complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 01 Jan to 30 Jun 2017. 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 Jan to 30 Jun 2017. 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
sort button
business group
sort button
total number of new cases received
sort button
number of new cases - by complaint category
banking and credit
sort button
mortgages and home finance
sort button
general insurance
(excluding PPI)
sort button
PPI
sort button
investments
sort button
life & pensions and decumulation
sort button
Active Securities Limited No Group 83 83 0 0 0 0 0
Advanced Payment Solutions Limited No Group 42 42 0 0 0 0 0
Aldermore Bank Plc No Group 40 15 24 0 0 1 0
Alliance Trust Savings Limited No Group 49 2 0 0 0 29 18
Amigo Loans Ltd No Group 74 74 0 0 0 0 0
Arrow Global Limited No Group 71 56 15 0 0 0 0
Blemain Finance Limited No Group 38 7 31 0 0 0 0
Cabot Financial (Europe) Limited No Group 41 40 1 0 0 0 0
Cash On Go Limited No Group 66 66 0 0 0 0 0
Casheuronet UK LLC No Group 1212 1212 0 0 0 0 0
Cfo Lending Limited No Group 37 37 0 0 0 0 0
Charter Court Financial Services Limited No Group 35 17 18 0 0 0 0
Coventry Building Society No Group 132 10 15 0 106 1 0
Creation Financial Services Limited No Group 116 90 0 0 26 0 0
CURO TRANSATLANTIC LIMITED No Group 307 307 0 0 0 0 0
Elderbridge Limited No Group 154 52 100 0 2 0 0
Elevate Credit International Limited No Group 279 279 0 0 0 0 0
Equiniti Financial Services Limited No Group 53 0 0 0 0 52 1
Erudio Student Loans Limited No Group 49 49 0 0 0 0 0
Express Finance (Bromley) Limited No Group 325 325 0 0 0 0 0
First Response Finance Ltd No Group 44 35 0 0 9 0 0
Firstplus Financial Group Plc BARCLAYS (GS) 67 6 31 0 30 0 0
Freemans Plc No Group 49 15 0 0 34 0 0
GE Money Home Lending Limited No Group 84 20 22 0 42 0 0
GMAC UK Plc No Group 92 84 0 0 8 0 0
Grattan Plc No Group 44 11 0 0 33 0 0
Halifax Share Dealing Limited LLOYDS 41 0 0 0 0 38 3
Hargreaves Lansdown Asset Management Limited No Group 50 0 0 0 0 30 20
Hitachi Capital (UK) Plc No Group 179 174 0 0 5 0 0
Home Retail Group Card Services Limited No Group 112 110 0 0 2 0 0
Home Retail Group Insurance Services Limited No Group 248 2 0 0 246 0 0
Instant Cash Loans Limited No Group 475 475 0 0 0 0 0
J.P. Morgan Europe Limited No Group 38 38 0 0 0 0 0
Kensington Mortgage Company Limited No Group 93 0 81 0 11 1 0
Leeds Building Society No Group 146 14 37 0 93 2 0
Lending Stream Llc No Group 366 366 0 0 0 0 0
Link Financial Outsourcing Limited No Group 79 78 1 0 0 0 0
Lowell Financial Ltd No Group 40 40 0 0 0 0 0
Lowell Portfolio I Ltd No Group 40 39 1 0 0 0 0
Madison CF UK Limited No Group 47 47 0 0 0 0 0
MEM Consumer Finance Limited No Group 565 565 0 0 0 0 0
Metro Bank PLC No Group 142 139 2 0 0 1 0
Moneybarn No. 1 Limited No Group 94 94 0 0 0 0 0
Mortgage Express UK ASSET RESOLUTION 97 0 95 0 2 0 0
