complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 01 July to 31 Dec 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 July to 31 Dec 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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Arrow Global Limited No Group 49 49 0 0 0 0 0
Black Horse Limited Lloyds 832 106 0 0 726 0 0
Cabot Financial (Europe) Limited No Group 34 34 0 0 0 0 0
Canada Square Operations Limited Citibank 1675 5 1 0 1669 0 0
Capital One Homeowner Loans Limited No Group 30 0 0 0 30 0 0
Casheuronet UK LLC No Group 66 66 0 0 0 0 0
CitiFinancial Europe Plc Citibank 137 11 1 0 125 0 0
Clydesdale Financial Services Limited Barclays 309 289 0 0 20 0 0
CT Capital PLC No Group 59 3 0 0 56 0 0
Cumberland Building Society No Group 48 6 3 0 37 0 2
Firstplus Financial Group Plc Barclays 157 61 7 0 89 0 0
GE Money Consumer Lending Limited No Group 50 25 0 0 25 0 0
GMAC UK Plc No Group 48 41 0 0 7 0 0
Halifax Insurance Ireland Ltd Lloyds 94 0 0 0 94 0 0
Halifax Share Dealing Limited Lloyds 32 0 0 0 0 32 0
Hargreaves Lansdown Asset Management Limited No Group 58 0 0 0 0 50 8
Hitachi Capital (UK) Plc No Group 64 61 0 0 2 1 0
Interactive Investor Trading Limited No Group 61 0 0 0 0 54 7
Loans.co.uk Ltd Bank of America Merrill Lynch Group 91 4 1 0 86 0 0
MEM Consumer Finance Limited No Group 39 39 0 0 0 0 0
Mercedes-Benz Financial Services UK Limited No Group 36 35 0 0 1 0 0
MKDP LLP No Group 78 78 0 0 0 0 0
Mortgage Express UK Asset Resolution 71 1 69 0 1 0 0
National Savings and Investments No Group 65 65 0 0 0 0 0
Nottingham Building Society No Group 31 3 6 0 22 0 0
PayPal Sarl & Cie, SCA No Group 86 86 0 0 0 0 0
Provident Personal Credit Limited No Group 66 66 0 0 0 0 0
R. Raphael & Sons Plc No Group 85 85 0 0 0 0 0
Sainsbury's Bank Plc Sainsburys Bank 57 57 0 0 0 0 0
Santander Consumer (UK) Plc Santander UK 114 78 0 0 36 0 0
Secret Eye Limited No Group 57 57 0 0 0 0 0
Secure Trust Bank Plc No Group 32 22 0 0 10 0 0
Southern Pacific Mortgage Limited No Group 42 4 31 0 7 0 0
Sygma Banque No Group 81 59 0 0 22 0 0
TD Direct Investing (Europe) Limited No Group 36 0 0 0 0 35 1
The Mortgage Business Plc Lloyds 53 2 51 0 0 0 0
The Mortgage Works (UK) Plc Nationwide 38 1 33 0 4 0 0
UK Car Group Limited No Group 31 1 0 0 30 0 0
Vanquis Bank Limited No Group 321 321 0 0 0 0 0
WDFC UK Limited No Group 139 139 0 0 0 0 0
WorldPay (UK) Limited No Group 59 59 0 0 0 0 0
AXA Wealth Services Limited AXA 55 0 0 1 0 48 6
Blemain Finance Limited No Group 50 43 2 1 4 0 0
Coventry Building Society No Group 91 5 16 1 68 0 1
Everyday Loans Limited No Group 73 8 0 1 64 0 0
Express Gifts Ltd No Group 78 29 0 1 48 0 0
Financial Insurance Company Limited No Group 3177 0 0 1 3176 0 0
FirstRand Bank Limited No Group 89 83 0 1 5 0 0
GE Money Home Lending Limited No Group 101 17 43 1 39 0 1
HFC Bank Limited HSBC 488 19 1 1 467 0 0
Home Retail Group Card Services Limited No Group 64 38 0 1 25 0 0
