complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 1 July to 31 December 2013. 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 2013. 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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Lloyds Bank PLC Lloyds 40500 2864 132 231 36954 184 135
Barclays Bank Plc Barclays 36506 3782 383 327 31717 153 144
Santander UK Plc Santander UK 8389 2272 969 217 4712 90 129
HSBC Bank plc HSBC 15286 1655 173 496 12838 83 41
Bank of Scotland Plc Lloyds 39134 2003 1126 284 35500 76 145
National Westminster Bank Plc Royal Bank Of Scotland 8723 2739 229 99 5575 59 22
Nationwide Building Society Nationwide 6436 697 324 75 5265 41 34
The Royal Bank of Scotland Plc Royal Bank Of Scotland 7656 1041 172 78 6298 41 26
St. James's Place Wealth Management Plc St James Place 96 1 8 9 9 39 30
Clydesdale Bank Plc National Australia Group 3157 433 109 37 2525 38 15
Barclays Stockbrokers Limited Barclays 37 0 0 0 0 33 4
TD Direct Investing (Europe) Limited No Group 35 0 0 0 0 33 2
Interactive Investor Trading Limited No Group 31 0 0 0 0 30 1
Sesame Limited Friends Provident 213 0 31 42 59 23 58
Aviva Life Services UK Limited AVIVA 203 0 25 49 8 22 99
Positive Solutions (Financial Services) Limited Aegon Group 49 0 5 1 11 22 10
The Co-operative Bank Plc CO-OP 1786 315 74 19 1344 21 13
Zurich Assurance Ltd Zurich 250 0 0 63 15 21 151
Aviva Life & Pensions UK Limited AVIVA 340 0 1 62 1 17 259
Legal & General Assurance Society Limited Legal & General 386 0 0 164 0 17 205
Openwork Limited Zurich 101 2 16 11 35 16 21
Scottish Widows plc Lloyds 132 2 0 18 1 16 95
Royal London (CIS) Limited No Group 149 1 1 17 25 15 90
Phoenix Life Limited Phoenix Group 407 0 2 68 2 13 322
The Prudential Assurance Company Limited Prudential PLC 393 0 3 43 11 13 323
Friends Life Services Limited Friends Provident 157 1 1 29 3 12 111
Bradford & Bingley Plc UK Asset Resolution 860 3 39 16 758 11 33
The Royal London Mutual Insurance Society Limited Royal London Group 305 1 0 69 4 10 221
Standard Life Assurance Limited Standard Life 132 0 2 8 9 8 105
Yorkshire Building Society Yorkshire 1174 44 55 12 1045 8 10
Canada Life Limited Canada Life 50 0 0 13 0 7 30
Friends Life Limited Friends Provident 205 0 0 57 1 6 141
Scottish Equitable Plc Aegon Group 63 0 0 14 1 5 43
TenetConnect Limited No Group 38 0 1 2 0 5 30
Personal Touch Financial Services Ltd No Group 78 0 20 15 32 4 7
Phoenix Life Assurance Limited Phoenix Group 137 0 0 22 0 4 111
Sun Life Assurance Company of Canada (U.K.) Limited No Group 192 0 0 10 0 4 178
Ulster Bank Ltd Royal Bank Of Scotland 224 70 7 3 140 4 0
Abbey Life Assurance Company Limited No Group 187 0 0 8 0 3 176
AIB Group (UK) Plc No Group 611 38 15 3 552 3 0
Friends Life WL Limited Friends Provident 60 0 0 5 0 3 52
Wesleyan Assurance Society No Group 41 0 0 10 0 3 28
Bank of Ireland (UK) Plc Bank of Ireland 650 163 190 6 286 2 3
Cheltenham & Gloucester plc Lloyds 1811 6 164 12 1623 2 4
Newcastle Building Society No Group 166 10 5 0 148 2 1
ReAssure Limited SWISS RE 203 0 1 58 5 2 137
