complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 1 Jul to 31 Dec 2016. 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 2016. 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.

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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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ACE European Group Limited No Group 75 0 0 75 0 0 0
Acromas Insurance Company Limited No Group 157 0 0 157 0 0 0
Active Securities Limited No Group 64 64 0 0 0 0 0
Admiral Insurance Company Limited ADMIRAL GROUP 648 1 0 647 0 0 0
Advantage Finance Ltd No Group 39 32 0 4 3 0 0
Advantage Insurance Company Limited No Group 317 0 0 317 0 0 0
Ageas Insurance Limited AGEAS 641 0 0 641 0 0 0
Allianz Insurance Plc No Group 1420 0 0 373 1047 0 0
American Express Services Europe Limited No Group 295 146 0 6 143 0 0
Amigo Loans Ltd No Group 69 69 0 0 0 0 0
Amtrust Europe Limited No Group 101 0 0 101 0 0 0
Amtrust International Underwriters DAC No Group 55 0 0 53 2 0 0
APS Financial Limited No Group 38 38 0 0 0 0 0
Arnold Clark Automobiles Limited No Group 82 18 0 7 57 0 0
Arrow Global Limited No Group 52 52 0 0 0 0 0
Assurant General Insurance Limited No Group 201 0 0 183 18 0 0
Automobile Association Insurance Services Limited No Group 137 1 0 136 0 0 0
Autonet Insurance Services Limited No Group 33 0 0 33 0 0 0
Aviva Health UK Limited AVIVA 67 0 0 67 0 0 0
AXA Insurance UK Plc AXA 569 0 0 561 8 0 0
AXA PPP Healthcare Limited AXA 132 0 0 132 0 0 0
Baines & Ernst Limited No Group 51 51 0 0 0 0 0
Be Wiser Insurance Services Ltd No Group 98 0 0 98 0 0 0
BISL Limited No Group 128 0 0 128 0 0 0
BMW Financial Services (GB) Limited No Group 160 156 0 4 0 0 0
Brightside Insurance Services Limited No Group 42 1 0 41 0 0 0
British Gas Insurance Limited No Group 194 0 0 194 0 0 0
British Gas Services Limited No Group 107 2 0 105 0 0 0
BUPA Insurance Limited BUPA 139 0 0 139 0 0 0
Cabot Financial (Europe) Limited No Group 80 80 0 0 0 0 0
Canada Life Limited No Group 57 0 0 23 0 8 26
Capital One (Europe) plc No Group 5534 207 0 4 5322 0 1
Cash On Go Limited No Group 104 104 0 0 0 0 0
Casheuronet UK LLC No Group 1187 1187 0 0 0 0 0
Caversham Finance Limited No Group 97 92 0 5 0 0 0
Cfo Lending Limited No Group 57 57 0 0 0 0 0
CIGNA Europe Insurance Company SA-NV No Group 39 0 0 36 3 0 0
Cigna Insurance Services (Europe) Limited No Group 40 0 0 38 2 0 0
CIS General Insurance Limited No Group 166 0 0 166 0 0 0
Close Brothers Limited No Group 129 101 0 17 9 2 0
Clydesdale Financial Services Limited BARCLAYS (GS) 456 452 0 0 4 0 0
Countrywide Assured Plc No Group 62 0 0 15 0 21 26
Covea Insurance plc No Group 164 0 0 151 12 0 1
Creation Consumer Finance Ltd No Group 159 147 0 0 12 0 0
Creation Financial Services Limited No Group 59 42 0 1 16 0 0
DAS Legal Expenses Insurance Company Limited No Group 89 0 0 89 0 0 0
DFS Trading Limited No Group 48 1 0 0 47 0 0
Domestic & General Insurance Plc No Group 101 0 0 100 1 0 0
Domestic & General Services Limited No Group 106 0 0 106 0 0 0
DSG Retail Limited No Group 39 4 0 35 0 0 0
Elevate Credit International Limited No Group 137 137 0 0 0 0 0
Elite Insurance Company Limited No Group 49 0 0 49 0 0 0
Endsleigh Insurance Services Ltd No Group 39 0 0 38 1 0 0
Equifax Limited No Group 78 78 0 0 0 0 0
Equiniti Financial Services Limited No Group 67 0 0 0 0 67 0
Erudio Student Loans Limited No Group 82 82 0 0 0 0 0
esure Insurance Limited No Group 231 0 0 231 0 0 0
EUI Limited ADMIRAL GROUP 49 0 0 49 0 0 0
