complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 1 Jul to 31 Dec 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 1 Jul to 31 Dec 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 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
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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 135 0 0 12 0 4 119
ACE European Group Limited No Group 46 0 0 45 0 0 1
Acromas Insurance Company Limited No Group 154 0 0 154 0 0 0
Admiral Insurance Company Limited Admiral Group 359 0 0 359 0 0 0
Advantage Insurance Company Limited No Group 183 0 0 183 0 0 0
Ageas Insurance Limited No Group 499 0 0 499 0 0 0
Ageas Retail Limited No Group 34 0 0 34 0 0 0
AIG Europe Limited No Group 50 0 0 48 2 0 0
Allianz Insurance Plc Allianz Insurance 1123 0 0 343 780 0 0
American Express Services Europe Limited No Group 341 106 0 7 228 0 0
Amtrust Europe Limited No Group 91 0 0 91 0 0 0
Amtrust International Underwriters Ltd No Group 34 0 0 32 2 0 0
Arnold Clark Automobiles Limited No Group 118 13 0 5 100 0 0
Assurant General Insurance Limited No Group 111 0 0 82 29 0 0
Automobile Association Insurance Services Limited No Group 103 0 0 103 0 0 0
Aviva Health UK Limited AVIVA 48 0 0 48 0 0 0
Aviva Insurance Limited AVIVA 917 0 0 472 442 0 3
Aviva Insurance Services UK Limited AVIVA 44 0 0 42 0 0 2
Aviva Life & Pensions UK Limited AVIVA 241 0 0 27 0 10 204
AXA Insurance UK Plc AXA 441 0 0 429 12 0 0
AXA PPP Healthcare Limited AXA 94 0 0 94 0 0 0
Be Wiser Insurance Services Ltd No Group 47 0 0 47 0 0 0
BISL Limited No Group 87 0 0 87 0 0 0
BMW Financial Services (GB) Limited No Group 111 106 0 3 2 0 0
Brightside Insurance Services Limited No Group 43 0 0 43 0 0 0
British Gas Insurance Limited No Group 179 0 0 179 0 0 0
British Gas Services Limited No Group 76 0 0 76 0 0 0
BUPA Insurance Limited BUPA 118 0 0 118 0 0 0
Cabot Financial (Europe) Limited No Group 37 37 0 0 0 0 0
Canada Life Limited Canada Life 54 0 0 19 0 1 34
Canada Square Operations Limited Citibank 2486 13 0 7 2466 0 0
Capital One (Europe) plc No Group 5536 187 0 4 5345 0 0
Capquest Debt Recovery Limited No Group 37 37 0 0 0 0 0
Card Protection Plan Ltd No Group 38 0 0 37 0 1 0
Casheuronet UK LLC No Group 280 280 0 0 0 0 0
Caversham Finance Limited No Group 65 59 0 6 0 0 0
CIGNA Europe Insurance Company SA-NV No Group 44 0 0 32 12 0 0
CIS General Insurance Limited CO-OP 165 0 0 163 1 0 1
Citibank International Limited Citibank 46 42 0 0 2 2 0
Close Brothers Limited No Group 112 88 0 10 14 0 0
Clydesdale Financial Services Limited Barclays 459 443 0 0 16 0 0
Countrywide Assured Plc No Group 65 0 0 25 1 1 38
Covea Insurance plc No Group 126 0 0 126 0 0 0
Creation Consumer Finance Ltd No Group 166 130 0 2 33 1 0
Creation Financial Services Limited No Group 96 61 0 1 34 0 0
DAS Legal Expenses Insurance Company Limited No Group 82 0 0 82 0 0 0
DFS Trading Limited No Group 75 2 0 3 70 0 0
Domestic & General Insurance Plc Domestic & General 55 0 0 55 0 0 0
Elite Insurance Company Limited No Group 53 0 0 53 0 0 0
Enterprise Insurance Company plc No Group 76 0 0 76 0 0 0
Equifax Limited No Group 46 46 0 0 0 0 0
Equiniti Financial Services Limited No Group 72 0 0 0 0 70 2
