complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 01 Jan to 30 Jun 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 01 Jan to 30 Jun 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 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 159 0 0 9 0 4 146
Accord Mortgages Limited Yorkshire 45 0 45 0 0 0 0
ACE European Group Limited No Group 52 0 0 50 2 0 0
ACF Car Finance Limited No Group 39 0 0 2 37 0 0
Acromas Insurance Company Limited No Group 183 0 0 183 0 0 0
Admiral Insurance Company Limited Admiral Group 408 0 0 408 0 0 0
Advantage Insurance Company Limited No Group 218 0 0 218 0 0 0
Ageas Insurance Limited No Group 505 0 0 493 12 0 0
AIG Europe Limited No Group 44 0 0 44 0 0 0
Allianz Insurance Plc Allianz Insurance 1279 0 0 352 927 0 0
Amtrust Europe Limited No Group 112 0 0 110 2 0 0
Amtrust International Underwriters Ltd No Group 43 0 0 38 5 0 0
Assurant General Insurance Limited No Group 103 0 0 82 21 0 0
Automobile Association Insurance Services Limited No Group 128 0 0 127 1 0 0
Aviva Health UK Limited AVIVA 51 0 0 51 0 0 0
Aviva Insurance Limited AVIVA 877 0 0 466 408 0 3
Aviva Life & Pensions UK Limited AVIVA 274 0 0 41 1 10 222
Aviva Life Services UK Limited AVIVA 206 0 34 44 4 32 92
AXA Insurance UK Plc AXA 654 0 0 636 18 0 0
AXA PPP Healthcare Limited AXA 107 0 0 107 0 0 0
AXA Wealth Services Limited AXA 39 0 0 1 0 29 9
Be Wiser Insurance Services Ltd No Group 43 0 0 43 0 0 0
BISL Limited No Group 83 0 0 83 0 0 0
Brightside Insurance Services Limited No Group 40 0 0 40 0 0 0
British Gas Insurance Limited No Group 293 0 0 292 0 1 0
BUPA Insurance Limited BUPA 150 0 0 150 0 0 0
Canada Life Limited Canada Life 54 0 0 10 0 4 40
Capital One Homeowner Loans Limited No Group 46 0 0 0 46 0 0
CIS General Insurance Limited CO-OP 154 0 0 153 0 0 1
Connells Limited Skipton Group 96 0 63 8 25 0 0
Countrywide Assured Plc No Group 80 0 0 25 0 1 54
Covea Insurance plc No Group 116 0 0 116 0 0 0
CT Capital PLC No Group 46 0 1 0 45 0 0
DAS Legal Expenses Insurance Company Limited No Group 86 0 0 86 0 0 0
Domestic & General Insurance Plc Domestic & General 59 0 0 59 0 0 0
Elite Insurance Company Limited No Group 81 0 0 81 0 0 0
esure Insurance Limited ESURE 214 0 0 214 0 0 0
EUI Limited Admiral Group 44 0 0 44 0 0 0
Europaische Reiseversicherung AG No Group 59 0 0 59 0 0 0
Financial Insurance Company Limited No Group 3640 0 0 3 3637 0 0
First Central Insurance Management Ltd No Group 133 0 0 133 0 0 0
First Complete Ltd No Group 45 0 23 9 6 1 6
Friends Life Limited Friends Provident 251 0 0 65 1 13 172
Friends Life Services Limited Friends Provident 129 0 3 16 3 12 95
Great Lakes Reinsurance (UK) Plc No Group 118 0 0 118 0 0 0
Guardian Assurance Limited No Group 55 0 0 3 0 0 52
Halifax Insurance Ireland Ltd Lloyds 66 0 0 2 64 0 0
Halifax Share Dealing Limited Lloyds 55 0 0 0 0 54 1
Hargreaves Lansdown Asset Management Limited No Group 60 0 0 0 0 51 9
Hastings Insurance Services Ltd No Group 76 0 0 76 0 0 0
Homeserve Membership Limited No Group 67 0 0 67 0 0 0
IGO4 Limited No Group 56 0 0 56 0 0 0
Inter Partner Assistance SA No Group 321 0 0 321 0 0 0
Interactive Investor Trading Limited No Group 76 0 0 0 0 69 7
International Insurance Company of Hannover SE No Group 52 0 0 52 0 0 0
