complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 01 Jan to 30 Jun 2015. 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 2015. 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
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
Accord Mortgages Limited Yorkshire 45 0 45 0 0 0 0
ACE European Group Limited No Group 52 0 0 50 2 0 0
ACF Car Finance Limited No Group 39 0 0 2 37 0 0
Acromas Insurance Company Limited No Group 183 0 0 183 0 0 0
Admiral Insurance Company Limited Admiral Group 408 0 0 408 0 0 0
Advantage Insurance Company Limited No Group 218 0 0 218 0 0 0
Ageas Insurance Limited No Group 505 0 0 493 12 0 0
AIG Europe Limited No Group 44 0 0 44 0 0 0
Allianz Insurance Plc Allianz Insurance 1279 0 0 352 927 0 0
American Express Insurance Services Europe Limited No Group 54 2 0 4 48 0 0
American Express Services Europe Limited No Group 268 101 0 3 164 0 0
Amigo Loans Ltd No Group 32 32 0 0 0 0 0
Amtrust Europe Limited No Group 112 0 0 110 2 0 0
Amtrust International Underwriters Ltd No Group 43 0 0 38 5 0 0
Arnold Clark Automobiles Limited No Group 91 15 0 2 74 0 0
Arrow Global Limited No Group 75 75 0 0 0 0 0
Assurant General Insurance Limited No Group 103 0 0 82 21 0 0
Automobile Association Insurance Services Limited No Group 128 0 0 127 1 0 0
Aviva Health UK Limited AVIVA 51 0 0 51 0 0 0
Aviva Insurance Limited AVIVA 877 0 0 466 408 0 3
AXA Insurance UK Plc AXA 654 0 0 636 18 0 0
AXA PPP Healthcare Limited AXA 107 0 0 107 0 0 0
Banque PSA Finance No Group 67 58 0 0 9 0 0
Be Wiser Insurance Services Ltd No Group 43 0 0 43 0 0 0
BISL Limited No Group 83 0 0 83 0 0 0
Black Horse Limited Lloyds 749 138 1 3 607 0 0
Blemain Finance Limited No Group 70 67 1 0 2 0 0
BMW Financial Services (GB) Limited No Group 93 84 0 2 7 0 0
Brightside Insurance Services Limited No Group 40 0 0 40 0 0 0
BUPA Insurance Limited BUPA 150 0 0 150 0 0 0
Cabot Financial (Europe) Limited No Group 42 42 0 0 0 0 0
Caledonian Consumer Finance Ltd No Group 52 52 0 0 0 0 0
Canada Square Operations Limited Citibank 2488 18 0 1 2469 0 0
Capital One (Europe) plc No Group 6661 228 0 4 6429 0 0
Capital One Homeowner Loans Limited No Group 46 0 0 0 46 0 0
Capquest Debt Recovery Limited No Group 41 41 0 0 0 0 0
Casheuronet UK LLC No Group 115 115 0 0 0 0 0
Cheltenham & Gloucester plc Lloyds 521 4 148 11 358 0 0
CIS General Insurance Limited CO-OP 154 0 0 153 0 0 1
CitiFinancial Europe Plc Citibank 327 10 1 2 314 0 0
Close Brothers Limited No Group 72 53 0 9 10 0 0
Clydesdale Financial Services Limited Barclays 400 391 0 0 9 0 0
Connells Limited Skipton Group 96 0 63 8 25 0 0
Countrywide Principal Services Limited No Group 73 1 34 22 16 0 0
Covea Insurance plc No Group 116 0 0 116 0 0 0
Creation Consumer Finance Ltd No Group 182 158 0 3 21 0 0
Creation Financial Services Limited No Group 63 43 0 2 18 0 0
CT Capital PLC No Group 46 0 1 0 45 0 0
Cumberland Building Society No Group 40 1 1 0 35 0 3
DAS Legal Expenses Insurance Company Limited No Group 86 0 0 86 0 0 0
DFS Trading Limited No Group 58 3 0 1 54 0 0
Domestic & General Insurance Plc Domestic & General 59 0 0 59 0 0 0
Elite Insurance Company Limited No Group 81 0 0 81 0 0 0
Equifax Limited No Group 37 37 0 0 0 0 0
Erudio Student Loans Limited No Group 144 144 0 0 0 0 0
