34 0 0 34 0 0 0
AIG Europe Limited No Group 50 0 0 48 2 0 0
Allianz Insurance Plc Allianz Insurance 1123 0 0 343 780 0 0
American Express Services Europe Limited No Group 341 106 0 7 228 0 0
Amtrust Europe Limited No Group 91 0 0 91 0 0 0
Amtrust International Underwriters Ltd No Group 34 0 0 32 2 0 0
Arnold Clark Automobiles Limited No Group 118 13 0 5 100 0 0
Arrow Global Limited No Group 48 47 1 0 0 0 0
Assurant General Insurance Limited No Group 111 0 0 82 29 0 0
Automobile Association Insurance Services Limited No Group 103 0 0 103 0 0 0
Aviva Health UK Limited AVIVA 48 0 0 48 0 0 0
Aviva Insurance Limited AVIVA 917 0 0 472 442 0 3
Aviva Insurance Services UK Limited AVIVA 44 0 0 42 0 0 2
AXA Insurance UK Plc AXA 441 0 0 429 12 0 0
AXA PPP Healthcare Limited AXA 94 0 0 94 0 0 0
Be Wiser Insurance Services Ltd No Group 47 0 0 47 0 0 0
BISL Limited No Group 87 0 0 87 0 0 0
Black Horse Limited Lloyds 716 163 1 0 552 0 0
Blemain Finance Limited No Group 51 46 5 0 0 0 0
BMW Financial Services (GB) Limited No Group 111 106 0 3 2 0 0
Brightside Insurance Services Limited No Group 43 0 0 43 0 0 0
British Gas Insurance Limited No Group 179 0 0 179 0 0 0
British Gas Services Limited No Group 76 0 0 76 0 0 0
BUPA Insurance Limited BUPA 118 0 0 118 0 0 0
Cabot Financial (Europe) Limited No Group 37 37 0 0 0 0 0
Canada Square Operations Limited Citibank 2486 13 0 7 2466 0 0
Capital One (Europe) plc No Group 5536 187 0 4 5345 0 0
Capquest Debt Recovery Limited No Group 37 37 0 0 0 0 0
Casheuronet UK LLC No Group 280 280 0 0 0 0 0
Caversham Finance Limited No Group 65 59 0 6 0 0 0
Cheltenham & Gloucester plc Lloyds 673 4 100 10 558 0 1
CIGNA Europe Insurance Company SA-NV No Group 44 0 0 32 12 0 0
CIS General Insurance Limited CO-OP 165 0 0 163 1 0 1
CitiFinancial Europe Plc Citibank 276 17 4 4 251 0 0
Close Brothers Limited No Group 112 88 0 10 14 0 0
Clydesdale Financial Services Limited Barclays 459 443 0 0 16 0 0
Connells Limited Skipton Group 100 0 58 6 36 0 0
Countrywide Principal Services Limited No Group 67 0 36 16 15 0 0
Covea Insurance plc No Group 126 0 0 126 0 0 0
Creation Financial Services Limited No Group 96 61 0 1 34 0 0
DAS Legal Expenses Insurance Company Limited No Group 82 0 0 82 0 0 0
DFS Trading Limited No Group 75 2 0 3 70 0 0
Domestic & General Insurance Plc Domestic & General 55 0 0 55 0 0 0
Elite Insurance Company Limited No Group 53 0 0 53 0 0 0
Enterprise Insurance Company plc No Group 76 0 0 76 0 0 0
Equifax Limited No Group 46 46 0 0 0 0 0
Erudio Student Loans Limited No Group 93 93 0 0 0 0 0
esure Insurance Limited ESURE 174 0 0 174 0 0 0
Europa Group Limited No Group 31 0 0 31 0 0 0
Europaische Reiseversicherung AG No Group 85 0 0 85 0 0 0
Everyday Loans Limited No Group 58 6 0 2 50 0 0
Express Gifts Ltd No Group 67 45 0 1 21 0 0
FCA Automotive Services UK Ltd No Group 35 26 0 2 7 0 0
FCE Bank Plc No Group 41 41 0 0 0 0 0
