complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 01 Jan to 30 Jun 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 Jan to 30 Jun 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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Abbey Life Assurance Company Limited No Group 173 0 0 12 1 6 154
ACE European Group Limited No Group 83 0 0 80 0 0 3
ACF Car Finance Limited No Group 72 4 0 3 65 0 0
Acromas Insurance Company Limited No Group 218 0 0 218 0 0 0
Admiral Insurance Company Limited Admiral Group 330 0 0 330 0 0 0
Advantage Insurance Company Limited No Group 175 0 0 175 0 0 0
Ageas Insurance Limited Ageas Insurance Limited 495 0 0 443 52 0 0
AIG Europe Limited No Group 64 0 0 37 27 0 0
Allianz Insurance Plc Allianz Insurance 1097 0 0 283 814 0 0
American Express Insurance Services Europe Limited No Group 50 0 0 8 42 0 0
American Express Services Europe Limited No Group 300 78 0 7 215 0 0
Amtrust Europe Limited No Group 71 0 0 67 4 0 0
Amtrust International Underwriters Ltd No Group 45 0 0 33 12 0 0
Anglian Windows Ltd No Group 35 2 0 0 32 0 1
Arnold Clark Automobiles Limited No Group 179 6 0 4 169 0 0
Assurant General Insurance Limited No Group 90 0 0 55 35 0 0
Automobile Association Insurance Services Limited No Group 115 0 0 114 1 0 0
Aviva Health UK Limited AVIVA 53 0 0 53 0 0 0
Aviva Insurance Limited AVIVA 1384 1 0 678 698 0 7
AXA Insurance UK Plc AXA 547 0 0 529 18 0 0
AXA PPP Healthcare Limited AXA 73 0 0 73 0 0 0
AXA Wealth Services Limited AXA 39 0 0 0 0 34 5
Banque PSA Finance No Group 70 43 0 3 24 0 0
Barclays Stockbrokers Limited Barclays 54 0 0 0 0 53 1
BISL Limited No Group 72 0 0 72 0 0 0
Black Horse Limited Lloyds 1484 135 0 7 1342 0 0
BMW Financial Services (GB) Limited No Group 78 67 0 3 8 0 0
Brightside Insurance Services Limited No Group 54 0 0 54 0 0 0
British Gas Insurance Limited No Group 245 0 0 245 0 0 0
BUPA Insurance Limited BUPA 153 0 0 153 0 0 0
Canada Square Operations Limited Citibank 1644 16 0 1 1626 0 1
Capital One (Europe) plc No Group 5303 249 0 2 5052 0 0
Card Protection Plan Ltd No Group 178 3 0 175 0 0 0
Casheuronet UK LLC No Group 44 44 0 0 0 0 0
CIS General Insurance Limited CO-OP 206 0 0 203 3 0 0
Close Brothers Limited No Group 43 26 0 4 13 0 0
Close Motor Finance Limited No Group 38 17 0 2 19 0 0
Countrywide Assured Plc No Group 65 0 0 18 0 0 47
Covea Insurance plc No Group 118 0 0 118 0 0 0
Creation Consumer Finance Ltd No Group 88 52 0 3 33 0 0
Creation Financial Services Limited No Group 118 74 0 3 41 0 0
DAS Legal Expenses Insurance Company Limited No Group 99 0 0 99 0 0 0
Decidebloom Limited No Group 37 8 0 4 25 0 0
DFS Trading Limited No Group 82 1 0 0 81 0 0
Direct Auto Finance Insurance Services Ltd No Group 40 0 0 2 38 0 0
Domestic & General Insurance Plc Domestic & General 92 0 0 92 0 0 0
esure Insurance Limited ESURE 169 0 0 169 0 0 0
Everyday Loans Limited No Group 112 6 0 1 105 0 0
Experian Limited No Group 34 34 0 0 0 0 0
Express Gifts Ltd No Group 54 15 0 0 39 0 0
FCE Bank Plc No Group 46 36 0 0 10 0 0