Home Retail Group Insurance Services Limited No Group 324 1 0 1 322 0 0
Kensington Mortgage Company Limited No Group 66 4 47 1 14 0 0
Newcastle Building Society No Group 83 9 7 1 66 0 0
NewDay Cards Ltd No Group 66 62 0 1 3 0 0
NewDay Ltd No Group 546 131 0 1 414 0 0
RCI Financial Services Limited No Group 63 56 0 1 6 0 0
The Mortgage Matters Partnership No Group 37 0 15 1 21 0 0
Virgin Money plc Virgin Money 96 27 60 1 0 7 1
AIB Group (UK) Plc No Group 220 47 5 2 165 1 0
Arnold Clark Automobiles Limited No Group 121 11 0 2 108 0 0
DFS Trading Limited No Group 73 0 0 2 71 0 0
Experian Limited No Group 53 51 0 2 0 0 0
First Response Finance Ltd No Group 71 14 0 2 55 0 0
Northern Bank Limited No Group 255 42 2 2 203 1 5
West Bromwich Building Society West Bromwich Group 98 3 21 2 64 4 4
ACF Car Finance Limited No Group 33 4 0 3 26 0 0
BMW Financial Services (GB) Limited No Group 70 62 0 3 5 0 0
Creation Consumer Finance Ltd No Group 140 107 0 3 30 0 0
Leeds Building Society No Group 162 18 33 3 103 5 0
Principality Building Society Principality 51 3 10 3 26 8 1
TSB Bank plc No Group 921 857 60 3 0 0 1
Welcome Financial Services Limited No Group 526 75 2 3 446 0 0
Banque PSA Finance No Group 57 40 0 4 13 0 0
Creation Financial Services Limited No Group 70 32 0 4 34 0 0
J D Williams & Company Limited No Group 93 53 0 4 36 0 0
Santander Cards UK Limited Santander UK 260 50 0 4 206 0 0
Shop Direct Finance Company Limited No Group 1031 337 0 4 690 0 0
Skipton Building Society Skipton Group 149 11 22 4 103 4 5
Ulster Bank Ltd Royal Bank Of Scotland 298 228 7 4 56 3 0
American Express Insurance Services Europe Limited No Group 74 0 0 5 69 0 0
Capital One (Europe) plc No Group 6498 203 1 5 6289 0 0
Close Brothers Limited No Group 32 21 0 5 6 0 0
Volkswagen Financial Services (UK) Limited No Group 134 101 0 5 28 0 0
American Express Services Europe Limited No Group 258 61 0 7 190 0 0
Bank of Ireland (UK) Plc Bank of Ireland 345 145 51 7 128 10 4
Connells Limited Skipton Group 92 0 53 7 32 0 0
Decidebloom Limited No Group 36 8 0 7 21 0 0
Guardian Assurance Limited No Group 44 0 0 7 0 0 37
Personal Touch Financial Services Ltd No Group 35 0 9 7 17 0 2
Abbey Life Assurance Company Limited No Group 146 0 0 8 0 3 135
Cheltenham & Gloucester plc Lloyds 613 3 177 8 424 0 1
NRAM plc UK Asset Resolution 626 45 291 8 274 1 7
St. James's Place Wealth Management Plc St James Place 47 0 6 8 4 17 12
Pendragon Finance and Insurance Services Limited No Group 30 3 0 9 18 0 0
Canada Life Limited Canada Life 40 0 0 10 0 3 27
Liverpool Victoria Friendly Society Limited Liverpool Victoria Group 53 2 0 11 16 2 22
Openwork Limited Zurich 82 1 23 12 18 11 17
Yorkshire Building Society Yorkshire 978 76 128 12 652 105 5
ITC Compliance Limited No Group 34 0 0 13 21 0 0
Scottish Equitable Plc Aegon Group 70 0 0 13 0 7 50
Sun Life Assurance Company of Canada (U.K.) Limited No Group 182 0 1 13 0 11 157
Paymentshield Ltd No Group 34 0 0 14 20 0 0