Financial Insurance Company Limited No Group 4429 0 0 4 4424 0 1
First Central Insurance Management Ltd No Group 120 0 0 120 0 0 0
First Response Finance Ltd No Group 73 25 0 1 47 0 0
Firstplus Financial Group Plc Barclays 117 66 7 0 44 0 0
FirstRand Bank Limited No Group 211 206 0 1 4 0 0
GE Money Consumer Lending Limited No Group 36 24 1 0 11 0 0
GE Money Home Lending Limited No Group 116 19 55 0 42 0 0
GMAC UK Plc No Group 60 56 0 1 3 0 0
Grattan Plc No Group 30 4 0 0 26 0 0
Great Lakes Reinsurance (UK) SE No Group 101 0 0 100 1 0 0
Gregory Pennington Limited No Group 64 57 0 0 7 0 0
Guardian Assurance Limited No Group 58 0 0 4 0 0 54
Harrington Brooks (Accountants) Limited No Group 38 38 0 0 0 0 0
Hastings Insurance Services Ltd No Group 62 0 0 62 0 0 0
HFC Bank Limited HSBC 673 11 0 3 659 0 0
Hitachi Capital (UK) Plc No Group 108 98 0 0 10 0 0
Home Retail Group Card Services Limited No Group 93 90 0 0 3 0 0
Home Retail Group Insurance Services Limited No Group 365 0 0 2 363 0 0
Homeserve Membership Limited No Group 103 0 0 103 0 0 0
HSBC Life (UK) Limited HSBC 32 1 0 17 5 0 9
Idem Capital Securities Limited No Group 33 31 2 0 0 0 0
IGO4 Limited No Group 46 0 0 46 0 0 0
Instant Cash Loans Limited No Group 95 95 0 0 0 0 0
Inter Partner Assistance SA No Group 303 0 0 303 0 0 0
International Insurance Company of Hannover SE No Group 32 0 0 32 0 0 0
J D Williams & Company Limited No Group 95 49 0 1 45 0 0
John Lewis Financial Services Limited HSBC 37 37 0 0 0 0 0
Kensington Mortgage Company Limited No Group 41 4 31 0 6 0 0
Leeds Building Society No Group 130 28 38 6 57 0 1
Legal & General Insurance Limited Legal & General 243 0 0 208 35 0 0
Legal & General Partnership Services Limited Legal & General 434 0 408 12 14 0 0
Liverpool Victoria Insurance Company Limited Liverpool Victoria Group 305 0 0 303 1 0 1
Lloyds Bank General Insurance Limited Lloyds 131 0 0 114 17 0 0
Loans.co.uk Ltd Bank of America Merrill Lynch Group 88 2 1 0 85 0 0
London General Insurance Company Limited No Group 93 0 0 85 8 0 0
Lowell Financial Ltd No Group 33 33 0 0 0 0 0
Lowell Portfolio I Ltd No Group 39 39 0 0 0 0 0
Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. No Group 113 0 0 113 0 0 0
Markerstudy Insurance Company Limited No Group 82 0 0 82 0 0 0
MBNA Limited Bank of America Merrill Lynch Group 6772 268 0 25 6479 0 0
MEM Consumer Finance Limited No Group 47 47 0 0 0 0 0
Mercedes-Benz Financial Services UK Limited No Group 80 79 0 1 0 0 0
Metro Bank PLC No Group 53 51 1 0 0 0 1
MKDP LLP No Group 46 46 0 0 0 0 0
Mortgage Express UK Asset Resolution 90 0 88 0 2 0 0
National House-Building Council No Group 138 0 0 138 0 0 0
Newcastle Building Society No Group 87 7 5 0 74 0 1
NewDay Ltd No Group 358 221 0 0 137 0 0
NRAM plc UK Asset Resolution 740 40 344 4 347 0 5
Octagon Insurance Company Limited No Group 55 0 0 55 0 0 0