Virgin Money plc Virgin Money 70 22 44 0 1 2 1
Aviva Insurance Limited AVIVA 1223 0 1 515 704 1 2
British Gas Insurance Limited No Group 230 0 0 229 0 1 0
Citibank International plc Citibank 47 23 1 2 20 1 0
Countrywide Assured Plc No Group 99 0 0 29 0 1 69
Coventry Building Society No Group 196 9 18 1 167 1 0
Friends Life Company Limited Friends Provident 35 0 0 8 0 1 26
Guardian Assurance Limited No Group 85 0 0 6 3 1 75
Marks & Spencer Financial Services plc HSBC 1103 93 0 11 998 1 0
National Savings and Investments No Group 92 91 0 0 0 1 0
Northern Bank Limited No Group 600 29 4 6 557 1 3
Saga Services Limited No Group 115 0 0 112 2 1 0
Shop Direct Finance Company Limited Shop Direct Group 998 314 0 2 681 1 0
Skipton Building Society Skipton Group 245 9 21 6 207 1 1
UK Insurance Limited Direct Line 1479 0 1 1399 78 1 0
West Bromwich Building Society West Bromwich Group 154 13 17 2 118 1 3
ACE European Group Limited No Group 81 0 0 81 0 0 0
ACF Car Finance Limited No Group 80 6 0 5 69 0 0
Acromas Insurance Company Limited No Group 236 0 0 236 0 0 0
Admiral Insurance Company Limited Admiral Group 261 0 0 261 0 0 0
Advantage Insurance Company Limited No Group 100 0 0 100 0 0 0
Ageas Insurance Limited Ageas Insurance Limited 464 0 0 450 14 0 0
AIG Europe Limited No Group 61 0 0 39 22 0 0
Allianz Insurance Plc Allianz Insurance 1175 0 0 230 945 0 0
American Express Insurance Services Europe Limited No Group 60 0 0 3 57 0 0
American Express Services Europe Limited No Group 341 62 0 6 273 0 0
Amtrust Europe Limited No Group 62 0 0 62 0 0 0
Amtrust International Underwriters Ltd No Group 74 0 0 68 6 0 0
Arnold Clark Automobiles Limited No Group 232 6 0 3 223 0 0
Assurant General Insurance Limited No Group 135 0 0 54 81 0 0
Automobile Association Insurance Services Limited No Group 152 0 0 152 0 0 0
Aviva Health UK Limited AVIVA 64 0 0 64 0 0 0
AXA Insurance UK Plc AXA 603 0 0 573 29 0 1
AXA PPP Healthcare Limited AXA 93 0 0 93 0 0 0
Banque PSA Finance No Group 68 42 0 0 26 0 0
Barclays Insurance (Dublin) Limited No Group 47 0 0 16 30 0 1
Be Wiser Insurance Services Ltd No Group 35 0 0 35 0 0 0
BISL Limited No Group 94 0 0 94 0 0 0
Black Horse Limited Lloyds 2615 220 0 4 2391 0 0
Blemain Finance Limited No Group 53 53 0 0 0 0 0
BMW Financial Services (GB) Limited No Group 84 65 0 6 13 0 0
Brightside Insurance Services Limited No Group 74 0 0 74 0 0 0
British Credit Trust Holdings Ltd No Group 42 2 0 0 40 0 0
BUPA Insurance Limited BUPA 185 0 0 185 0 0 0
Canada Square Operations Limited Citibank 2338 17 0 13 2308 0 0
Capital One (Europe) plc No Group 7673 276 0 7 7390 0 0
Card Protection Plan Ltd No Group 98 0 0 98 0 0 0
Catlin Insurance Company (UK) Ltd No Group 31 0 0 31 0 0 0
CIS General Insurance Limited CO-OP 197 0 0 193 4 0 0
CitiFinancial Europe Plc Citibank 506 29 0 6 471 0 0
Close Motor Finance Limited No Group 41 16 0 1 24 0 0
Clydesdale Financial Services Limited Barclays 291 277 0 1 13 0 0
Connells Limited Skipton Group 140 0 41 5 94 0 0
Countrywide Principal Services Limited No Group 128 0 37 21 70 0 0