MYJAR Limited No Group 203 203 0 0 0 0 0
National Savings and Investments No Group 79 79 0 0 0 0 0
Newcastle Building Society No Group 65 6 7 0 51 1 0
Next Retail Limited No Group 43 43 0 0 0 0 0
NRAM Limited No Group 38 1 32 0 5 0 0
OneSavings Bank Plc No Group 33 8 18 0 2 5 0
Paragon Finance Plc No Group 83 59 23 0 1 0 0
Paymentsense Limited No Group 57 57 0 0 0 0 0
PayPal Sarl & Cie, SCA No Group 271 271 0 0 0 0 0
PDL Finance Limited No Group 40 40 0 0 0 0 0
Pepper (UK) Limited No Group 69 6 63 0 0 0 0
Principality Building Society No Group 43 9 13 0 18 3 0
Provident Personal Credit Limited No Group 266 265 0 0 1 0 0
Shawbrook Bank Limited No Group 288 274 13 0 1 0 0
TD Direct Investing (Europe) Limited No Group 31 1 0 0 0 27 3
The Car Finance Company (2007) Ltd No Group 177 177 0 0 0 0 0
The Mortgage Works (UK) Plc NATIONWIDE 78 1 76 0 1 0 0
Think Money Limited No Group 41 41 0 0 0 0 0
Uncle Buck Finance LLP No Group 114 114 0 0 0 0 0
Vanquis Bank Limited No Group 390 390 0 0 0 0 0
Virgin Money plc No Group 146 103 34 0 1 8 0
WDFC UK Limited No Group 1434 1434 0 0 0 0 0
Western Union Payment Services Ireland Limited No Group 39 39 0 0 0 0 0
Wirecard Card Solutions Limited No Group 41 41 0 0 0 0 0
WorldPay (UK) Limited No Group 104 104 0 0 0 0 0
Ald Automotive Limited No Group 39 38 0 1 0 0 0
Creation Consumer Finance Ltd No Group 270 251 0 1 18 0 0
Equifax Limited No Group 87 86 0 1 0 0 0
Everyday Loans Limited No Group 46 14 0 1 29 0 2
Experian Limited No Group 202 200 0 1 0 1 0
Express Gifts Ltd No Group 182 159 0 1 22 0 0
FCA Automotive Services UK Ltd No Group 63 58 0 1 4 0 0
FCE Bank Plc No Group 96 95 0 1 0 0 0
J D Williams & Company Limited No Group 127 92 0 1 34 0 0
LeasePlan UK Limited No Group 56 55 0 1 0 0 0
Lex Autolease Limited No Group 36 35 0 1 0 0 0
Mercedes-Benz Financial Services UK Limited No Group 190 188 0 1 0 1 0
R. Raphael & Sons Plc No Group 108 101 0 1 6 0 0
Sainsbury's Bank Plc No Group 113 110 2 1 0 0 0
Santander Consumer (UK) Plc SANTANDER UK 146 126 6 1 11 2 0
Skipton Building Society SKIPTON GROUP 87 5 19 1 59 3 0
Startline Motor Finance Limited No Group 45 44 0 1 0 0 0
Ulster Bank Ltd THE ROYAL BANK OF SCOTLAND GROUP 149 119 11 1 13 2 3
Advantage Finance Ltd No Group 49 47 0 2 0 0 0
Black Horse Limited LLOYDS 596 274 13 2 307 0 0
BMW Financial Services (GB) Limited No Group 207 188 0 2 17 0 0
HFC Bank Limited HSBC (GS) 753 4 2 2 745 0 0
Northern Bank Limited No Group 148 33 7 2 104 2 0
NRAM plc UK ASSET RESOLUTION 428 21 222 2 179 3 1
RCI Financial Services Limited No Group 155 142 0 2 11 0 0
Secure Trust Bank Plc No Group 125 114 0 2 9 0 0
Arnold Clark Automobiles Limited No Group 107 31 0 3 73 0 0
AXA Wealth Limited PHOENIX GROUP 33 0 0 3 0 1 29
John Lewis Financial Services Limited HSBC (GS) 141 136 0 3 2 0 0
NewDay Ltd No Group 693 497 0 3 193 0 0
Welcome Financial Services Limited No Group 243 23 22 3 195 0 0