Europaische Reiseversicherung AG No Group 96 0 0 96 0 0 0
Everyday Loans Limited No Group 52 9 0 2 41 0 0
Experian Limited No Group 113 112 0 1 0 0 0
Express Finance (Bromley) Limited No Group 354 354 0 0 0 0 0
Express Gifts Ltd No Group 135 95 0 0 40 0 0
FCA Automotive Services UK Ltd No Group 48 44 0 0 4 0 0
FCE Bank Plc No Group 82 78 0 3 1 0 0
Financial Administration Services Limited No Group 34 0 0 0 0 28 6
Financial Insurance Company Limited No Group 6741 0 0 5 6736 0 0
First Central Insurance Management Ltd No Group 149 1 0 148 0 0 0
First Response Finance Ltd No Group 73 49 0 2 22 0 0
FirstRand Bank Limited No Group 239 231 0 3 5 0 0
Friends Life and Pensions Limited FRIENDS PROVIDENT 54 1 0 5 0 5 43
GMAC UK Plc No Group 66 65 0 0 1 0 0
Great Lakes Reinsurance (UK) SE No Group 38 0 0 38 0 0 0
Halifax Share Dealing Limited LLOYDS 35 0 0 0 0 34 1
Harrington Brooks (Accountants) Limited No Group 120 120 0 0 0 0 0
Hastings Insurance Services Limited No Group 195 0 0 195 0 0 0
HCC International Insurance Company Plc No Group 80 0 0 80 0 0 0
Hitachi Capital (UK) Plc No Group 100 95 0 0 5 0 0
Home Retail Group Card Services Limited No Group 83 80 0 0 3 0 0
Home Retail Group Insurance Services Limited No Group 286 1 0 0 285 0 0
Horizon Insurance Company Limited No Group 72 0 0 72 0 0 0
IGO4 Limited No Group 63 0 0 63 0 0 0
Ikano Bank AB (publ) No Group 40 39 0 1 0 0 0
Indigo Michael Limited No Group 44 44 0 0 0 0 0
Instant Cash Loans Limited No Group 321 321 0 0 0 0 0
Insurance Factory Ltd No Group 43 0 0 43 0 0 0
Inter Partner Assistance SA No Group 350 1 0 349 0 0 0
International Insurance Company of Hannover SE No Group 31 0 0 31 0 0 0
J D Williams & Company Limited No Group 96 56 0 4 36 0 0
J.P. Morgan Europe Limited No Group 41 41 0 0 0 0 0
John Lewis Financial Services Limited HSBC (GS) 41 39 0 1 1 0 0
Legal & General Insurance Limited LEGAL & GENERAL 274 0 0 244 30 0 0
Legal and General Assurance Society Limited LEGAL & GENERAL 287 0 0 102 0 119 66
Lending Stream Llc No Group 341 341 0 0 0 0 0
Link Financial Outsourcing Limited No Group 53 53 0 0 0 0 0
Liverpool Victoria Insurance Company Limited LIVERPOOL VICTORIA GROUP 287 0 0 287 0 0 0
Lloyds Bank General Insurance Limited LLOYDS 178 0 0 154 24 0 0
Loans.co.uk Ltd BANK OF AMERICA MERRILL LYNCH GROUP 56 1 0 0 55 0 0
London General Insurance Company Limited No Group 61 0 0 58 3 0 0
Lowell Financial Ltd No Group 46 46 0 0 0 0 0
Lowell Portfolio I Ltd No Group 50 50 0 0 0 0 0
Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. No Group 270 0 0 270 0 0 0
Markerstudy Insurance Company Limited No Group 88 0 0 88 0 0 0
Marks & Spencer Financial Services plc HSBC (GS) 578 137 0 18 423 0 0
MBNA Limited BANK OF AMERICA MERRILL LYNCH GROUP 4078 291 0 15 3772 0 0
MCE Insurance Company Limited No Group 43 0 0 43 0 0 0
MEM Consumer Finance Limited No Group 587 587 0 0 0 0 0
Mercedes-Benz Financial Services UK Limited No Group 153 149 0 3 1 0 0
Moneybarn No. 1 Limited No Group 53 53 0 0 0 0 0
Moneyplus Group Limited No Group 35 35 0 0 0 0 0
MYJAR Limited No Group 71 71 0 0 0 0 0
National House-Building Council No Group 185 0 0 185 0 0 0
National Savings and Investments No Group 75 75 0 0 0 0 0
NewDay Ltd No Group 566 339 0 2 225 0 0
One Call Insurance Services Limited No Group 89 0 0 89 0 0 0
One Insurance Limited No Group 46 0 0 45 0 1 0
PayPal Sarl & Cie, SCA No Group 232 232 0 0 0 0 0
PDL Finance Limited No Group 67 67 0 0 0 0 0
Phoenix Life Assurance Limited PHOENIX GROUP 97 0 0 14 1 19 63
Pinnacle Insurance Plc No Group 337 0 0 174 162 0 1