Covea Insurance plc No Group 127 0 0 127 0 0 0
Creation Consumer Finance Ltd No Group 100 60 0 1 39 0 0
Creation Financial Services Limited No Group 198 76 0 1 121 0 0
CT Capital PLC No Group 205 5 0 0 200 0 0
Cumberland Building Society No Group 100 6 2 0 91 0 1
DAS Legal Expenses Insurance Company Limited No Group 91 0 0 91 0 0 0
Decidebloom Limited No Group 47 8 0 5 34 0 0
DFS Trading Limited No Group 364 0 0 0 364 0 0
Direct Auto Finance Insurance Services Ltd No Group 72 0 0 2 70 0 0
Domestic & General Insurance Plc Domestic & General Insurance PLC 66 0 0 66 0 0 0
Endsleigh Insurance Services Ltd Zurich 38 0 0 36 1 0 1
esure Insurance Limited ESURE 141 0 0 141 0 0 0
Everyday Loans Limited No Group 186 5 0 2 179 0 0
Express Gifts Ltd No Group 122 14 0 0 108 0 0
FGA Capital UK Limited No Group 37 28 0 0 9 0 0
Financial Insurance Company Limited No Group 480 0 0 3 477 0 0
First Response Finance Ltd No Group 136 8 0 0 128 0 0
Firstplus Financial Group Plc Barclays 196 73 12 1 110 0 0
FirstRand Bank Limited No Group 80 56 0 0 24 0 0
Ford Retail Limited No Group 44 2 0 0 42 0 0
GE Money Consumer Lending Limited General Electric 101 38 1 0 62 0 0
GE Money Home Lending Limited General Electric 194 18 61 0 115 0 0
GICL 2013 Limited Ageas Insurance Limited 38 0 0 36 2 0 0
GMAC UK Plc No Group 56 43 0 0 13 0 0
GPUK LLP No Group 31 31 0 0 0 0 0
Great Lakes Reinsurance (UK) Plc No Group 104 0 0 104 0 0 0
Halifax General Insurance Services Limited Lloyds 33 0 0 29 4 0 0
Halifax Insurance Ireland Ltd Lloyds 99 0 0 0 99 0 0
Hastings Insurance Services Ltd No Group 87 0 0 87 0 0 0
Hitachi Capital (UK) Plc No Group 68 58 0 0 10 0 0
Home Retail Group Card Services Limited No Group 51 51 0 0 0 0 0
Home Retail Group Insurance Services Limited No Group 666 1 0 1 664 0 0
Homecare Insurance Limited No Group 40 0 0 40 0 0 0
IGO4 Limited No Group 50 0 0 50 0 0 0
Inter Partner Assistance SA No Group 210 0 0 210 0 0 0
International Insurance Company of Hannover Plc No Group 41 0 0 41 0 0 0
J D Williams & Company Limited No Group 92 48 0 1 43 0 0
Kensington Mortgage Company Limited No Group 108 14 62 0 32 0 0
Leeds Building Society No Group 290 16 34 8 231 0 1
Legal & General Insurance Limited Legal & General 265 0 0 123 142 0 0
Legal & General Partnership Services Limited Legal & General 192 0 44 23 125 0 0
Liverpool Victoria Friendly Society Limited Liverpool Victoria Group 72 1 0 7 44 0 20
Liverpool Victoria Insurance Company Limited Liverpool Victoria Group 353 0 0 350 3 0 0
Lloyds Bank General Insurance Limited Lloyds 171 0 0 107 64 0 0
Lloyds Bank Insurance Services Limited Lloyds 61 1 0 38 22 0 0
Loans.co.uk Ltd MBNA 347 5 0 0 342 0 0
London General Insurance Company Limited No Group 78 0 0 50 28 0 0
Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. No Group 310 0 0 310 0 0 0
Markerstudy Insurance Company Limited No Group 61 0 0 61 0 0 0
MBNA Limited MBNA 15527 533 0 62 14932 0 0
Mortgage Express UK Asset Resolution 79 0 72 1 6 0 0
National House-Building Council No Group 204 0 0 204 0 0 0
Nemo Personal Finance Limited Principality 34 23 0 0 11 0 0