Erudio Student Loans Limited No Group 93 93 0 0 0 0 0
esure Insurance Limited ESURE 174 0 0 174 0 0 0
Europa Group Limited No Group 31 0 0 31 0 0 0
Europaische Reiseversicherung AG No Group 85 0 0 85 0 0 0
Everyday Loans Limited No Group 58 6 0 2 50 0 0
Experian Limited No Group 89 87 0 1 0 1 0
Express Gifts Ltd No Group 67 45 0 1 21 0 0
FCA Automotive Services UK Ltd No Group 35 26 0 2 7 0 0
FCE Bank Plc No Group 41 41 0 0 0 0 0
Financial Insurance Company Limited No Group 4429 0 0 4 4424 0 1
First Central Insurance Management Ltd No Group 120 0 0 120 0 0 0
First Response Finance Ltd No Group 73 25 0 1 47 0 0
FirstRand Bank Limited No Group 211 206 0 1 4 0 0
Friends Life Services Limited Friends Provident 106 0 0 14 0 9 83
GMAC UK Plc No Group 60 56 0 1 3 0 0
Grattan Plc No Group 30 4 0 0 26 0 0
Great Lakes Reinsurance (UK) SE No Group 101 0 0 100 1 0 0
Gregory Pennington Limited No Group 64 57 0 0 7 0 0
Guardian Assurance Limited No Group 58 0 0 4 0 0 54
Halifax Share Dealing Limited Lloyds 43 0 0 0 0 42 1
Hargreaves Lansdown Asset Management Limited No Group 31 0 0 0 0 21 10
Harrington Brooks (Accountants) Limited No Group 38 38 0 0 0 0 0
Hastings Insurance Services Ltd No Group 62 0 0 62 0 0 0
HFC Bank Limited HSBC 673 11 0 3 659 0 0
Hitachi Capital (UK) Plc No Group 108 98 0 0 10 0 0
Home Retail Group Card Services Limited No Group 93 90 0 0 3 0 0
Home Retail Group Insurance Services Limited No Group 365 0 0 2 363 0 0
Homeserve Membership Limited No Group 103 0 0 103 0 0 0
HSBC Life (UK) Limited HSBC 32 1 0 17 5 0 9
IGO4 Limited No Group 46 0 0 46 0 0 0
Instant Cash Loans Limited No Group 95 95 0 0 0 0 0
Inter Partner Assistance SA No Group 303 0 0 303 0 0 0
Interactive Investor Trading Limited No Group 63 0 0 0 0 49 14
International Insurance Company of Hannover SE No Group 32 0 0 32 0 0 0
J D Williams & Company Limited No Group 95 49 0 1 45 0 0
John Lewis Financial Services Limited HSBC 37 37 0 0 0 0 0
Legal & General Insurance Limited Legal & General 243 0 0 208 35 0 0
Legal and General Assurance Society Limited Legal & General 233 0 0 91 0 17 125
Liverpool Victoria Friendly Society Limited Liverpool Victoria Group 41 1 0 12 14 2 12
Liverpool Victoria Insurance Company Limited Liverpool Victoria Group 305 0 0 303 1 0 1
Lloyds Bank General Insurance Limited Lloyds 131 0 0 114 17 0 0
London General Insurance Company Limited No Group 93 0 0 85 8 0 0
Lowell Financial Ltd No Group 33 33 0 0 0 0 0
Lowell Portfolio I Ltd No Group 39 39 0 0 0 0 0
Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. No Group 113 0 0 113 0 0 0
Markerstudy Insurance Company Limited No Group 82 0 0 82 0 0 0
Marks & Spencer Financial Services plc HSBC 613 76 0 13 523 1 0
MBNA Limited Bank of America Merrill Lynch Group 6772 268 0 25 6479 0 0
MEM Consumer Finance Limited No Group 47 47 0 0 0 0 0
Mercedes-Benz Financial Services UK Limited No Group 80 79 0 1 0 0 0
MKDP LLP No Group 46 46 0 0 0 0 0
National House-Building Council No Group 138 0 0 138 0 0 0
National Savings and Investments No Group 102 99 0 0 0 3 0
NewDay Ltd No Group 358 221 0 0 137 0 0
Octagon Insurance Company Limited No Group 55 0 0 55 0 0 0
One Call Insurance Services Limited No Group 86 0 0 86 0 0 0
One Insurance Limited No Group 39 0 0 39 0 0 0