Legal & General Assurance Society Limited Legal & General 278 0 0 103 0 20 155
Legal & General Insurance Limited Legal & General 230 0 0 192 38 0 0
Legal & General Partnership Services Limited Legal & General 661 0 621 18 22 0 0
Liverpool Victoria Friendly Society Limited Liverpool Victoria Group 54 0 0 18 10 7 19
Liverpool Victoria Insurance Company Limited Liverpool Victoria Group 300 0 0 300 0 0 0
Lloyds Bank General Insurance Limited Lloyds 176 0 0 150 26 0 0
London General Insurance Company Limited No Group 86 0 0 83 3 0 0
Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. No Group 175 0 0 175 0 0 0
Markerstudy Insurance Company Limited No Group 90 0 0 90 0 0 0
Mortgage Express UK Asset Resolution 88 0 85 0 3 0 0
National House-Building Council No Group 92 0 0 92 0 0 0
Octagon Insurance Company Limited No Group 53 0 0 53 0 0 0
One Call Insurance Services Limited No Group 49 0 0 49 0 0 0
One Insurance Limited No Group 40 0 0 40 0 0 0
Personal Touch Financial Services Ltd No Group 38 0 21 12 4 0 1
Phoenix Life Assurance Limited Phoenix Group 108 0 0 21 2 6 79
Phoenix Life Limited Phoenix Group 302 0 2 38 0 14 248
Pinnacle Insurance Plc Cardiff Pinnacle 358 0 0 90 268 0 0
Platform Home Loans Ltd CO-OP 37 0 33 1 3 0 0
Positive Solutions (Financial Services) Limited No Group 51 0 7 6 5 18 15
QBE Insurance (Europe) Limited No Group 61 0 0 61 0 0 0
RAC Insurance Limited No Group 95 0 0 95 0 0 0
RAC Motoring Services No Group 81 0 0 81 0 0 0
ReAssure Limited ReAssure Company Limited 159 0 1 40 0 8 110
Red Sands Insurance Company (Europe) Limited No Group 108 0 0 108 0 0 0
Royal & Sun Alliance Insurance Plc RSA Insurance UK 455 0 0 444 10 0 1
Royal London (CIS) Limited Royal London Group 153 0 0 20 2 25 106
Saga Services Limited No Group 57 0 0 57 0 0 0
Scottish Equitable Plc Aegon Group 70 0 0 11 0 1 58
Scottish Widows plc Lloyds 138 0 1 41 1 11 84
Sesame Limited Friends Provident 172 0 14 20 20 38 80
Skyfire Insurance Company Limited No Group 35 0 0 35 0 0 0
Solid Försäkringar AB No Group 40 0 0 40 0 0 0
St Andrew's Insurance plc Lloyds 242 0 0 109 132 0 1
St. James's Place Wealth Management Plc St James Place 70 0 10 10 1 25 24
Standard Life Assurance Limited Standard Life 162 0 0 19 1 7 135
Stonebridge International Insurance Ltd Aegon Group 101 0 0 100 0 0 1
Sun Life Assurance Company of Canada (U.K.) Limited No Group 206 0 0 19 0 9 178
Swinton Group Ltd No Group 166 0 0 162 1 0 3
TD Direct Investing (Europe) Limited No Group 57 0 0 0 0 57 0
Telefonica Insurance S.A. No Group 32 0 0 32 0 0 0
Tesco Underwriting Limited No Group 149 0 0 149 0 0 0
The Mortgage Business Plc Lloyds 43 0 43 0 0 0 0
The Mortgage Works (UK) Plc Nationwide 55 0 54 1 0 0 0
The National Farmers' Union Mutual Insurance Society Limited National Farmers Union Mutual Society Limited 119 0 0 115 0 2 2
The Prudential Assurance Company Limited Prudential PLC 326 0 8 24 11 20 263
The Royal Bank of Scotland Group Independent Financial Services Limited Royal Bank Of Scotland 42 0 0 11 0 10 21
The Royal London Mutual Insurance Society Limited Royal London Group 221 0 0 61 2 6 152
The Society of Lloyd's No Group 201 0 0 135 66 0 0
Towergate Underwriting Group Limited No Group 35 0 0 35 0 0 0
