complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 01 Jan to 30 Jun 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 01 Jan to 30 Jun 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.

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 145 0 0 5 0 4 136
ACE European Group Limited No Group 57 0 0 57 0 0 0
Acromas Insurance Company Limited No Group 177 0 0 177 0 0 0
Admiral Insurance Company Limited Admiral Group 484 0 0 484 0 0 0
Advantage Insurance Company Limited No Group 204 0 0 204 0 0 0
Ageas Insurance Limited No Group 593 0 0 593 0 0 0
AIG Europe Limited No Group 41 0 0 41 0 0 0
Allianz Insurance Plc Allianz Insurance 1556 0 0 373 1183 0 0
Amtrust Europe Limited No Group 120 0 0 120 0 0 0
Amtrust International Underwriters Ltd No Group 36 0 0 34 2 0 0
Assurant General Insurance Limited No Group 147 0 0 134 13 0 0
Automobile Association Insurance Services Limited No Group 114 0 0 114 0 0 0
Aviva Health UK Limited AVIVA 65 0 0 65 0 0 0
Aviva Insurance Limited AVIVA 1414 0 0 639 769 1 5
Aviva Life & Pensions UK Limited AVIVA 198 0 1 28 1 9 159
AXA Insurance UK Plc AXA 523 0 0 516 7 0 0
AXA PPP Healthcare Limited AXA 135 0 0 135 0 0 0
Be Wiser Insurance Services Ltd No Group 54 0 0 54 0 0 0
BISL Limited No Group 108 0 0 108 0 0 0
Brightside Insurance Services Limited No Group 54 0 0 54 0 0 0
British Gas Insurance Limited No Group 224 0 0 224 0 0 0
BUPA Insurance Limited BUPA 148 0 0 148 0 0 0
Canada Life Limited Canada Life 50 0 0 20 0 2 28
Catlin Insurance Company (UK) Ltd No Group 30 0 0 30 0 0 0
CIGNA Europe Insurance Company SA-NV No Group 58 0 0 55 3 0 0
Cigna Insurance Services (Europe) Limited No Group 39 0 0 34 5 0 0
CIS General Insurance Limited CO-OP 178 0 0 173 5 0 0
Connells Limited Skipton Group 121 0 75 14 31 0 1
Countrywide Assured Plc No Group 72 0 0 25 1 0 46
Countrywide Principal Services Limited No Group 83 0 42 21 19 0 1
Covea Insurance plc No Group 136 0 0 124 11 0 1
DAS Legal Expenses Insurance Company Limited No Group 83 0 0 83 0 0 0
Domestic & General Insurance Plc Domestic & General 94 0 0 92 2 0 0
Eldon Insurance Services Ltd No Group 39 0 0 39 0 0 0
Elite Insurance Company Limited No Group 68 0 0 68 0 0 0
Endsleigh Insurance Services Ltd Zurich 33 0 0 33 0 0 0
Equiniti Financial Services Limited No Group 50 0 0 0 0 50 0
esure Insurance Limited ESURE 231 0 0 231 0 0 0
EUI Limited Admiral Group 45 0 0 45 0 0 0
Europaische Reiseversicherung AG No Group 83 0 0 83 0 0 0
Financial Insurance Company Limited No Group 6612 0 0 1 6611 0 0
Friends Life Limited Friends Provident 205 0 1 43 0 10 151
Friends Life Services Limited Friends Provident 92 0 0 10 3 4 75
Great Lakes Reinsurance (UK) SE No Group 74 0 0 74 0 0 0
Hargreaves Lansdown Asset Management Limited No Group 33 0 0 0 0 22 11
Hastings Insurance Services Ltd No Group 93 0 0 93 0 0 0
Homeserve Membership Limited No Group 93 0 0 93 0 0 0
IGO4 Limited No Group 50 0 0 50 0 0 0
Insurance Factory Ltd No Group 32 0 0 32 0 0 0
Inter Partner Assistance SA No Group 397 0 0 397 0 0 0
Legal & General Insurance Limited Legal & General 266 0 0 223 43 0 0
Legal & General Partnership Services Limited Legal & General 128 0 86 19 23 0 0
Legal and General Assurance Society Limited Legal & General 250 0 0 117 0 34 99