Financial Insurance Company Limited No Group 1360 0 0 2 1358 0 0
First Central Insurance Management Ltd No Group 64 0 0 64 0 0 0
First Central Insurance Services Limited No Group 39 0 0 39 0 0 0
First Response Finance Ltd No Group 142 12 0 3 127 0 0
FirstRand Bank Limited No Group 72 58 0 3 11 0 0
Ford Retail Limited No Group 33 0 0 0 33 0 0
Friends Life Limited Friends Provident 236 0 0 54 1 7 174
Friends Life Services Limited Friends Provident 134 0 0 23 4 15 92
GE Money Consumer Lending Limited No Group 73 42 0 0 31 0 0
GMAC UK Plc No Group 44 30 0 0 14 0 0
Great Lakes Reinsurance (UK) Plc No Group 101 0 0 101 0 0 0
Guardian Assurance Limited No Group 64 0 0 6 1 0 57
Halifax Insurance Ireland Ltd Lloyds 100 0 0 1 99 0 0
Halifax Share Dealing Limited Lloyds 42 0 0 0 0 42 0
Hargreaves Lansdown Asset Management Limited No Group 48 0 0 0 0 33 15
Hastings Insurance Services Ltd No Group 135 0 0 135 0 0 0
Hitachi Capital (UK) Plc No Group 71 61 0 0 10 0 0
Home Retail Group Card Services Limited No Group 35 35 0 0 0 0 0
Home Retail Group Insurance Services Limited No Group 389 0 0 1 388 0 0
Homecare Insurance Limited No Group 56 0 0 56 0 0 0
Homeserve Membership Limited No Group 107 0 0 107 0 0 0
ICICI Bank UK Plc No Group 32 28 0 0 0 4 0
IGO4 Limited No Group 46 0 0 46 0 0 0
Inter Partner Assistance SA No Group 277 0 0 277 0 0 0
Interactive Investor Trading Limited No Group 43 1 0 0 0 42 0
International Insurance Company of Hannover SE No Group 50 0 0 50 0 0 0
ITC Compliance Limited No Group 43 0 0 6 37 0 0
J D Williams & Company Limited No Group 117 49 0 2 66 0 0
Legal & General Assurance Society Limited Legal & General 309 0 0 113 0 21 175
Legal & General Insurance Limited Legal & General 235 0 0 143 92 0 0
Liverpool Victoria Friendly Society Limited Liverpool Victoria Group 58 1 0 12 18 4 23
Liverpool Victoria Insurance Company Limited Liverpool Victoria Group 298 0 0 297 0 0 1
Lloyds Bank General Insurance Limited Lloyds 209 0 0 135 74 0 0
Lloyds Bank Insurance Services Limited Lloyds 31 1 0 26 4 0 0
Loans.co.uk Ltd Bank of America Merrill Lynch Group 148 6 0 0 142 0 0
London General Insurance Company Limited No Group 83 0 0 60 23 0 0
Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. No Group 343 0 0 341 2 0 0
Markerstudy Insurance Company Limited No Group 60 0 0 60 0 0 0
Marks & Spencer Financial Services plc HSBC 812 87 0 23 702 0 0
MBNA Limited Bank of America Merrill Lynch Group 7832 450 0 72 7310 0 0
MKDP LLP No Group 54 54 0 0 0 0 0
National House-Building Council No Group 94 0 0 94 0 0 0
National Savings and Investments No Group 101 101 0 0 0 0 0
NatWest Stockbrokers Ltd Royal Bank Of Scotland 34 0 0 0 0 34 0
NewDay Ltd No Group 367 116 0 7 244 0 0
Octagon Insurance Company Limited No Group 63 0 0 63 0 0 0
PayPal Sarl & Cie, SCA No Group 107 107 0 0 0 0 0
Pendragon Finance and Insurance Services Limited No Group 39 6 0 9 24 0 0
Phoenix Life Assurance Limited Phoenix Group 137 0 0 24 1 3 109
Pinnacle Insurance Plc Cardiff Pinnacle 368 0 0 77 291 0 0
Provident Personal Credit Limited No Group 52 52 0 0 0 0 0