UK Insurance Limited Direct Line 1598 0 0 1536 62 0 0
Union Reiseversicherung AG No Group 51 0 0 51 0 0 0
Unum Ltd No Group 74 0 0 74 0 0 0
Vitality Corporate Services Limited Prudential PLC 34 0 0 29 0 0 5
Zenith Insurance plc No Group 164 0 0 164 0 0 0
Zurich Assurance Ltd Zurich 220 0 7 60 4 19 130
Zurich Insurance PLC Zurich 161 0 0 158 3 0 0
Bradford & Bingley Plc UK Asset Resolution 476 1 38 13 394 5 25
Countrywide Principal Services Limited No Group 73 1 34 22 16 0 0
Cumberland Building Society No Group 40 1 1 0 35 0 3
Home Retail Group Insurance Services Limited No Group 285 1 0 0 284 0 0
Openwork Limited Zurich 111 1 28 17 9 22 34
American Express Insurance Services Europe Limited No Group 54 2 0 4 48 0 0
Motorfile Ltd No Group 39 2 0 37 0 0 0
DFS Trading Limited No Group 58 3 0 1 54 0 0
Everyday Loans Limited No Group 78 3 0 4 71 0 0
Cheltenham & Gloucester plc Lloyds 521 4 148 11 358 0 0
DSG Retail Limited No Group 57 4 0 52 0 1 0
Principality Building Society Principality 53 4 20 3 17 9 0
British Gas Services Limited No Group 126 5 0 120 0 1 0
Coventry Building Society No Group 107 6 15 0 85 1 0
Loans.co.uk Ltd Bank of America Merrill Lynch Group 83 6 0 0 77 0 0
Southern Pacific Mortgage Limited No Group 46 6 30 2 8 0 0
Credit Suisse International No Group 93 7 0 0 0 86 0
HFC Bank Limited HSBC 511 7 0 2 502 0 0
Skipton Building Society Skipton Group 107 7 26 3 66 1 4
CitiFinancial Europe Plc Citibank 327 10 1 2 314 0 0
West Bromwich Building Society West Bromwich Group 110 10 22 3 64 9 2
GE Money Home Lending Limited No Group 113 13 59 0 41 0 0
Kensington Mortgage Company Limited No Group 76 13 51 0 12 0 0
Santander Cards UK Limited Santander UK 199 13 0 0 186 0 0
Newcastle Building Society No Group 93 14 6 2 70 0 1
Arnold Clark Automobiles Limited No Group 91 15 0 2 74 0 0
Canada Square Operations Limited Citibank 2488 18 0 1 2469 0 0
First Response Finance Ltd No Group 68 20 0 1 47 0 0
Gregory Pennington Limited No Group 33 22 0 0 11 0 0
Amigo Loans Ltd No Group 32 32 0 0 0 0 0
GMAC UK Plc No Group 38 33 0 0 5 0 0
Lowell Portfolio I Ltd No Group 35 34 0 0 0 1 0
Caversham Finance Limited No Group 41 36 0 4 0 1 0
Leeds Building Society No Group 158 36 44 3 68 3 4
Equifax Limited No Group 37 37 0 0 0 0 0
FCA Automotive Services UK Ltd No Group 37 37 0 0 0 0 0
FCE Bank Plc No Group 42 38 0 3 1 0 0
SGE Loans Limited No Group 39 39 0 0 0 0 0
Capquest Debt Recovery Limited No Group 41 41 0 0 0 0 0
Cabot Financial (Europe) Limited No Group 42 42 0 0 0 0 0
GE Money Consumer Lending Limited No Group 69 42 1 0 26 0 0
J D Williams & Company Limited No Group 74 42 0 0 32 0 0
Citibank International Limited Citibank 50 43 0 1 4 2 0
Creation Financial Services Limited No Group 63 43 0 2 18 0 0
Secure Trust Bank Plc No Group 59 44 0 1 14 0 0
Express Gifts Ltd No Group 78 45 0 3 30 0 0
MEM Consumer Finance Limited No Group 50 50 0 0 0 0 0
NewDay Cards Ltd No Group 54 50 0 0 4 0 0
Wage Day Advance Limited No Group 50 50 0 0 0 0 0
Mercedes-Benz Financial Services UK Limited No Group 51 51 0 0 0 0 0
Metro Bank PLC No Group 53 51 1 0 0 1 0
RCI Financial Services Limited No Group 57 51 0 1 5 0 0
Caledonian Consumer Finance Ltd No Group 52 52 0 0 0 0 0
