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