esure Insurance Limited ESURE 214 0 0 214 0 0 0
EUI Limited Admiral Group 44 0 0 44 0 0 0
Europaische Reiseversicherung AG No Group 59 0 0 59 0 0 0
Everyday Loans Limited No Group 78 3 0 4 71 0 0
Experian Limited No Group 75 75 0 0 0 0 0
Express Gifts Ltd No Group 78 45 0 3 30 0 0
FCA Automotive Services UK Ltd No Group 37 37 0 0 0 0 0
FCE Bank Plc No Group 42 38 0 3 1 0 0
Financial Insurance Company Limited No Group 3640 0 0 3 3637 0 0
First Central Insurance Management Ltd No Group 133 0 0 133 0 0 0
First Response Finance Ltd No Group 68 20 0 1 47 0 0
Firstplus Financial Group Plc Barclays 127 70 3 0 54 0 0
FirstRand Bank Limited No Group 147 145 0 0 2 0 0
GE Money Consumer Lending Limited No Group 69 42 1 0 26 0 0
GE Money Home Lending Limited No Group 113 13 59 0 41 0 0
GMAC UK Plc No Group 38 33 0 0 5 0 0
Great Lakes Reinsurance (UK) Plc No Group 118 0 0 118 0 0 0
Gregory Pennington Limited No Group 33 22 0 0 11 0 0
Guardian Assurance Limited No Group 55 0 0 3 0 0 52
Halifax Insurance Ireland Ltd Lloyds 66 0 0 2 64 0 0
Hastings Insurance Services Ltd No Group 76 0 0 76 0 0 0
HFC Bank Limited HSBC 511 7 0 2 502 0 0
Hitachi Capital (UK) Plc No Group 113 105 0 0 8 0 0
Home Retail Group Card Services Limited No Group 66 66 0 0 0 0 0
Home Retail Group Insurance Services Limited No Group 285 1 0 0 284 0 0
Homeserve Membership Limited No Group 67 0 0 67 0 0 0
IGO4 Limited No Group 56 0 0 56 0 0 0
Inter Partner Assistance SA No Group 321 0 0 321 0 0 0
International Insurance Company of Hannover SE No Group 52 0 0 52 0 0 0
J D Williams & Company Limited No Group 74 42 0 0 32 0 0
Kensington Mortgage Company Limited No Group 76 13 51 0 12 0 0
Legal & General Insurance Limited Legal & General 230 0 0 192 38 0 0
Legal & General Partnership Services Limited Legal & General 661 0 621 18 22 0 0
Liverpool Victoria Insurance Company Limited Liverpool Victoria Group 300 0 0 300 0 0 0
Lloyds Bank General Insurance Limited Lloyds 176 0 0 150 26 0 0
Loans Direct UK Limited No Group 84 84 0 0 0 0 0
Loans.co.uk Ltd Bank of America Merrill Lynch Group 83 6 0 0 77 0 0
London General Insurance Company Limited No Group 86 0 0 83 3 0 0
Lowell Financial Ltd No Group 52 52 0 0 0 0 0
Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. No Group 175 0 0 175 0 0 0
Markerstudy Insurance Company Limited No Group 90 0 0 90 0 0 0
Marks & Spencer Financial Services plc HSBC 704 72 0 16 616 0 0
MBNA Limited Bank of America Merrill Lynch Group 6472 327 0 36 6109 0 0
MEM Consumer Finance Limited No Group 50 50 0 0 0 0 0
Mercedes-Benz Financial Services UK Limited No Group 51 51 0 0 0 0 0
MKDP LLP No Group 89 89 0 0 0 0 0
Mortgage Express UK Asset Resolution 88 0 85 0 3 0 0
Motorfile Ltd No Group 39 2 0 37 0 0 0
National House-Building Council No Group 92 0 0 92 0 0 0
Newcastle Building Society No Group 93 14 6 2 70 0 1
NewDay Cards Ltd No Group 54 50 0 0 4 0 0
NewDay Ltd No Group 520 305 0 1 214 0 0
NRAM plc UK Asset Resolution 716 53 377 4 278 0 4
Octagon Insurance Company Limited No Group 53 0 0 53 0 0 0
One Call Insurance Services Limited No Group 49 0 0 49 0 0 0
One Insurance Limited No Group 40 0 0 40 0 0 0
PayPal Sarl & Cie, SCA No Group 103 103 0 0 0 0 0
Personal Touch Financial Services Ltd No Group 38 0 21 12 4 0 1