The Co-operative Bank Plc No Group 1274 354 90 15 792 14 9
The Royal Bank of Scotland Group Independent Financial Services Limited Royal Bank Of Scotland 44 1 0 15 0 7 21
Countrywide Principal Services Limited No Group 71 1 33 16 20 0 1
Royal London (CIS) Limited Royal London Group 138 0 0 17 2 19 100
Standard Life Assurance Limited Standard Life 112 0 0 17 2 6 87
Phoenix Life Assurance Limited Phoenix Group 104 0 1 19 0 4 80
Countrywide Assured Plc No Group 57 0 0 20 0 1 36
Bradford & Bingley Plc UK Asset Resolution 456 0 30 22 387 2 15
Sterling Insurance Company Limited No Group 31 0 0 22 9 0 0
Legal & General Partnership Services Limited Legal & General 453 0 396 24 33 0 0
Friends Life Services Limited Friends Provident 101 0 0 25 0 11 65
Marks & Spencer Financial Services plc HSBC 710 59 0 26 625 0 0
Sesame Limited Friends Provident 142 1 14 26 29 27 45
Phoenix Life Limited Phoenix Group 279 0 4 28 0 15 232
Amtrust International Underwriters Ltd No Group 37 0 0 30 7 0 0
The Prudential Assurance Company Limited Prudential PLC 336 0 3 30 12 11 280
Towergate Underwriting Group Limited No Group 30 0 0 30 0 0 0
Aviva Health UK Limited AVIVA 31 0 0 31 0 0 0
Clydesdale Bank Plc National Australia Group 2681 398 96 31 2131 16 9
One Call Insurance Services Limited No Group 31 0 0 31 0 0 0
First Central Insurance Services Limited No Group 32 0 0 32 0 0 0
AIG Europe Limited No Group 38 0 0 34 3 1 0
UK General Insurance (Ireland) Limited No Group 35 0 0 35 0 0 0
Scottish Widows plc Lloyds 146 1 0 36 0 8 101
Zurich Assurance Ltd Zurich 183 0 3 36 4 14 126
QBE Insurance (Europe) Limited No Group 37 0 0 37 0 0 0
Sabre Insurance Company Limited No Group 37 0 0 37 0 0 0
Aviva Life & Pensions UK Limited AVIVA 267 1 0 38 0 16 212
British Gas Services Limited No Group 43 4 0 39 0 0 0
Octagon Insurance Company Limited No Group 39 0 0 39 0 0 0
Saga Services Limited No Group 45 0 0 45 0 0 0
Friends Life Limited Friends Provident 201 1 1 47 1 11 140
Assurant General Insurance Limited No Group 68 0 0 48 20 0 0
One Insurance Limited No Group 48 0 0 48 0 0 0
Domestic & General Insurance Plc Domestic & General 51 0 0 50 1 0 0
Unum Ltd Unum Limited 51 0 0 51 0 0 0
Nationwide Building Society Nationwide 4117 675 288 52 3025 27 50
ReAssure Limited ReAssure Company Limited 163 0 2 52 1 0 108
International Insurance Company of Hannover SE No Group 53 0 0 53 0 0 0
Stonebridge International Insurance Ltd Aegon Group 55 0 0 55 0 0 0
Tesco Personal Finance PLC Tesco Personal Finance 1218 266 4 55 893 0 0
Aviva Life Services UK Limited AVIVA 188 0 20 60 6 33 69
Red Sands Insurance Company (Europe) Limited No Group 61 0 0 60 1 0 0
Homeserve Membership Limited No Group 61 0 0 61 0 0 0
Markerstudy Insurance Company Limited No Group 61 0 0 61 0 0 0
IGO4 Limited No Group 62 0 0 62 0 0 0
The Royal London Mutual Insurance Society Limited Royal London Group 211 1 0 62 0 5 143
The Royal Bank of Scotland Plc Royal Bank Of Scotland 5416 1448 157 64 3642 80 25