PTI Insurance Company Limited No Group 35 0 0 35 0 0 0
R. Raphael & Sons Plc No Group 67 62 0 0 5 0 0
RAC Insurance Limited No Group 56 0 0 56 0 0 0
RAC Motoring Services No Group 56 0 0 56 0 0 0
Red Sands Insurance Company (Europe) Limited No Group 85 0 0 85 0 0 0
Royal & Sun Alliance Insurance Plc RSA Insurance UK 500 0 0 462 36 0 2
Royal London (CIS) Limited Royal London Group 178 0 0 19 6 14 139
Sabre Insurance Company Limited No Group 30 0 0 30 0 0 0
Saga Services Limited No Group 62 0 0 62 0 0 0
Santander Cards UK Limited Santander UK 570 217 0 2 351 0 0
Santander Consumer (UK) Plc Santander UK 123 89 0 1 33 0 0
Scottish Equitable Plc Aegon Group 68 0 0 17 0 3 48
Scottish Widows plc Lloyds 133 0 0 32 2 17 82
Secret Eye Limited No Group 47 47 0 0 0 0 0
Secure Trust Bank Plc No Group 58 31 0 0 27 0 0
Shop Direct Finance Company Limited No Group 837 255 0 2 580 0 0
St Andrew's Insurance plc Lloyds 698 0 0 133 564 0 1
Sterling Insurance Company Limited No Group 30 0 0 16 14 0 0
Stonebridge International Insurance Ltd Aegon Group 36 0 0 35 1 0 0
Sun Life Assurance Company of Canada (U.K.) Limited No Group 207 0 0 16 0 5 186
Swinton Group Ltd No Group 210 0 0 209 1 0 0
Sygma Banque No Group 59 38 0 0 21 0 0
TD Direct Investing (Europe) Limited No Group 37 0 0 0 0 37 0
Tesco Underwriting Limited Ageas Insurance Limited 141 0 0 141 0 0 0
The Funding Corporation Limited No Group 41 5 0 0 36 0 0
The National Farmers' Union Mutual Insurance Society Limited National Farmers Union Mutual Society Limited 99 0 0 94 0 0 5
The Royal Bank of Scotland Group Independent Financial Services Limited Royal Bank Of Scotland 35 0 0 8 0 7 20
The Royal London Mutual Insurance Society Limited Royal London Group 272 0 0 64 4 7 197
The Society of Lloyd's No Group 331 0 0 161 170 0 0
Towergate Underwriting Group Limited No Group 33 0 0 30 3 0 0
UK Car Group Limited No Group 94 0 0 5 89 0 0
UK Insurance Limited Direct Line 1316 0 0 1244 72 0 0
Union Reiseversicherung AG No Group 50 0 0 50 0 0 0
Unum Ltd Unum Limited 57 0 0 57 0 0 0
Vanquis Bank Limited No Group 393 393 0 0 0 0 0
Volkswagen Financial Services (UK) Limited No Group 142 129 0 3 9 1 0
WDFC UK Limited No Group 147 147 0 0 0 0 0
Wesleyan Assurance Society No Group 35 0 0 16 1 3 15
WorldPay (UK) Limited No Group 57 57 0 0 0 0 0
Zenith Insurance plc No Group 122 0 0 122 0 0 0
Zurich Insurance PLC Zurich 187 0 0 187 0 0 0
Canada Life Limited Canada Life 62 0 1 9 0 3 49
Clydesdale Financial Services Limited Barclays 326 301 1 1 23 0 0
CT Capital PLC No Group 96 4 1 1 89 0 1
Firstplus Financial Group Plc Barclays 153 60 1 0 92 0 0
Sainsbury's Bank Plc Sainsburys Bank 45 41 1 2 1 0 0
Standard Life Assurance Limited Standard Life 152 0 1 16 2 8 125
Tesco Personal Finance PLC Tesco Personal Finance 1399 328 1 47 1023 0 0
Welcome Financial Services Limited No Group 808 109 1 61 637 0 0
Zurich Assurance Ltd Zurich 237 0 1 41 17 20 158
Aviva Life & Pensions UK Limited AVIVA 283 0 2 42 1 8 230
Blemain Finance Limited No Group 47 45 2 0 0 0 0
Citibank International plc Citibank 50 20 2 2 20 3 3
