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

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.