Pinnacle Insurance Plc Cardiff Pinnacle 312 0 0 65 247 0 0
RAC Insurance Limited No Group 65 0 0 65 0 0 0
RAC Motoring Services No Group 66 0 0 66 0 0 0
London General Insurance Company Limited No Group 79 0 0 69 10 0 0
BISL Limited No Group 74 1 0 72 1 0 0
ACE European Group Limited No Group 76 0 0 73 2 0 1
Amtrust Europe Limited No Group 78 0 0 76 2 0 0
AXA PPP Healthcare Limited AXA 84 0 0 84 0 0 0
DAS Legal Expenses Insurance Company Limited No Group 84 0 0 84 0 0 0
Great Lakes Reinsurance (UK) Plc No Group 87 0 0 85 2 0 0
The National Farmers' Union Mutual Insurance Society Limited National Farmers Union Mutual Society Limited 93 0 0 90 0 0 3
First Central Insurance Management Ltd No Group 93 0 0 93 0 0 0
National Westminster Bank Plc Royal Bank Of Scotland 7663 3960 287 99 3216 77 24
MBNA Limited Bank of America Merrill Lynch Group 4416 333 0 101 3982 0 0
Legal & General Assurance Society Limited Legal & General 283 0 0 102 0 20 161
St Andrew's Insurance plc Lloyds 500 0 0 103 396 0 1
Lloyds Bank General Insurance Limited Lloyds 154 0 0 107 47 0 0
Tesco Underwriting Limited Ageas 108 0 0 108 0 0 0
British Gas Insurance Limited No Group 114 0 0 114 0 0 0
Hastings Insurance Services Ltd No Group 116 1 0 115 0 0 0
Automobile Association Insurance Services Limited No Group 118 0 0 118 0 0 0
Zenith Insurance plc No Group 118 0 0 118 0 0 0
Covea Insurance plc No Group 119 0 0 119 0 0 0
The Society of Lloyd's No Group 223 0 0 126 96 0 1
BUPA Insurance Limited BUPA 132 0 0 132 0 0 0
Card Protection Plan Ltd No Group 133 0 0 133 0 0 0
National House-Building Council No Group 138 0 0 138 0 0 0
Santander UK Plc Santander UK 6296 1851 572 140 3575 77 81
Legal & General Insurance Limited Legal & General 193 0 0 154 39 0 0
Swinton Group Ltd No Group 154 0 0 154 0 0 0
Advantage Insurance Company Limited No Group 159 0 0 159 0 0 0
Acromas Insurance Company Limited No Group 162 0 0 162 0 0 0
Zurich Insurance PLC Zurich 165 0 0 162 2 0 1
Inter Partner Assistance SA No Group 181 0 0 181 0 0 0
esure Insurance Limited ESURE 184 0 0 184 0 0 0
CIS General Insurance Limited CO-OP 187 0 0 185 2 0 0
Bank of Scotland Plc Lloyds 19706 2553 1004 210 15732 100 107
Barclays Bank Plc Barclays 21078 4203 590 217 15768 175 125
Lloyds Bank PLC Lloyds 24245 3498 127 237 20145 133 105
Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. No Group 244 0 0 243 1 0 0
Allianz Insurance Plc Allianz Insurance 1008 0 0 271 736 1 0
Admiral Insurance Company Limited Admiral Group 276 0 0 276 0 0 0
Liverpool Victoria Insurance Company Limited Liverpool Victoria Group 281 0 0 280 1 0 0
Royal & Sun Alliance Insurance Plc RSA Insurance UK 444 0 0 422 21 0 1
Ageas Insurance Limited Ageas 471 0 0 452 19 0 0
HSBC Bank plc HSBC 11345 1904 179 486 8648 104 24
AXA Insurance UK Plc AXA 503 0 0 491 12 0 0
Aviva Insurance Limited AVIVA 1269 0 0 496 770 0 3
UK Insurance Limited Direct Line 1367 0 0 1312 55 0 0

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