West Bromwich Building Society No Group 73 4 14 3 49 3 0
AIB Group (UK) Plc No Group 100 49 3 4 42 1 1
Bank of Ireland (UK) Plc BANK OF IRELAND 397 247 65 5 72 8 0
Canada Square Operations Limited CITI - EMEA GROUP 741 13 2 5 721 0 0
Capital One (Europe) plc No Group 7402 281 0 5 7116 0 0
Cheltenham & Gloucester plc LLOYDS 750 3 50 5 690 2 0
Clydesdale Financial Services Limited BARCLAYS (GS) 800 784 1 5 10 0 0
Financial Insurance Company Limited No Group 12044 0 0 5 12039 0 0
FirstRand Bank Limited No Group 262 244 0 6 12 0 0
Openwork Limited OPENWORK 61 1 20 6 6 10 18
Shop Direct Finance Company Limited No Group 1498 711 0 6 781 0 0
Telefonica UK Limited No Group 100 91 0 6 0 3 0
Volkswagen Financial Services (UK) Limited No Group 383 374 0 6 3 0 0
Connells Limited SKIPTON GROUP 82 0 47 7 27 1 0
American Express Services Europe Limited No Group 544 200 0 8 336 0 0
Friends Life and Pensions Limited AVIVA 45 0 0 8 0 5 32
PSA Finance UK Limited No Group 273 244 0 8 21 0 0
Standard Life Assurance Limited STANDARD LIFE 121 0 1 8 1 37 74
Yorkshire Building Society YORKSHIRE 605 48 53 8 487 7 2
Bradford & Bingley Plc UK ASSET RESOLUTION 400 0 32 9 340 19 0
Legal & General Partnership Services Limited LEGAL & GENERAL 113 0 40 9 61 0 3
TSB Bank plc No Group 1021 911 96 9 1 4 0
Old Mutual Wealth Life Assurance Limited OLD MUTUAL (SKANDIA) 41 0 0 10 0 11 20
St. James's Place Wealth Management Plc ST JAMES PLACE 71 0 4 10 0 36 21
Abbey Life Assurance Company Limited No Group 149 0 1 11 0 22 115
Sun Life Assurance Company of Canada (U.K.) Limited No Group 127 0 0 11 0 29 87
MBNA Limited BANK OF AMERICA MERRILL LYNCH GROUP 4368 367 0 12 3989 0 0
Scottish Equitable Plc AEGON GROUP 103 0 0 12 0 5 86
Caversham Finance Limited No Group 116 102 0 13 1 0 0
Marks & Spencer Financial Services plc HSBC (GS) 687 153 0 13 519 2 0
The Co-operative Bank Plc No Group 936 414 74 15 422 7 4
Friends Life Services Limited AVIVA 116 1 1 17 0 25 72
The Prudential Assurance Company Limited PRUDENTIAL PLC 358 2 1 17 12 65 261
Countrywide Assured Plc No Group 65 0 0 19 0 15 31
Sesame Limited AVIVA 100 0 10 19 14 27 30
Canada Life Limited No Group 55 0 0 20 0 9 26
Liverpool Victoria Friendly Society Limited LIVERPOOL VICTORIA GROUP 55 0 0 21 5 2 27
Close Brothers Limited No Group 169 131 0 27 11 0 0
Countrywide Principal Services Limited No Group 76 0 23 27 24 0 2
Phoenix Life Assurance Limited PHOENIX GROUP 117 0 0 27 0 21 69
CIGNA Europe Insurance Company SA-NV No Group 33 0 0 31 2 0 0
MCE Insurance Company Limited No Group 31 0 0 31 0 0 0
AIG Europe Limited No Group 32 0 0 32 0 0 0
Clydesdale Bank Plc No Group 1072 382 77 32 565 14 2
Autonet Insurance Services Limited No Group 34 0 0 34 0 0 0
Europa Group Limited No Group 34 0 0 34 0 0 0
Zurich Assurance Ltd No Group 169 1 0 37 3 32 96
Ageas Retail Limited AGEAS 38 0 0 38 0 0 0
Brightside Insurance Services Limited No Group 38 0 0 38 0 0 0