Lowell Financial Ltd No Group 52 52 0 0 0 0 0
Close Brothers Limited No Group 72 53 0 9 10 0 0
NRAM plc UK Asset Resolution 716 53 377 4 278 0 4
Banque PSA Finance No Group 67 58 0 0 9 0 0
AIB Group (UK) Plc No Group 174 60 9 6 92 7 0
Virgin Money plc Virgin Money 132 60 65 1 2 3 1
Northern Bank Limited No Group 204 61 3 1 134 2 3
Secret Eye Limited No Group 64 64 0 0 0 0 0
Yorkshire Building Society Yorkshire 962 65 154 19 596 120 8
Home Retail Group Card Services Limited No Group 66 66 0 0 0 0 0
Blemain Finance Limited No Group 70 67 1 0 2 0 0
The Car Finance Company (2007) Ltd No Group 68 68 0 0 0 0 0
Firstplus Financial Group Plc Barclays 127 70 3 0 54 0 0
Marks & Spencer Financial Services plc HSBC 704 72 0 16 616 0 0
Arrow Global Limited No Group 75 75 0 0 0 0 0
Experian Limited No Group 75 75 0 0 0 0 0
Sainsbury's Bank Plc Sainsburys Bank 80 77 1 0 2 0 0
Sygma Banque No Group 95 78 0 0 17 0 0
BMW Financial Services (GB) Limited No Group 93 84 0 2 7 0 0
Loans Direct UK Limited No Group 84 84 0 0 0 0 0
MKDP LLP No Group 89 89 0 0 0 0 0
R. Raphael & Sons Plc No Group 93 89 0 0 4 0 0
Welcome Financial Services Limited No Group 449 89 0 3 357 0 0
WorldPay (UK) Limited No Group 94 94 0 0 0 0 0
American Express Services Europe Limited No Group 268 101 0 3 164 0 0
PayPal Sarl & Cie, SCA No Group 103 103 0 0 0 0 0
Hitachi Capital (UK) Plc No Group 113 105 0 0 8 0 0
Santander Consumer (UK) Plc Santander UK 141 109 0 0 31 1 0
National Savings and Investments No Group 117 113 0 0 0 4 0
Provident Personal Credit Limited No Group 114 114 0 0 0 0 0
Casheuronet UK LLC No Group 115 115 0 0 0 0 0
Black Horse Limited Lloyds 749 138 1 3 607 0 0
Volkswagen Financial Services (UK) Limited No Group 176 143 0 5 28 0 0
Erudio Student Loans Limited No Group 144 144 0 0 0 0 0
FirstRand Bank Limited No Group 147 145 0 0 2 0 0
Creation Consumer Finance Ltd No Group 182 158 0 3 21 0 0
Bank of Ireland (UK) Plc Bank of Ireland 418 217 49 8 126 15 3
Capital One (Europe) plc No Group 6661 228 0 4 6429 0 0
Ulster Bank Ltd Royal Bank Of Scotland 301 248 12 0 37 1 3
NewDay Ltd No Group 520 305 0 1 214 0 0
Shop Direct Finance Company Limited No Group 677 308 0 2 367 0 0
MBNA Limited Bank of America Merrill Lynch Group 6472 327 0 36 6109 0 0
Vanquis Bank Limited No Group 344 344 0 0 0 0 0
WDFC UK Limited No Group 361 361 0 0 0 0 0
Clydesdale Financial Services Limited Barclays 400 391 0 0 9 0 0
Tesco Personal Finance PLC Tesco Personal Finance 1283 436 10 59 778 0 0
The Co-operative Bank Plc No Group 1244 544 96 6 577 14 7
Clydesdale Bank Plc National Australia Group 3748 880 107 29 2696 28 8
Nationwide Building Society Nationwide 4227 891 396 60 2809 42 29
TSB Bank plc No Group 1258 1169 84 2 0 0 3
Santander UK Plc Santander UK 7161 2724 708 125 3318 183 103
The Royal Bank of Scotland Plc Royal Bank Of Scotland 6509 2843 189 55 3303 106 13
HSBC Bank plc HSBC 12792 3622 208 297 8474 139 52
Bank of Scotland Plc Lloyds 20288 3935 897 204 15002 152 98
Lloyds Bank PLC Lloyds 19818 5737 101 236 13319 290 135
Barclays Bank Plc Barclays 20021 6736 597 215 12111 238 124
National Westminster Bank Plc Royal Bank Of Scotland 11549 8206 357 97 2745 120 24

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