PayPal Sarl & Cie, SCA No Group 128 128 0 0 0 0 0
PDL Finance Limited No Group 59 59 0 0 0 0 0
Pinnacle Insurance Plc Cardiff Pinnacle 363 0 0 94 269 0 0
Provident Personal Credit Limited No Group 120 120 0 0 0 0 0
PSA Finance UK Limited No Group 73 61 0 4 8 0 0
QBE Insurance (Europe) Limited No Group 59 0 0 59 0 0 0
R. Raphael & Sons Plc No Group 92 89 0 0 3 0 0
RAC Insurance Limited No Group 103 0 0 103 0 0 0
RAC Motoring Services No Group 73 0 0 73 0 0 0
RCI Financial Services Limited No Group 75 69 0 0 6 0 0
Red Sands Insurance Company (Europe) Limited No Group 95 0 0 94 1 0 0
Royal & Sun Alliance Insurance Plc RSA Insurance UK 455 1 0 432 22 0 0
Royal London (CIS) Limited Royal London Group 60 0 0 4 1 5 50
Sabre Insurance Company Limited No Group 41 0 0 41 0 0 0
Saga Services Limited No Group 42 0 0 42 0 0 0
Sainsbury's Bank Plc Sainsburys Bank 91 90 0 1 0 0 0
Santander Cards UK Limited Santander UK 155 7 0 1 147 0 0
Santander Consumer (UK) Plc Santander UK 137 110 0 1 26 0 0
Scottish Equitable Plc Aegon Group 89 0 0 20 0 3 66
Secure Trust Bank Plc No Group 78 54 0 1 23 0 0
Shawbrook Bank Limited No Group 57 52 0 0 5 0 0
Shop Direct Finance Company Limited No Group 647 263 0 1 383 0 0
Skyfire Insurance Company Limited No Group 44 0 0 44 0 0 0
Solid Forsakringar AB No Group 62 0 0 62 0 0 0
St Andrew's Insurance plc Lloyds 457 0 0 81 376 0 0
Sterling Insurance Company Limited No Group 39 0 0 20 19 0 0
Stonebridge International Insurance Ltd Aegon Group 152 0 0 149 2 0 1
Sun Life Assurance Company of Canada (U.K.) Limited No Group 158 0 0 9 0 7 142
SW Funding plc Lloyds 172 0 0 30 3 16 123
Swinton Group Ltd No Group 110 0 0 109 0 0 1
Sygma Banque No Group 44 32 0 0 12 0 0
TD Direct Investing (Europe) Limited No Group 30 0 0 0 0 30 0
Telefonica Insurance S.A. No Group 51 0 0 51 0 0 0
Tesco Underwriting Limited No Group 138 0 0 138 0 0 0
The Car Finance Company (2007) Ltd No Group 121 121 0 0 0 0 0
The National Farmers' Union Mutual Insurance Society Limited National Farmers Union Mutual Society Limited 95 0 0 92 0 1 2
The Royal London Mutual Insurance Society Limited Royal London Group 268 0 0 67 1 18 182
The Society of Lloyd's No Group 181 0 0 145 36 0 0
Towergate Underwriting Group Limited No Group 51 0 0 51 0 0 0
UK Insurance Limited Direct Line Group 1312 0 0 1290 21 1 0
Uncle Buck Payday Loans LLP No Group 40 40 0 0 0 0 0
Union Reiseversicherung AG No Group 56 0 0 56 0 0 0
Unum Ltd No Group 55 0 0 55 0 0 0
Vanquis Bank Limited No Group 393 393 0 0 0 0 0
Vitality Corporate Services Limited No Group 32 0 0 25 0 0 7
Vitality Health Limited No Group 39 0 0 39 0 0 0
Volkswagen Financial Services (UK) Limited No Group 181 166 0 3 11 1 0
Wage Day Advance Limited No Group 59 59 0 0 0 0 0
WDFC UK Limited No Group 269 269 0 0 0 0 0
WorldPay (UK) Limited No Group 78 77 0 1 0 0 0
Zenith Insurance plc No Group 166 0 0 166 0 0 0
Zurich Insurance PLC Zurich 144 0 0 142 1 1 0
Arrow Global Limited No Group 48 47 1 0 0 0 0
Black Horse Limited Lloyds 716 163 1 0 552 0 0
GE Money Consumer Lending Limited No Group 36 24 1 0 11 0 0
Loans.co.uk Ltd Bank of America Merrill Lynch Group 88 2 1 0 85 0 0
Metro Bank PLC No Group 53 51 1 0 0 0 1
Idem Capital Securities Limited No Group 33 31 2 0 0 0 0