PRA Group (UK) Limited No Group 36 34 0 2 0 0 0
Provident Personal Credit Limited No Group 273 272 0 0 1 0 0
PSA Finance UK Limited No Group 137 126 0 1 10 0 0
R. Raphael & Sons Plc No Group 115 111 0 0 4 0 0
RAC Insurance Limited No Group 74 0 0 74 0 0 0
RAC Motoring Services No Group 37 0 0 37 0 0 0
RCI Financial Services Limited No Group 121 116 0 0 5 0 0
ReAssure Life Limited No Group 61 0 0 6 0 17 38
Red Sands Insurance Company (Europe) Limited No Group 107 0 0 107 0 0 0
Robinson Way Limited No Group 39 39 0 0 0 0 0
Royal & Sun Alliance Insurance Plc RSA INSURANCE UK 696 0 0 695 1 0 0
Sabre Insurance Company Limited No Group 44 0 0 44 0 0 0
Saga Services Limited No Group 78 0 0 78 0 0 0
Santander Cards UK Limited SANTANDER UK 155 3 0 0 152 0 0
Santander Consumer (UK) Plc SANTANDER UK 116 110 0 0 6 0 0
Scottish Equitable Plc AEGON GROUP 108 0 0 10 0 4 94
Secure Trust Bank Plc No Group 110 94 0 2 14 0 0
Shop Direct Finance Company Limited No Group 1318 529 0 3 785 1 0
Skrill Limited No Group 31 31 0 0 0 0 0
Skyfire Insurance Company Limited No Group 76 0 0 76 0 0 0
Southern Rock Insurance Company Limited No Group 47 0 0 47 0 0 0
St Andrew's Insurance plc LLOYDS 634 0 0 89 544 1 0
Standard Life Assurance Limited STANDARD LIFE 121 0 0 11 2 45 63
Stonebridge International Insurance Ltd No Group 85 0 0 85 0 0 0
Sun Life Assurance Company of Canada (U.K.) Limited No Group 129 0 0 15 0 30 84
Swinton Group Ltd No Group 129 0 0 128 1 0 0
TD Direct Investing (Europe) Limited No Group 39 1 0 0 0 35 3
Telefonica Insurance S.A. No Group 49 0 0 49 0 0 0
Telefonica UK Limited No Group 48 39 0 8 0 1 0
Tesco Underwriting Limited AGEAS 125 0 0 125 0 0 0
The Car Finance Company (2007) Ltd No Group 157 157 0 0 0 0 0
The National Farmers' Union Mutual Insurance Society Limited No Group 77 0 0 72 0 2 3
The Royal London Mutual Insurance Society Limited ROYAL LONDON GROUP 304 2 0 63 0 92 147
The Society of Lloyd's No Group 244 0 0 197 47 0 0
Towergate Underwriting Group Limited No Group 49 0 0 49 0 0 0
UK Insurance Limited DIRECT LINE GROUP 1242 0 0 1233 9 0 0
Uncle Buck Finance LLP No Group 115 115 0 0 0 0 0
Union Reiseversicherung AG No Group 171 0 0 171 0 0 0
Unum Ltd No Group 66 0 0 66 0 0 0
Vanquis Bank Limited No Group 352 352 0 0 0 0 0
Vitality Health Limited No Group 55 0 0 55 0 0 0
Volkswagen Financial Services (UK) Limited No Group 297 284 0 3 10 0 0
Wage Day Advance Limited No Group 265 265 0 0 0 0 0
WDFC UK Limited No Group 1151 1151 0 0 0 0 0
Western Union Payment Services Ireland Limited No Group 39 39 0 0 0 0 0
WorldPay (UK) Limited No Group 58 58 0 0 0 0 0
Zenith Insurance plc No Group 173 0 0 173 0 0 0
Zurich Insurance PLC No Group 189 0 0 188 1 0 0
Abbey Life Assurance Company Limited No Group 126 0 1 9 0 20 96
Airdrie Savings Bank No Group 36 3 1 0 32 0 0
CitiFinancial Europe Plc No Group 39 4 1 2 32 0 0
Cumberland Building Society No Group 39 8 1 1 29 0 0
Friends Life Limited FRIENDS PROVIDENT 232 0 1 47 0 59 125
Friends Life Services Limited FRIENDS PROVIDENT 120 0 1 15 0 27 77
HFC Bank Limited HSBC (GS) 662 5 1 2 654 0 0
Liverpool Victoria Friendly Society Limited LIVERPOOL VICTORIA GROUP 50 0 1 17 10 5 17
Welcome Financial Services Limited No Group 288 45 1 1 241 0 0
Zurich Assurance Ltd No Group 188 1 1 48 2 42 94
Aviva Insurance Limited AVIVA 1752 0 2 728 1018 2 2
Aviva Life & Pensions UK Limited AVIVA 180 1 2 31 0 50 96
Black Horse Limited LLOYDS 586 282 2 2 300 0 0
Canada Square Operations Limited CITI - EMEA GROUP 743 5 2 11 724 1 0