Card Protection Plan Ltd No Group 38 0 0 38 0 0 0
Endsleigh Insurance Services Ltd No Group 38 0 0 38 0 0 0
Qudos Insurance A/S No Group 38 0 0 38 0 0 0
ReAssure Limited No Group 140 1 2 38 1 29 69
Scottish Widows Limited LLOYDS 196 4 1 39 0 38 114
Unum Ltd No Group 39 0 0 39 0 0 0
DSG Retail Limited No Group 60 15 0 40 5 0 0
Aviva Life & Pensions UK Limited AVIVA 237 1 3 41 2 43 147
Hyperformance Ltd No Group 41 0 0 41 0 0 0
International Insurance Company of Hannover SE No Group 41 0 0 41 0 0 0
Nationwide Building Society NATIONWIDE 4777 1014 299 44 3364 53 3
Phoenix Life Limited PHOENIX GROUP 251 0 4 44 1 61 141
Skyfire Insurance Company Limited No Group 44 0 0 44 0 0 0
Sabre Insurance Company Limited No Group 46 0 0 46 0 0 0
Liberty Mutual Insurance Europe Limited No Group 48 0 0 48 0 0 0
Asurion Europe Limited No Group 49 0 0 49 0 0 0
RAC Motoring Services No Group 52 3 0 49 0 0 0
One Insurance Limited No Group 50 0 0 50 0 0 0
RAC Insurance Limited No Group 50 0 0 50 0 0 0
Stonebridge International Insurance Ltd No Group 55 0 0 52 0 0 3
The Royal Bank of Scotland Plc THE ROYAL BANK OF SCOTLAND GROUP 3326 1674 187 52 1361 43 9
Aviva Health UK Limited AVIVA 54 0 0 54 0 0 0
CHUBB European Group Limited No Group 54 0 0 54 0 0 0
Towergate Underwriting Group Limited No Group 54 0 0 54 0 0 0
Aviva Life Services UK Limited AVIVA 223 2 44 55 3 31 88
Horizon Insurance Company Limited No Group 55 0 0 55 0 0 0
Be Wiser Insurance Services Ltd No Group 56 0 0 56 0 0 0
Insure & Go Insurance Services Ltd No Group 56 0 0 56 0 0 0
Cigna Insurance Services (Europe) Limited No Group 59 0 0 58 1 0 0
EUI Limited ADMIRAL GROUP 61 0 0 61 0 0 0
Insurance Factory Ltd No Group 63 0 0 63 0 0 0
Amtrust International Underwriters DAC No Group 66 0 0 65 1 0 0
Tesco Personal Finance PLC TESCO PERSONAL FINANCE 1251 419 12 67 752 1 0
Friends Life Limited AVIVA 238 2 2 72 1 56 105
London General Insurance Company Limited No Group 76 0 0 72 4 0 0
Eldon Insurance Services Ltd No Group 76 0 0 76 0 0 0
Southern Rock Insurance Company Limited No Group 76 0 0 76 0 0 0
HCC International Insurance Company Plc No Group 77 0 0 77 0 0 0
One Call Insurance Services Limited No Group 77 0 0 77 0 0 0
The Royal London Mutual Insurance Society Limited ROYAL LONDON GROUP 272 1 0 77 3 56 135
Elite Insurance Company Limited No Group 79 0 0 79 0 0 0
Aviva Insurance Services UK Limited AVIVA 88 0 0 83 0 4 1
Markerstudy Insurance Company Limited No Group 85 0 0 85 0 0 0
Calpe Insurance Company Limited No Group 87 0 0 87 0 0 0
Domestic & General Insurance Plc No Group 90 0 0 88 2 0 0
Telefonica Insurance S.A. No Group 89 0 0 89 0 0 0
Vitality Health Limited No Group 97 1 0 95 0 0 1
St Andrew's Insurance plc LLOYDS 559 0 0 98 461 0 0
DAS Legal Expenses Insurance Company Limited No Group 106 0 0 106 0 0 0
IGO4 Limited No Group 106 0 0 106 0 0 0
