complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 01 Jul to 31 Dec 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 £350,000.

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 Jul to 31 Dec 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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Zurich Insurance PLC No Group 124 0 0 124 0 0 0
Zurich Assurance Ltd No Group 159 3 5 44 1 23 83
Zenith Insurance plc No Group 145 0 0 145 0 0 0
Yorkshire Building Society YORKSHIRE 720 51 51 6 598 14 0
WorldPay (UK) Limited No Group 88 88 0 0 0 0 0
Wirecard Card Solutions Limited No Group 64 64 0 0 0 0 0
Western Circle Limited No Group 74 74 0 0 0 0 0
West Bromwich Building Society No Group 62 2 8 3 49 0 0
Welcome Financial Services Limited No Group 238 39 13 1 185 0 0
WDFC UK Limited No Group 2356 2356 0 0 0 0 0
Watford Insurance Company Europe Limited No Group 41 0 0 41 0 0 0
Volkswagen Financial Services (UK) Limited No Group 1044 1023 0 10 11 0 0
Vitality Health Limited No Group 66 0 0 63 0 0 3
Vitality Corporate Services Limited No Group 33 0 0 26 0 0 7
Virgin Money plc No Group 295 240 40 0 4 6 5
Virgin Media Mobile Finance Limited No Group 42 39 0 3 0 0 0
Vauxhall Finance plc No Group 86 73 0 0 13 0 0
Vanquis Bank Limited No Group 799 799 0 0 0 0 0
Unum Ltd No Group 66 0 0 66 0 0 0
Union Reiseversicherung AG No Group 215 0 0 215 0 0 0
Uncle Buck Finance LLP No Group 401 401 0 0 0 0 0
Ulster Bank Ltd THE ROYAL BANK OF SCOTLAND GROUP 155 102 15 2 32 3 1
UK Insurance Limited DIRECT LINE GROUP 1556 0 0 1553 3 0 0
TSB Bank plc No Group 5764 5547 196 7 2 12 0
Trusted Cash Limited No Group 84 84 0 0 0 0 0
The Society of Lloyd's No Group 286 0 0 281 5 0 0
The Royal London Mutual Insurance Society Limited ROYAL LONDON GROUP 245 0 0 69 1 48 127
The Royal Bank of Scotland Plc THE ROYAL BANK OF SCOTLAND GROUP 3286 1235 118 42 1823 47 21
The Prudential Assurance Company Limited PRUDENTIAL PLC 309 0 2 16 6 75 210
The National Farmers' Union Mutual Insurance Society Limited No Group 109 0 0 107 0 1 1
The Mortgage Works (UK) Plc NATIONWIDE 53 0 53 0 0 0 0
The Mortgage Business Plc LLOYDS 51 0 46 0 5 0 0
The Co-operative Bank Plc No Group 1043 324 49 6 656 7 1
Tesco Underwriting Limited AGEAS 96 0 0 96 0 0 0
Tesco Personal Finance PLC TESCO PERSONAL FINANCE 1346 551 4 69 722 0 0
Telefonica UK Limited No Group 51 47 0 3 0 1 0
Telefonica Insurance S.A. No Group 64 0 0 64 0 0 0
Swinton Group Ltd No Group 57 0 0 57 0 0 0
Sun Life Assurance Company of Canada (U.K.) Limited No Group 116 0 0 14 0 22 80
Studio Retail Limited No Group 224 160 0 3 61 0 0
Startline Motor Finance Limited No Group 67 67 0 0 0 0 0
Standard Life Assurance Limited STANDARD LIFE 72 0 0 8 0 11 53
St. James's Place Wealth Management Plc ST JAMES PLACE 69 0 5 6 0 29 29
St Andrew's Insurance plc LLOYDS 748 0 0 90 658 0 0
Southern Rock Insurance Company Limited No Group 77 0 0 77 0 0 0
Southern Pacific Mortgage Limited No Group 88 1 73 3 11 0 0
Skyfire Insurance Company Limited No Group 50 0 0 50 0 0 0
Skipton Building Society SKIPTON GROUP 144 26 21 2 80 14 1
Shop Direct Finance Company Limited No Group 1073 640 0 3 430 0 0
Shawbrook Bank Limited No Group 383 374 9 0 0 0 0
Sesame Limited AVIVA 95 0 22 21 8 19 25
Secure Trust Bank Plc No Group 125 116 0 0 9 0 0