Paragon Finance Plc No Group 49 45 2 0 2 0 0
Scottish Widows Limited LLOYDS 173 1 2 36 0 39 95
Blemain Finance Limited No Group 45 42 3 0 0 0 0
Metro Bank PLC No Group 122 118 3 0 0 1 0
ReAssure Limited No Group 122 0 3 23 1 21 74
Sainsbury's Bank Plc No Group 79 75 3 1 0 0 0
Firstplus Financial Group Plc BARCLAYS (GS) 76 42 5 0 29 0 0
Northern Bank Limited No Group 156 41 5 6 98 1 5
Phoenix Life Limited PHOENIX GROUP 310 0 5 36 2 86 181
Tesco Personal Finance PLC TESCO PERSONAL FINANCE 1153 307 5 60 780 1 0
The Prudential Assurance Company Limited PRUDENTIAL PLC 235 0 5 21 6 70 133
AIB Group (UK) Plc No Group 110 35 7 6 60 1 1
Shawbrook Bank Limited No Group 172 165 7 0 0 0 0
St. James's Place Wealth Management Plc ST JAMES PLACE 58 0 7 3 0 23 25
Elderbridge Limited No Group 73 64 9 0 0 0 0
Newcastle Building Society No Group 72 5 9 0 58 0 0
West Bromwich Building Society No Group 51 5 11 3 28 4 0
Coventry Building Society No Group 94 14 16 6 58 0 0
Principality Building Society No Group 36 1 16 1 15 3 0
Ulster Bank Ltd THE ROYAL BANK OF SCOTLAND GROUP 156 117 16 2 16 3 2
OneSavings Bank Plc No Group 50 23 17 0 9 1 0
Sesame Limited FRIENDS PROVIDENT 104 1 21 17 18 19 28
Openwork Limited OPENWORK 70 0 24 11 7 10 18
Skipton Building Society SKIPTON GROUP 104 19 26 3 53 3 0
GE Money Home Lending Limited No Group 111 39 27 0 45 0 0
Countrywide Principal Services Limited No Group 61 0 29 14 18 0 0
Southern Pacific Mortgage Limited No Group 42 4 31 2 5 0 0
Virgin Money plc VIRGIN MONEY 139 97 34 0 2 5 1
Bradford & Bingley Plc UK ASSET RESOLUTION 352 0 35 19 281 9 8
Aviva Life Services UK Limited AVIVA 240 1 42 58 7 43 89
Leeds Building Society No Group 151 7 44 2 97 1 0
Pepper (UK) Limited No Group 63 5 58 0 0 0 0
Yorkshire Building Society YORKSHIRE 642 33 59 11 523 15 1
Bank of Ireland (UK) Plc BANK OF IRELAND 442 282 60 1 92 5 2
Connells Limited SKIPTON GROUP 85 0 60 6 19 0 0
The Mortgage Works (UK) Plc NATIONWIDE 63 1 60 0 2 0 0
TSB Bank plc No Group 851 781 61 5 0 4 0
Clydesdale Bank Plc No Group 1073 516 64 23 438 29 3
The Co-operative Bank Plc No Group 770 331 67 4 357 8 3
Lloyds Bank PLC LLOYDS 18411 3257 70 157 14646 222 59
Legal & General Partnership Services Limited LEGAL & GENERAL 112 0 75 11 26 0 0
Kensington Mortgage Company Limited No Group 94 5 81 1 7 0 0
Cheltenham & Gloucester plc LLOYDS 1036 1 95 8 931 1 0
Mortgage Express UK ASSET RESOLUTION 108 1 104 0 3 0 0
The Royal Bank of Scotland Plc THE ROYAL BANK OF SCOTLAND GROUP 3157 1574 157 47 1317 56 6
HSBC Bank plc HSBC (GS) 8848 2478 221 269 5637 195 48
National Westminster Bank Plc THE ROYAL BANK OF SCOTLAND GROUP 5571 3955 263 81 1163 97 12
Nationwide Building Society NATIONWIDE 3689 877 278 45 2458 29 2
NRAM plc UK ASSET RESOLUTION 514 37 318 7 151 1 0
Barclays Bank Plc BARCLAYS (GS) 13379 5398 448 176 7044 265 48
Santander UK Plc SANTANDER UK 5204 2341 578 133 1850 288 14
Bank of Scotland Plc LLOYDS 19555 2544 620 228 15973 163 27

This table shows the number of new cases received by the ombudsman service in the six-month period from 1 Jul to 31 Dec 2016 – 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].

† From 1 July 2016 complaints about endowment products are included in the investment product grouping. This reflects changes made by the Financial Conduct Authority to how it publishes complaints data. Complaints data relating to previous six-monthly periods includes endowment products under the product group life & pensions and decumulation.

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.