Legal and General Assurance Society Limited LEGAL & GENERAL 246 0 1 107 4 60 74
Europaische Reiseversicherung AG No Group 110 0 0 110 0 0 0
National Westminster Bank Plc THE ROYAL BANK OF SCOTLAND GROUP 5929 4261 347 110 1110 83 18
Pinnacle Insurance Plc No Group 219 0 0 115 104 0 0
Saga Services Limited No Group 117 0 0 117 0 0 0
Santander UK Plc SANTANDER UK 6271 2966 736 118 2220 213 18
The National Farmers' Union Mutual Insurance Society Limited No Group 123 0 0 121 0 0 2
Tesco Underwriting Limited AGEAS 132 0 0 132 0 0 0
Swinton Group Ltd No Group 143 2 0 139 1 0 1
Lloyds Bank General Insurance Limited LLOYDS 154 0 0 141 13 0 0
Zurich Insurance PLC No Group 149 0 0 149 0 0 0
BISL Limited No Group 152 0 0 152 0 0 0
Amtrust Europe Limited No Group 156 1 0 155 0 0 0
AXA PPP Healthcare Limited AXA 169 0 0 169 0 0 0
Red Sands Insurance Company (Europe) Limited No Group 174 0 0 174 0 0 0
BUPA Insurance Limited BUPA 177 0 0 177 0 0 0
Covea Insurance plc No Group 191 0 0 184 7 0 0
Union Reiseversicherung AG No Group 191 0 0 191 0 0 0
First Central Insurance Management Ltd No Group 197 1 0 196 0 0 0
Zenith Insurance plc No Group 204 0 0 204 0 0 0
Barclays Bank Plc BARCLAYS (GS) 15405 6192 482 210 8180 305 36
British Gas Services Limited No Group 215 4 0 210 0 1 0
HSBC Bank plc HSBC (GS) 9044 3258 243 215 5181 120 27
Bank of Scotland Plc LLOYDS 20541 2446 602 217 17080 170 26
National House-Building Council No Group 220 0 1 219 0 0 0
Automobile Association Insurance Services Limited No Group 224 0 0 224 0 0 0
CIS General Insurance Limited No Group 229 0 0 226 3 0 0
Acromas Insurance Company Limited No Group 228 0 0 228 0 0 0
Lloyds Bank PLC LLOYDS 18068 2621 112 230 14847 201 57
Advantage Insurance Company Limited No Group 247 0 0 247 0 0 0
Assurant General Insurance Limited No Group 261 2 0 247 12 0 0
Hastings Insurance Services Limited No Group 249 0 0 249 0 0 0
The Society of Lloyd's No Group 286 0 0 273 13 0 0
esure Insurance Limited No Group 304 0 0 304 0 0 0
Legal & General Insurance Limited LEGAL & GENERAL 344 0 0 304 37 1 2
Inter Partner Assistance SA No Group 305 0 0 305 0 0 0
Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. No Group 315 0 0 315 0 0 0
British Gas Insurance Limited No Group 326 0 0 326 0 0 0
Liverpool Victoria Insurance Company Limited LIVERPOOL VICTORIA GROUP 332 0 0 332 0 0 0
Allianz Insurance Plc No Group 1823 0 0 458 1365 0 0
Admiral Insurance Company Limited ADMIRAL GROUP 602 0 0 602 0 0 0
Royal & Sun Alliance Insurance Plc RSA INSURANCE UK 628 0 0 622 6 0 0
AXA Insurance UK Plc AXA 637 0 0 623 14 0 0
Ageas Insurance Limited AGEAS 776 0 0 773 3 0 0
Aviva Insurance Limited AVIVA 2300 0 0 1051 1242 4 3
UK Insurance Limited DIRECT LINE GROUP 1455 2 0 1447 6 0 0

This table shows the number of new cases received by the ombudsman service in the six-month period from 01 Jan to 30 Jun 2017 – 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.