Scottish Widows Limited LLOYDS 203 0 1 55 1 46 100
Scottish Equitable Plc AEGON GROUP 77 0 0 11 0 3 63
Santander UK Plc SANTANDER UK 6609 2458 450 91 3455 140 15
Santander Consumer (UK) Plc SANTANDER UK 195 173 0 1 21 0 0
Santander Cards UK Limited SANTANDER UK 680 2 0 0 678 0 0
Sainsbury's Bank Plc No Group 408 373 8 27 0 0 0
Saga Services Limited No Group 114 1 0 113 0 0 0
Royal & Sun Alliance Insurance Plc RSA INSURANCE UK 928 1 0 913 14 0 0
Revolut Limited No Group 144 144 0 0 0 0 0
Red Sands Insurance Company (Europe) Limited No Group 210 0 0 207 3 0 0
ReAssure Limited No Group 231 0 3 57 0 40 131
RCI Financial Services Limited No Group 124 118 0 0 6 0 0
RAC Motoring Services No Group 54 0 0 54 0 0 0
RAC Insurance Limited No Group 50 0 0 50 0 0 0
R. Raphael & Sons Plc No Group 52 43 0 1 8 0 0
QIC Europe Ltd No Group 46 0 0 46 0 0 0
PSA Finance UK Limited No Group 261 240 0 5 16 0 0
Provident Personal Credit Limited No Group 1480 1480 0 0 0 0 0
Principality Building Society No Group 39 4 15 1 16 3 0
Preferred Mortgages Limited No Group 57 0 52 2 3 0 0
Pinnacle Insurance Plc No Group 159 0 0 57 102 0 0
Phoenix Life Limited PHOENIX GROUP 273 1 7 32 0 43 190
Phoenix Life Assurance Limited PHOENIX GROUP 120 0 2 13 0 21 84
PDL Finance Limited No Group 798 798 0 0 0 0 0
PayPal Europe Sarl & Cie, SCA No Group 325 325 0 0 0 0 0
Openwork Limited No Group 55 0 18 11 6 4 16
OneSavings Bank Plc No Group 30 13 14 0 3 0 0
One Call Insurance Services Limited No Group 47 0 0 47 0 0 0
NRAM plc No Group 247 2 90 1 149 5 0
NRAM Limited UK ASSET RESOLUTION 155 9 130 2 10 3 1
Nottingham Building Society No Group 41 4 2 0 35 0 0
Northern Bank Limited No Group 143 35 2 7 99 0 0
Next Retail Limited No Group 44 44 0 0 0 0 0
NewDay Ltd No Group 638 569 0 1 68 0 0
Newcastle Building Society No Group 68 5 5 0 58 0 0
Nationwide Building Society NATIONWIDE 4989 1200 205 43 3491 43 7
National Westminster Bank Plc THE ROYAL BANK OF SCOTLAND GROUP 5454 3430 251 67 1616 78 12
National Savings and Investments No Group 116 116 0 0 0 0 0
National House-Building Council No Group 191 0 0 191 0 0 0
MYJAR Limited No Group 1225 1225 0 0 0 0 0
Mortgage Express UK ASSET RESOLUTION 65 4 59 0 2 0 0
Moneybarn No. 1 Limited No Group 184 183 0 1 0 0 0
Metro Bank PLC No Group 270 256 8 0 0 4 2
Mercedes-Benz Financial Services UK Limited No Group 217 215 0 1 1 0 0
MEM Consumer Finance Limited No Group 1362 1362 0 0 0 0 0
MCE Insurance Company Limited No Group 66 0 0 66 0 0 0
MBNA Limited LLOYDS 2374 366 0 7 2001 0 0
Marks & Spencer Financial Services plc HSBC (GS) 689 213 4 21 451 0 0
Markerstudy Insurance Company Limited No Group 82 0 0 82 0 0 0
Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. No Group 241 0 0 241 0 0 0
Madison CF UK Limited No Group 153 153 0 0 0 0 0
Lowell Financial Ltd No Group 79 79 0 0 0 0 0
Lloyds Bank PLC LLOYDS 15848 3687 185 175 11606 153 42
Lloyds Bank General Insurance Limited LLOYDS 283 0 0 282 1 0 0
Liverpool Victoria Insurance Company Limited LIVERPOOL VICTORIA GROUP 303 0 0 303 0 0 0
Liverpool Victoria Friendly Society Limited LIVERPOOL VICTORIA GROUP 65 2 1 28 9 7 18
Link Financial Outsourcing Limited No Group 98 96 2 0 0 0 0
Legal and General Assurance Society Limited LEGAL & GENERAL 279 0 0 168 0 28 83