Phoenix Life Assurance Limited Phoenix Group 135 0 2 17 1 5 110
ReAssure Limited ReAssure Company Limited 142 0 2 36 1 3 100
The Prudential Assurance Company Limited Prudential PLC 304 0 2 20 7 13 262
Friends Life Limited Friends Provident 252 0 3 71 1 14 163
Standard Life Assurance Limited Standard Life 114 0 3 9 0 11 91
CitiFinancial Europe Plc Citibank 276 17 4 4 251 0 0
Phoenix Life Limited Phoenix Group 272 0 4 28 0 11 229
St. James's Place Wealth Management Plc St James Place 61 0 4 7 0 24 26
Blemain Finance Limited No Group 51 46 5 0 0 0 0
Newcastle Building Society No Group 87 7 5 0 74 0 1
Positive Solutions (Financial Services) Limited No Group 37 0 5 2 2 13 15
Swift Advances Plc No Group 36 31 5 0 0 0 0
Northern Bank Limited No Group 215 54 6 3 142 7 3
Welcome Financial Services Limited No Group 424 72 6 7 339 0 0
Firstplus Financial Group Plc Barclays 117 66 7 0 44 0 0
AIB Group (UK) Plc No Group 133 36 9 5 76 6 1
Ulster Bank Ltd Royal Bank Of Scotland 268 228 9 1 26 2 2
Zurich Assurance Ltd Zurich 200 0 9 48 5 15 123
Sesame Limited Friends Provident 116 0 10 24 20 18 44
Tesco Personal Finance PLC Tesco Personal Finance 1066 268 13 43 742 0 0
West Bromwich Building Society West Bromwich Group 73 9 15 0 42 6 1
Skipton Building Society Skipton Group 104 12 23 2 67 0 0
Aviva Life Services UK Limited AVIVA 157 0 24 38 6 17 72
Coventry Building Society No Group 146 12 25 1 106 2 0
Openwork Limited Zurich 79 0 26 3 12 11 27
Kensington Mortgage Company Limited No Group 41 4 31 0 6 0 0
Southern Pacific Mortgage Limited No Group 50 10 31 2 7 0 0
Accord Mortgages Limited Yorkshire 34 0 34 0 0 0 0
Countrywide Principal Services Limited No Group 67 0 36 16 15 0 0
Paratus AMC Limited No Group 46 0 36 0 10 0 0
Leeds Building Society No Group 130 28 38 6 57 0 1
The Mortgage Works (UK) Plc Nationwide 49 2 44 0 3 0 0
Virgin Money plc Virgin Money 165 111 49 0 0 5 0
GE Money Home Lending Limited No Group 116 19 55 0 42 0 0
TSB Bank plc No Group 940 878 56 3 0 1 2
Bradford & Bingley Plc UK Asset Resolution 474 2 57 11 382 4 18
Connells Limited Skipton Group 100 0 58 6 36 0 0
Clydesdale Bank Plc National Australia Group 3473 726 62 24 2616 41 4
Bank of Ireland (UK) Plc Bank of Ireland 466 272 63 12 110 7 2
The Co-operative Bank Plc No Group 1091 481 72 8 517 8 5
Mortgage Express UK Asset Resolution 90 0 88 0 2 0 0
Yorkshire Building Society Yorkshire 800 44 91 8 625 23 9
Cheltenham & Gloucester plc Lloyds 673 4 100 10 558 0 1
Lloyds Bank PLC Lloyds 21304 5086 102 223 15550 233 110
The Royal Bank of Scotland Plc Royal Bank Of Scotland 5628 2562 152 60 2768 78 8
HSBC Bank plc HSBC 10997 3364 190 230 7014 143 56
National Westminster Bank Plc Royal Bank Of Scotland 9330 6537 241 83 2327 127 15
Nationwide Building Society Nationwide 3881 849 313 35 2614 41 29
NRAM plc UK Asset Resolution 740 40 344 4 347 0 5
Legal & General Partnership Services Limited Legal & General 434 0 408 12 14 0 0
Barclays Bank Plc Barclays 17781 7612 420 197 9296 183 73
Santander UK Plc Santander UK 5628 2199 512 133 2607 120 57
Bank of Scotland Plc Lloyds 22089 3580 638 210 17449 155 57

This table shows the number of new cases received by the ombudsman service in the six-month period from 1 Jul to 31 Dec 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.