Liverpool Victoria Insurance Company Limited Liverpool Victoria Group 313 0 0 312 0 0 1
Lloyds Bank General Insurance Limited Lloyds 208 0 0 160 48 0 0
London General Insurance Company Limited No Group 77 0 0 67 10 0 0
Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. No Group 143 0 0 143 0 0 0
Markerstudy Insurance Company Limited No Group 116 0 0 116 0 0 0
MCE Insurance Company Limited No Group 44 0 0 44 0 0 0
Mortgage Express UK Asset Resolution 102 0 101 0 1 0 0
National House-Building Council No Group 104 0 0 104 0 0 0
Octagon Insurance Company Limited No Group 59 0 0 59 0 0 0
One Call Insurance Services Limited No Group 124 0 0 124 0 0 0
One Insurance Limited No Group 63 0 0 63 0 0 0
Openwork Limited Zurich 80 0 15 12 19 12 22
Phoenix Life Assurance Limited Phoenix Group 97 0 2 20 0 4 71
Phoenix Life Limited Phoenix Group 236 0 2 35 0 11 188
Pinnacle Insurance Plc Cardiff Pinnacle 357 0 0 143 214 0 0
Positive Solutions (Financial Services) Limited No Group 34 0 1 7 2 14 10
RAC Insurance Limited No Group 87 0 0 87 0 0 0
RAC Motoring Services No Group 57 0 0 57 0 0 0
ReAssure Life Limited No Group 56 0 0 6 0 0 50
ReAssure Limited ReAssure Company Limited 113 0 2 27 0 2 82
Red Sands Insurance Company (Europe) Limited No Group 122 0 0 122 0 0 0
Royal & Sun Alliance Insurance Plc RSA Insurance UK 487 0 0 476 11 0 0
Sabre Insurance Company Limited No Group 48 0 0 48 0 0 0
Saga Services Limited No Group 55 0 0 55 0 0 0
Scottish Equitable Plc Aegon Group 71 0 0 10 0 0 61
Skyfire Insurance Company Limited No Group 76 0 0 76 0 0 0
Solid Försäkringar AB No Group 45 0 0 45 0 0 0
St Andrew's Insurance plc Lloyds 683 0 0 90 593 0 0
Standard Life Assurance Limited Standard Life 116 0 0 11 6 8 91
Stonebridge International Insurance Ltd Aegon Group 284 0 0 275 0 0 9
Sun Life Assurance Company of Canada (U.K.) Limited No Group 139 0 0 11 0 4 124
Swinton Group Ltd No Group 79 0 0 77 2 0 0
Telefonica Insurance S.A. No Group 49 0 0 49 0 0 0
Tesco Underwriting Limited No Group 139 0 0 139 0 0 0
The National Farmers' Union Mutual Insurance Society Limited National Farmers Union Mutual Society Limited 124 0 0 117 0 4 3
The Royal London Mutual Insurance Society Limited Royal London Group 263 0 0 54 5 11 193
The Society of Lloyd's No Group 204 0 0 141 63 0 0
Towergate Underwriting Group Limited No Group 45 0 0 45 0 0 0
UK Insurance Limited Direct Line Group 1330 0 0 1307 23 0 0
Union Reiseversicherung AG No Group 108 0 0 108 0 0 0
Unum Ltd No Group 61 0 0 61 0 0 0
Vitality Corporate Services Limited No Group 36 0 0 32 0 0 4
Vitality Health Limited No Group 55 0 0 55 0 0 0
Zenith Insurance plc No Group 169 0 0 169 0 0 0
Zurich Assurance Ltd Zurich 190 0 1 49 4 15 121
Zurich Insurance PLC Zurich 181 0 0 180 1 0 0
Aviva Life Services UK Limited AVIVA 223 1 37 66 2 19 98
CitiFinancial Europe Plc Citibank 108 1 2 1 103 0 1
First Central Insurance Management Ltd No Group 128 1 0 127 0 0 0
Liverpool Victoria Friendly Society Limited Liverpool Victoria Group 50 1 2 14 15 0 18
Scottish Widows Limited Lloyds 188 1 0 38 0 14 135
Sesame Limited Friends Provident 160 1 19 26 22 19 73
St. James's Place Wealth Management Plc St James Place 58 1 3 4 2 22 26