Pinnacle Insurance Plc Cardiff Pinnacle 358 0 0 90 268 0 0
Platform Home Loans Ltd CO-OP 37 0 33 1 3 0 0
Provident Personal Credit Limited No Group 114 114 0 0 0 0 0
QBE Insurance (Europe) Limited No Group 61 0 0 61 0 0 0
R. Raphael & Sons Plc No Group 93 89 0 0 4 0 0
RAC Insurance Limited No Group 95 0 0 95 0 0 0
RAC Motoring Services No Group 81 0 0 81 0 0 0
RCI Financial Services Limited No Group 57 51 0 1 5 0 0
Red Sands Insurance Company (Europe) Limited No Group 108 0 0 108 0 0 0
Royal & Sun Alliance Insurance Plc RSA Insurance UK 455 0 0 444 10 0 1
Saga Services Limited No Group 57 0 0 57 0 0 0
Sainsbury's Bank Plc Sainsburys Bank 80 77 1 0 2 0 0
Santander Cards UK Limited Santander UK 199 13 0 0 186 0 0
Secret Eye Limited No Group 64 64 0 0 0 0 0
Secure Trust Bank Plc No Group 59 44 0 1 14 0 0
SGE Loans Limited No Group 39 39 0 0 0 0 0
Shop Direct Finance Company Limited No Group 677 308 0 2 367 0 0
Skyfire Insurance Company Limited No Group 35 0 0 35 0 0 0
Solid Försäkringar AB No Group 40 0 0 40 0 0 0
Southern Pacific Mortgage Limited No Group 46 6 30 2 8 0 0
St Andrew's Insurance plc Lloyds 242 0 0 109 132 0 1
Stonebridge International Insurance Ltd Aegon Group 101 0 0 100 0 0 1
Swinton Group Ltd No Group 166 0 0 162 1 0 3
Sygma Banque No Group 95 78 0 0 17 0 0
Telefonica Insurance S.A. No Group 32 0 0 32 0 0 0
Tesco Personal Finance PLC Tesco Personal Finance 1283 436 10 59 778 0 0
Tesco Underwriting Limited No Group 149 0 0 149 0 0 0
The Car Finance Company (2007) Ltd No Group 68 68 0 0 0 0 0
The Mortgage Business Plc Lloyds 43 0 43 0 0 0 0
The Mortgage Works (UK) Plc Nationwide 55 0 54 1 0 0 0
The Society of Lloyd's No Group 201 0 0 135 66 0 0
Towergate Underwriting Group Limited No Group 35 0 0 35 0 0 0
TSB Bank plc No Group 1258 1169 84 2 0 0 3
UK Insurance Limited Direct Line 1598 0 0 1536 62 0 0
Union Reiseversicherung AG No Group 51 0 0 51 0 0 0
Unum Ltd No Group 74 0 0 74 0 0 0
Vanquis Bank Limited No Group 344 344 0 0 0 0 0
Vitality Corporate Services Limited Prudential PLC 34 0 0 29 0 0 5
Volkswagen Financial Services (UK) Limited No Group 176 143 0 5 28 0 0
Wage Day Advance Limited No Group 50 50 0 0 0 0 0
WDFC UK Limited No Group 361 361 0 0 0 0 0
Welcome Financial Services Limited No Group 449 89 0 3 357 0 0
WorldPay (UK) Limited No Group 94 94 0 0 0 0 0
Zenith Insurance plc No Group 164 0 0 164 0 0 0
Zurich Insurance PLC Zurich 161 0 0 158 3 0 0
British Gas Insurance Limited No Group 293 0 0 292 0 1 0
British Gas Services Limited No Group 126 5 0 120 0 1 0
Caversham Finance Limited No Group 41 36 0 4 0 1 0
Countrywide Assured Plc No Group 80 0 0 25 0 1 54
Coventry Building Society No Group 107 6 15 0 85 1 0
DSG Retail Limited No Group 57 4 0 52 0 1 0
First Complete Ltd No Group 45 0 23 9 6 1 6
Lowell Portfolio I Ltd No Group 35 34 0 0 0 1 0
Metro Bank PLC No Group 53 51 1 0 0 1 0
Santander Consumer (UK) Plc Santander UK 141 109 0 0 31 1 0
Scottish Equitable Plc Aegon Group 70 0 0 11 0 1 58
Skipton Building Society Skipton Group 107 7 26 3 66 1 4
Ulster Bank Ltd Royal Bank Of Scotland 301 248 12 0 37 1 3
Citibank International Limited Citibank 50 43 0 1 4 2 0
Northern Bank Limited No Group 204 61 3 1 134 2 3
The National Farmers' Union Mutual Insurance Society Limited National Farmers Union Mutual Society Limited 119 0 0 115 0 2 2