Cumberland Building Society No Group 51 5 2 2 34 0 8
Nottingham Building Society No Group 48 1 2 1 43 0 1
Phoenix Life Limited Phoenix Group 391 0 2 49 3 10 327
ReAssure Limited ReAssure Company Limited 181 0 2 51 0 3 125
CitiFinancial Europe Plc Citibank 236 24 3 7 200 0 2
Ocean Finance and Mortgages Limited No Group 36 4 3 0 29 0 0
The Prudential Assurance Company Limited Prudential PLC 401 0 3 38 9 21 330
St. James's Place Wealth Management Plc St James Place 77 0 4 12 8 28 25
Positive Solutions (Financial Services) Limited No Group 44 0 5 4 6 16 13
Principality Building Society Principality 55 10 5 0 40 0 0
Newcastle Building Society No Group 107 4 6 0 92 1 4
Northern Bank Limited No Group 335 36 7 3 286 1 2
Ulster Bank Ltd Royal Bank Of Scotland 302 179 7 1 107 8 0
Coventry Building Society No Group 106 1 9 2 94 0 0
Aviva Life Services UK Limited AVIVA 185 0 11 71 5 19 79
Personal Touch Financial Services Ltd No Group 55 0 11 12 26 6 0
AIB Group (UK) Plc No Group 324 41 13 1 263 3 3
Skipton Building Society Skipton Group 128 8 15 2 100 3 0
The Governor and Company of the Bank of Ireland Bank of Ireland 33 2 15 2 9 2 3
Sesame Limited Friends Provident 197 0 17 38 53 20 69
Openwork Limited Zurich 73 1 19 12 21 13 7
Platform Home Loans Ltd CO-OP 36 0 28 1 7 0 0
Leeds Building Society No Group 168 11 36 4 116 0 1
Virgin Money plc Virgin Money 65 22 38 0 0 4 1
West Bromwich Building Society West Bromwich Group 123 8 42 1 62 4 6
Southern Pacific Mortgage Limited No Group 64 6 43 0 15 0 0
The Mortgage Works (UK) Plc Nationwide 52 0 43 0 9 0 0
Bradford & Bingley Plc UK Asset Resolution 584 2 49 19 483 7 24
Bank of Ireland (UK) Plc Bank of Ireland 362 140 52 7 157 2 4
Countrywide Principal Services Limited No Group 111 1 53 26 31 0 0
The Mortgage Business Plc Lloyds 59 0 53 1 5 0 0
GE Money Home Lending Limited No Group 151 17 55 0 79 0 0
Connells Limited Skipton Group 119 0 58 8 53 0 0
Kensington Mortgage Company Limited No Group 93 12 66 0 15 0 0
Mortgage Express UK Asset Resolution 76 0 73 1 2 0 0
The Co-operative Bank Plc CO-OP 1665 399 85 13 1129 29 10
Yorkshire Building Society Yorkshire 823 67 89 12 632 9 14
Clydesdale Bank Plc National Australia Group 2666 470 115 29 2028 15 9
West Bromwich Mortgage Company Limited West Bromwich Group 142 0 140 0 2 0 0
The Royal Bank of Scotland Plc Royal Bank Of Scotland 6072 1183 161 67 4586 56 19
HSBC Bank plc HSBC 12429 1969 168 482 9682 92 36
Cheltenham & Gloucester plc Lloyds 726 3 169 10 539 1 4
Lloyds Bank PLC Lloyds 30768 3828 190 270 26209 139 132
National Westminster Bank Plc Royal Bank Of Scotland 7211 2953 248 108 3804 71 27
Nationwide Building Society Nationwide 4886 617 300 61 3841 36 31
NRAM plc UK Asset Resolution 886 49 372 6 450 1 8
Legal & General Partnership Services Limited Legal & General 539 0 447 20 72 0 0
Barclays Bank Plc Barclays 26955 3643 503 231 22316 138 124
Santander UK Plc Santander UK 7876 2135 753 203 4586 101 98
Bank of Scotland Plc Lloyds 27883 2281 1062 201 24134 86 119

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