NEO Media Solutions Limited No Group 58 58 0 0 0 0 0
Northern Rock (Asset Management) plc UK Asset Resolution 1329 34 493 5 789 0 8
Nottingham Building Society No Group 62 4 2 1 55 0 0
Ocean Finance and Mortgages Limited No Group 72 2 0 0 70 0 0
Octagon Insurance Company Limited No Group 73 0 0 73 0 0 0
PayPal Sarl & Cie, SCA No Group 70 70 0 0 0 0 0
Pendragon Finance and Insurance Services Limited No Group 48 1 0 6 41 0 0
Pinnacle Insurance Plc Cardiff Pinnacle 471 0 0 79 392 0 0
Platform Home Loans Ltd CO-OP 37 0 32 1 4 0 0
Principality Building Society Principality 110 3 5 3 97 0 2
Progressive Credit Limited No Group 304 83 0 3 218 0 0
Provident Personal Credit Limited No Group 56 56 0 0 0 0 0
PTI Insurance Company Limited No Group 45 0 0 45 0 0 0
R. Raphael & Sons Plc No Group 118 112 0 0 6 0 0
RCI Financial Services Limited No Group 37 32 0 0 5 0 0
Red Sands Insurance Company (Europe) Limited No Group 85 0 0 85 0 0 0
Royal & Sun Alliance Insurance Plc Royal & Sun Alliance 484 1 0 435 48 0 0
Sabre Insurance Company Limited No Group 45 0 0 45 0 0 0
Sainsbury's Bank Plc Sainsburys Bank 33 33 0 0 0 0 0
Santander Cards UK Limited Santander UK 859 259 0 3 597 0 0
Santander Consumer (UK) Plc Santander UK 152 94 0 0 58 0 0
Southern Pacific Mortgage Limited No Group 65 4 38 0 23 0 0
St Andrew's Insurance plc Lloyds 782 0 0 120 662 0 0
Sterling Insurance Company Limited No Group 42 0 0 19 23 0 0
Stonebridge International Insurance Ltd Aegon Group 37 0 0 33 1 0 3
Swinton Group Ltd No Group 196 0 0 190 5 0 1
Sygma Banque No Group 39 26 0 0 13 0 0
Tesco Personal Finance PLC Tesco Personal Finance 1707 312 3 65 1327 0 0
Tesco Underwriting Limited Ageas Insurance Limited 147 0 0 147 0 0 0
The Funding Corporation Limited No Group 64 4 0 1 59 0 0
The Governor and Company of the Bank of Ireland Bank of Ireland 114 4 83 1 22 0 4
The Mortgage Business Plc Lloyds 41 0 36 0 5 0 0
The Mortgage Matters Partnership No Group 80 0 8 0 72 0 0
The Mortgage Works (UK) Plc Nationwide 59 0 43 0 16 0 0
The National Farmers' Union Mutual Insurance Society Limited National Farmers Union Mutual Society Limited 112 0 0 109 0 0 3
The Society of Lloyd's No Group 341 0 0 138 203 0 0
Towergate Underwriting Group Limited No Group 33 0 0 27 6 0 0
UK Car Group Limited No Group 159 7 0 8 144 0 0
UK General Insurance (Ireland) Limited No Group 34 0 0 34 0 0 0
Union Reiseversicherung AG No Group 35 0 0 35 0 0 0
Unum Ltd Unum Limited 65 0 0 65 0 0 0
Vanquis Bank Limited No Group 436 436 0 0 0 0 0
Volkswagen Financial Services (UK) Limited No Group 98 76 0 6 16 0 0
WDFC UK Limited No Group 90 90 0 0 0 0 0
Welcome Financial Services Limited No Group 1010 189 0 75 746 0 0
WorldPay (UK) Limited No Group 59 59 0 0 0 0 0
Zenith Insurance plc No Group 65 0 0 65 0 0 0
Zurich Insurance PLC Zurich 174 0 0 173 1 0 0

*includes HFC Bank Limited for the HSBC data

This table shows the number of new cases received by the ombudsman service in the six-month period from 1 July to 31 December 2013 – 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.