The Prudential Assurance Company Limited Prudential PLC 258 1 6 27 15 18 191
American Express Insurance Services Europe Limited No Group 31 2 0 3 26 0 0
Cumberland Building Society No Group 56 2 5 1 47 1 0
Southern Pacific Mortgage Limited No Group 45 2 32 1 10 0 0
Bradford & Bingley Plc UK Asset Resolution 401 3 29 16 334 3 16
British Gas Services Limited No Group 92 3 0 87 0 2 0
Loans.co.uk Ltd Bank of America Merrill Lynch Group 74 3 1 1 69 0 0
Principality Building Society Principality 33 3 5 2 21 2 0
DSG Retail Limited No Group 43 4 0 39 0 0 0
Home Retail Group Insurance Services Limited No Group 354 4 0 2 348 0 0
Newcastle Building Society No Group 77 4 4 1 65 1 2
Santander Cards UK Limited Santander UK 252 4 0 1 247 0 0
The Mortgage Works (UK) Plc Nationwide 74 4 67 0 2 1 0
Cheltenham & Gloucester plc Lloyds 1395 5 119 7 1263 0 1
Everyday Loans Limited No Group 59 5 0 5 49 0 0
Nottingham Building Society No Group 35 5 4 2 24 0 0
DFS Trading Limited No Group 79 6 0 2 71 0 0
HFC Bank Limited HSBC 1022 7 0 2 1013 0 0
Skipton Building Society Skipton Group 112 7 25 2 77 1 0
Leeds Building Society No Group 166 8 41 7 106 4 0
Arnold Clark Automobiles Limited No Group 73 10 0 3 60 0 0
Coventry Building Society No Group 119 10 18 1 89 1 0
West Bromwich Building Society West Bromwich Group 76 10 12 4 47 2 1
Canada Square Operations Limited Citibank 910 11 2 6 891 0 0
Kensington Mortgage Company Limited No Group 59 11 41 1 6 0 0
Pepper (UK) Limited No Group 63 11 52 0 0 0 0
OneSavings Bank Plc No Group 43 19 14 0 10 0 0
GE Money Home Lending Limited No Group 113 28 39 0 46 0 0
First Response Finance Ltd No Group 60 31 0 2 27 0 0
NRAM plc UK Asset Resolution 562 33 325 1 201 0 2
John Lewis Financial Services Limited HSBC 34 34 0 0 0 0 0
Capquest Debt Recovery Limited No Group 36 36 0 0 0 0 0
Pixie Loans Limited No Group 36 36 0 0 0 0 0
PRA Group (UK) Limited No Group 37 36 0 1 0 0 0
Yorkshire Building Society Yorkshire 804 36 69 19 664 12 4
Idem Capital Securities Limited No Group 39 37 2 0 0 0 0
Skrill Limited No Group 37 37 0 0 0 0 0
AIB Group (UK) Plc No Group 134 42 9 7 70 6 0
Arrow Global Limited No Group 45 44 1 0 0 0 0
Blemain Finance Limited No Group 47 44 3 0 0 0 0
FCA Automotive Services UK Ltd No Group 48 47 0 0 1 0 0
Lowell Portfolio I Ltd No Group 49 49 0 0 0 0 0
Welcome Financial Services Limited No Group 352 49 2 3 298 0 0
Amigo Loans Ltd No Group 53 52 0 0 1 0 0
Northern Bank Limited No Group 184 52 10 3 117 0 2
FCE Bank Plc No Group 59 58 0 0 1 0 0
GMAC UK Plc No Group 59 58 0 0 1 0 0
MYJAR Limited No Group 58 58 0 0 0 0 0
Equifax Limited No Group 62 62 0 0 0 0 0
Firstplus Financial Group Plc Barclays 105 62 8 0 35 0 0
PSA Finance UK Limited No Group 80 62 0 3 15 0 0
J D Williams & Company Limited No Group 105 64 0 3 38 0 0
R. Raphael & Sons Plc No Group 67 65 0 0 2 0 0
Cabot Financial (Europe) Limited No Group 66 66 0 0 0 0 0
Creation Financial Services Limited No Group 99 69 0 3 27 0 0
Lending Stream Limited No Group 69 69 0 0 0 0 0
Active Securities Limited No Group 73 73 0 0 0 0 0
Shawbrook Bank Limited No Group 77 74 3 0 0 0 0
Caversham Finance Limited No Group 87 82 0 5 0 0 0
Sainsbury's Bank Plc Sainsburys Bank 84 82 1 1 0 0 0