Legal & General Partnership Services Limited LEGAL & GENERAL 187 0 54 48 73 1 11
Legal & General Insurance Limited LEGAL & GENERAL 487 0 0 434 53 0 0
Leeds Building Society No Group 161 11 45 2 98 5 0
LeasePlan UK Limited No Group 108 107 0 1 0 0 0
Kensington Mortgage Company Limited No Group 162 0 135 1 26 0 0
John Lewis Financial Services Limited HSBC (GS) 111 109 0 1 1 0 0
J D Williams & Company Limited No Group 245 179 0 3 63 0 0
Interactive Investor Services Limited No Group 100 3 0 0 0 73 24
Inter Partner Assistance SA No Group 288 0 0 288 0 0 0
Insurance Factory Ltd No Group 43 0 0 43 0 0 0
Instant Cash Loans Limited No Group 1848 1848 0 0 0 0 0
Indigo Michael Limited No Group 181 181 0 0 0 0 0
IGO4 Limited No Group 77 0 0 77 0 0 0
HSBC UK Bank Plc HSBC (GS) 6755 2776 202 174 3427 152 24
Home Retail Group Insurance Services Limited No Group 126 0 0 1 125 0 0
Home Retail Group Card Services Limited No Group 104 94 0 0 10 0 0
Hitachi Capital (UK) Plc No Group 310 298 0 0 12 0 0
HFC Bank Limited HSBC (GS) 546 5 1 1 539 0 0
Hastings Insurance Services Limited No Group 271 2 0 269 0 0 0
Hargreaves Lansdown Asset Management Limited No Group 63 3 0 1 0 40 19
Halifax Share Dealing Limited LLOYDS 45 1 0 0 0 44 0
Great Lakes Insurance SE No Group 227 0 0 226 1 0 0
Gefion Insurance A/S No Group 44 0 0 44 0 0 0
GE Money Consumer Lending Limited No Group 41 23 4 0 14 0 0
Gain Credit LLC No Group 3702 3702 0 0 0 0 0
FirstRand Bank Limited No Group 246 239 0 3 4 0 0
Firstplus Financial Group Plc BARCLAYS (GS) 64 2 20 0 42 0 0
First Response Finance Ltd No Group 56 43 0 2 11 0 0
First Rate Exchange Services Ltd No Group 37 37 0 0 0 0 0
First Central Insurance Management Ltd No Group 73 1 0 72 0 0 0
Financial Insurance Company Limited No Group 13818 1 0 8 13809 0 0
Financial Administration Services Limited No Group 42 0 0 0 0 38 4
Ferratum UK Ltd. No Group 151 151 0 0 0 0 0
FCE Bank Plc No Group 116 107 0 0 9 0 0
Express Finance (Bromley) Limited No Group 526 526 0 0 0 0 0
Experian Limited No Group 168 163 0 5 0 0 0
Europaische Reiseversicherung AG No Group 120 0 0 120 0 0 0
Europ Assistance S.A. No Group 76 0 0 76 0 0 0
EUI Limited ADMIRAL GROUP 67 0 0 67 0 0 0
esure Insurance Limited No Group 445 0 0 445 0 0 0
Equiniti Financial Services Limited No Group 47 1 0 0 0 44 2
Equifax Limited No Group 144 144 0 0 0 0 0
Elite Insurance Company Limited No Group 80 0 0 80 0 0 0
Elevate Credit International Limited No Group 2081 2081 0 0 0 0 0
Eldon Insurance Services Ltd No Group 74 0 0 74 0 0 0
Elderbridge Limited No Group 72 26 45 0 1 0 0
DSG Retail Limited No Group 58 16 0 40 2 0 0
Domestic & General Insurance Plc No Group 57 0 0 57 0 0 0
DJS (UK) Limited No Group 259 259 0 0 0 0 0
DFS Trading Limited No Group 75 3 0 1 71 0 0
DAS Legal Expenses Insurance Company Limited No Group 105 0 0 105 0 0 0
CURO TRANSATLANTIC LIMITED No Group 2048 2048 0 0 0 0 0
Creation Financial Services Limited No Group 204 128 0 3 72 0 1
Creation Consumer Finance Ltd No Group 242 216 0 2 24 0 0
Coventry Building Society No Group 140 15 11 2 112 0 0
Covea Insurance plc No Group 213 0 0 209 4 0 0
Countrywide Principal Services Limited No Group 84 0 37 15 31 0 1
Countrywide Assured Plc No Group 67 0 0 23 3 17 24
Connells Limited SKIPTON GROUP 82 0 33 8 40 1 0
Cofunds Limited AEGON GROUP 182 5 0 0 0 169 8