One Call Insurance Services Limited No Group 86 0 0 86 0 0 0
One Insurance Limited No Group 39 0 0 39 0 0 0
Paratus AMC Limited No Group 46 0 36 0 10 0 0
PayPal Sarl & Cie, SCA No Group 128 128 0 0 0 0 0
PDL Finance Limited No Group 59 59 0 0 0 0 0
Pinnacle Insurance Plc Cardiff Pinnacle 363 0 0 94 269 0 0
Provident Personal Credit Limited No Group 120 120 0 0 0 0 0
PSA Finance UK Limited No Group 73 61 0 4 8 0 0
QBE Insurance (Europe) Limited No Group 59 0 0 59 0 0 0
R. Raphael & Sons Plc No Group 92 89 0 0 3 0 0
RAC Insurance Limited No Group 103 0 0 103 0 0 0
RAC Motoring Services No Group 73 0 0 73 0 0 0
RCI Financial Services Limited No Group 75 69 0 0 6 0 0
Red Sands Insurance Company (Europe) Limited No Group 95 0 0 94 1 0 0
Royal & Sun Alliance Insurance Plc RSA Insurance UK 455 1 0 432 22 0 0
Sabre Insurance Company Limited No Group 41 0 0 41 0 0 0
Saga Services Limited No Group 42 0 0 42 0 0 0
Sainsbury's Bank Plc Sainsburys Bank 91 90 0 1 0 0 0
Santander Cards UK Limited Santander UK 155 7 0 1 147 0 0
Santander Consumer (UK) Plc Santander UK 137 110 0 1 26 0 0
Secure Trust Bank Plc No Group 78 54 0 1 23 0 0
Shawbrook Bank Limited No Group 57 52 0 0 5 0 0
Shop Direct Finance Company Limited No Group 647 263 0 1 383 0 0
Skipton Building Society Skipton Group 104 12 23 2 67 0 0
Skyfire Insurance Company Limited No Group 44 0 0 44 0 0 0
Solid Forsakringar AB No Group 62 0 0 62 0 0 0
Southern Pacific Mortgage Limited No Group 50 10 31 2 7 0 0
St Andrew's Insurance plc Lloyds 457 0 0 81 376 0 0
Sterling Insurance Company Limited No Group 39 0 0 20 19 0 0
Stonebridge International Insurance Ltd Aegon Group 152 0 0 149 2 0 1
Swift Advances Plc No Group 36 31 5 0 0 0 0
Swinton Group Ltd No Group 110 0 0 109 0 0 1
Sygma Banque No Group 44 32 0 0 12 0 0
Telefonica Insurance S.A. No Group 51 0 0 51 0 0 0
Tesco Personal Finance PLC Tesco Personal Finance 1066 268 13 43 742 0 0
Tesco Underwriting Limited No Group 138 0 0 138 0 0 0
The Car Finance Company (2007) Ltd No Group 121 121 0 0 0 0 0
The Mortgage Works (UK) Plc Nationwide 49 2 44 0 3 0 0
The Society of Lloyd's No Group 181 0 0 145 36 0 0
Towergate Underwriting Group Limited No Group 51 0 0 51 0 0 0
Uncle Buck Payday Loans LLP No Group 40 40 0 0 0 0 0
Union Reiseversicherung AG No Group 56 0 0 56 0 0 0
Unum Ltd No Group 55 0 0 55 0 0 0
Vanquis Bank Limited No Group 393 393 0 0 0 0 0
Vitality Corporate Services Limited No Group 32 0 0 25 0 0 7
Vitality Health Limited No Group 39 0 0 39 0 0 0
Wage Day Advance Limited No Group 59 59 0 0 0 0 0
WDFC UK Limited No Group 269 269 0 0 0 0 0
Welcome Financial Services Limited No Group 424 72 6 7 339 0 0
WorldPay (UK) Limited No Group 78 77 0 1 0 0 0
Zenith Insurance plc No Group 166 0 0 166 0 0 0

This table shows the number of new cases received by the ombudsman service in the six-month period from 1 Jul to 31 Dec 2015 – 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.