WorldPay (UK) Limited No Group 83 83 0 0 0 0 0
National Savings and Investments No Group 86 86 0 0 0 0 0
Metro Bank PLC No Group 91 88 2 0 1 0 0
Hitachi Capital (UK) Plc No Group 93 89 0 1 3 0 0
Secure Trust Bank Plc No Group 109 89 0 1 18 1 0
Uncle Buck Finance LLP No Group 89 89 0 0 0 0 0
Close Brothers Limited No Group 108 92 0 7 9 0 0
Home Retail Group Card Services Limited No Group 99 93 0 0 6 0 0
Express Gifts Ltd No Group 134 95 0 0 39 0 0
RCI Financial Services Limited No Group 104 96 0 1 7 0 0
BMW Financial Services(GB) Limited No Group 108 103 0 2 3 0 0
Marks & Spencer Financial Services plc HSBC 700 107 0 18 575 0 0
Erudio Student Loans Limited No Group 111 111 0 0 0 0 0
Experian Limited No Group 113 112 1 0 0 0 0
Santander Consumer (UK) Plc Santander UK 127 113 0 1 13 0 0
Lending Stream Llc No Group 119 119 0 0 0 0 0
The Car Finance Company (2007) Ltd No Group 119 119 0 0 0 0 0
Mercedes-Benz Financial Services UK Limited No Group 125 125 0 0 0 0 0
Creation Consumer Finance Ltd No Group 155 128 0 2 25 0 0
Elevate Credit International Limited No Group 131 131 0 0 0 0 0
Virgin Money plc Virgin Money 185 135 41 1 2 5 1
PDL Finance Limited No Group 136 136 0 0 0 0 0
American Express Services Europe Limited No Group 292 142 0 4 146 0 0
Ulster Bank Ltd Royal Bank Of Scotland 193 150 10 1 30 2 0
Wage Day Advance Limited No Group 157 157 0 0 0 0 0
Capital One (Europe) plc No Group 5073 173 0 5 4895 0 0
Cash On Go Limited No Group 175 175 0 0 0 0 0
PayPal Sarl & Cie, SCA No Group 175 175 0 0 0 0 0
Black Horse Limited Lloyds 664 202 2 3 457 0 0
Express Finance (Bromley) Limited No Group 205 205 0 0 0 0 0
FirstRand Bank Limited No Group 221 212 0 1 8 0 0
Tesco Personal Finance PLC Tesco Personal Finance 967 229 10 52 676 0 0
NewDay Ltd No Group 423 247 0 2 174 0 0
Provident Personal Credit Limited No Group 266 266 0 0 0 0 0
Instant Cash Loans Limited No Group 285 285 0 0 0 0 0
Bank of Ireland (UK) Plc Bank of Ireland 500 295 67 4 120 11 3
Volkswagen Financial Services (UK) Limited No Group 332 320 0 7 5 0 0
MBNA Limited Bank of America Merrill Lynch Group 5852 328 0 17 5507 0 0
Vanquis Bank Limited No Group 392 387 0 4 1 0 0
MEM Consumer Finance Limited No Group 399 399 0 0 0 0 0
Shop Direct Finance Company Limited No Group 999 425 0 1 573 0 0
The Co-operative Bank Plc No Group 925 434 59 9 414 5 4
Clydesdale Financial Services Limited Barclays 458 446 0 0 12 0 0
Clydesdale Bank Plc CYBG Plc 1849 693 65 34 1017 36 4
WDFC UK Limited No Group 821 821 0 0 0 0 0
TSB Bank plc No Group 902 841 59 1 0 0 1
Nationwide Building Society Nationwide 4300 979 433 50 2756 50 32
Casheuronet UK LLC No Group 1087 1087 0 0 0 0 0
Santander UK Plc Santander UK 5605 2209 563 158 2540 87 48
The Royal Bank of Scotland Plc Royal Bank Of Scotland 4480 2324 161 47 1842 87 19
HSBC Bank plc HSBC 11082 3475 157 269 6975 170 36
Bank of Scotland Plc Lloyds 22090 3510 769 258 17358 130 65
Lloyds Bank PLC Lloyds 22241 5043 90 220 16626 147 115
National Westminster Bank Plc Royal Bank Of Scotland 8027 5723 280 101 1761 138 24
Barclays Bank Plc Barclays 18603 8212 473 223 9371 228 96

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

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.