Clydesdale Financial Services Limited BARCLAYS (GS) 787 768 0 1 18 0 0
Clydesdale Bank Plc No Group 815 417 55 23 277 40 3
Close Brothers Limited No Group 211 166 0 30 14 0 1
Citifinancial Europe Limited No Group 76 1 1 2 71 0 1
CIS General Insurance Limited No Group 271 0 0 270 1 0 0
CIGNA Europe Insurance Company SA-NV No Group 48 0 0 43 5 0 0
Chubb European Group SE No Group 37 0 0 37 0 0 0
Caversham Finance Limited No Group 926 913 0 10 3 0 0
Casheuronet UK LLC No Group 5717 5717 0 0 0 0 0
Cash On Go Limited No Group 275 275 0 0 0 0 0
Capital One (Europe) plc No Group 4633 353 0 0 4280 0 0
Canada Square Operations Limited CITI - EMEA GROUP 3108 3 2 6 3097 0 0
Canada Life Limited No Group 52 0 0 14 0 9 29
Calpe Insurance Company Limited No Group 101 0 0 101 0 0 0
Cabot Credit Management Group Limited No Group 96 96 0 0 0 0 0
BUPA Insurance Limited BUPA 153 0 0 153 0 0 0
British Gas Services Limited No Group 133 2 0 131 0 0 0
British Gas Insurance Limited No Group 440 0 0 440 0 0 0
Bradford & Bingley Plc UK ASSET RESOLUTION 560 0 24 16 495 21 4
BMW Financial Services (GB) Limited No Group 381 371 0 2 8 0 0
Blue Motor Finance Ltd No Group 97 95 0 2 0 0 0
Blemain Finance Limited No Group 46 0 42 2 2 0 0
Black Horse Limited LLOYDS 695 336 8 3 348 0 0
BISL Limited No Group 102 0 0 102 0 0 0
Barclays Bank UK PLC BARCLAYS (GS) 12362 4312 468 154 7063 324 41
Barclays Bank Plc BARCLAYS (GS) 62 62 0 0 0 0 0
Bank of Scotland Plc LLOYDS 19538 2716 737 229 15705 130 21
Bank of Ireland (UK) Plc BANK OF IRELAND 329 195 61 2 58 11 2
AXA PPP Healthcare Limited AXA 194 0 0 193 0 0 1
AXA Insurance UK Plc AXA 831 0 0 825 5 1 0
AWP P&C SA No Group 47 0 0 47 0 0 0
Aviva Life & Pensions UK Limited AVIVA 745 1 43 175 1 144 381
Aviva Insurance Limited AVIVA 1409 0 0 1112 289 5 3
Avantcredit Of Uk, Llc No Group 78 78 0 0 0 0 0
Automobile Association Insurance Services Limited No Group 162 1 1 159 1 0 0
Assurant General Insurance Limited No Group 335 0 0 252 83 0 0
Arval UK Limited No Group 86 86 0 0 0 0 0
Arrow Global Limited No Group 58 43 15 0 0 0 0
Amtrust International Underwriters DAC No Group 63 0 0 63 0 0 0
Amtrust Europe Limited No Group 189 0 0 189 0 0 0
Amigo Loans Ltd No Group 231 231 0 0 0 0 0
American Express Services Europe Limited (AESEL) No Group 124 103 0 1 20 0 0
American Express Services Europe Limited No Group 498 136 0 3 359 0 0
Allianz Insurance Plc No Group 2607 0 0 374 2233 0 0
Alliance Trust Savings Limited No Group 30 0 0 0 0 18 12
AIB Group (UK) Plc No Group 54 13 5 6 29 1 0
Ageas Retail Limited AGEAS 55 0 0 55 0 0 0
Ageas Insurance Limited AGEAS 661 0 0 661 0 0 0
Advantage Insurance Company Limited No Group 395 0 0 395 0 0 0
Advantage Finance Ltd No Group 73 66 0 2 5 0 0
Advanced Payment Solutions Limited No Group 75 75 0 0 0 0 0
Admiral Insurance Company Limited ADMIRAL GROUP 795 0 0 795 0 0 0
Active Securities Limited No Group 760 760 0 0 0 0 0
Acromas Insurance Company Limited No Group 198 0 0 198 0 0 0
Abbey Life Assurance Company Limited No Group 104 0 1 14 0 11 78
AA Underwriting Insurance Company Limited No Group 68 0 0 68 0 0 0

This table shows the number of new cases received by the ombudsman service in the six-month period from 01 Jul to 31 Dec 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.