Leeds Building Society No Group 158 36 44 3 68 3 4
Virgin Money plc Virgin Money 132 60 65 1 2 3 1
Abbey Life Assurance Company Limited No Group 159 0 0 9 0 4 146
Canada Life Limited Canada Life 54 0 0 10 0 4 40
National Savings and Investments No Group 117 113 0 0 0 4 0
Bradford & Bingley Plc UK Asset Resolution 476 1 38 13 394 5 25
Phoenix Life Assurance Limited Phoenix Group 108 0 0 21 2 6 79
The Royal London Mutual Insurance Society Limited Royal London Group 221 0 0 61 2 6 152
AIB Group (UK) Plc No Group 174 60 9 6 92 7 0
Liverpool Victoria Friendly Society Limited Liverpool Victoria Group 54 0 0 18 10 7 19
Standard Life Assurance Limited Standard Life 162 0 0 19 1 7 135
ReAssure Limited ReAssure Company Limited 159 0 1 40 0 8 110
Principality Building Society Principality 53 4 20 3 17 9 0
Sun Life Assurance Company of Canada (U.K.) Limited No Group 206 0 0 19 0 9 178
West Bromwich Building Society West Bromwich Group 110 10 22 3 64 9 2
Aviva Life & Pensions UK Limited AVIVA 274 0 0 41 1 10 222
The Royal Bank of Scotland Group Independent Financial Services Limited Royal Bank Of Scotland 42 0 0 11 0 10 21
Scottish Widows plc Lloyds 138 0 1 41 1 11 84
Friends Life Services Limited Friends Provident 129 0 3 16 3 12 95
Friends Life Limited Friends Provident 251 0 0 65 1 13 172
Phoenix Life Limited Phoenix Group 302 0 2 38 0 14 248
The Co-operative Bank Plc No Group 1244 544 96 6 577 14 7
Bank of Ireland (UK) Plc Bank of Ireland 418 217 49 8 126 15 3
Positive Solutions (Financial Services) Limited No Group 51 0 7 6 5 18 15
Zurich Assurance Ltd Zurich 220 0 7 60 4 19 130
Legal & General Assurance Society Limited Legal & General 278 0 0 103 0 20 155
The Prudential Assurance Company Limited Prudential PLC 326 0 8 24 11 20 263
Openwork Limited Zurich 111 1 28 17 9 22 34
Royal London (CIS) Limited Royal London Group 153 0 0 20 2 25 106
St. James's Place Wealth Management Plc St James Place 70 0 10 10 1 25 24
Clydesdale Bank Plc National Australia Group 3748 880 107 29 2696 28 8
AXA Wealth Services Limited AXA 39 0 0 1 0 29 9
Aviva Life Services UK Limited AVIVA 206 0 34 44 4 32 92
Sesame Limited Friends Provident 172 0 14 20 20 38 80
Nationwide Building Society Nationwide 4227 891 396 60 2809 42 29
Hargreaves Lansdown Asset Management Limited No Group 60 0 0 0 0 51 9
Halifax Share Dealing Limited Lloyds 55 0 0 0 0 54 1
TD Direct Investing (Europe) Limited No Group 57 0 0 0 0 57 0
Interactive Investor Trading Limited No Group 76 0 0 0 0 69 7
Credit Suisse International No Group 93 7 0 0 0 86 0
The Royal Bank of Scotland Plc Royal Bank Of Scotland 6509 2843 189 55 3303 106 13
National Westminster Bank Plc Royal Bank Of Scotland 11549 8206 357 97 2745 120 24
Yorkshire Building Society Yorkshire 962 65 154 19 596 120 8
HSBC Bank plc HSBC 12792 3622 208 297 8474 139 52
Bank of Scotland Plc Lloyds 20288 3935 897 204 15002 152 98
Santander UK Plc Santander UK 7161 2724 708 125 3318 183 103
Barclays Bank Plc Barclays 20021 6736 597 215 12111 238 124
Lloyds Bank PLC Lloyds 19818 5737 101 236 13319 290 135

This table shows the number of new cases received by the ombudsman service in the six-month period from 01 Jan to 30 Jun 2015 – 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.