complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 01 July to 31 Dec 2014. 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 July to 31 Dec 2014. 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 146 0 0 8 0 3 135
ACE European Group Limited No Group 76 0 0 73 2 0 1
Acromas Insurance Company Limited No Group 162 0 0 162 0 0 0
Admiral Insurance Company Limited Admiral Group 276 0 0 276 0 0 0
Advantage Insurance Company Limited No Group 159 0 0 159 0 0 0
Ageas Insurance Limited Ageas 471 0 0 452 19 0 0
AIG Europe Limited No Group 38 0 0 34 3 1 0
Allianz Insurance Plc Allianz Insurance 1008 0 0 271 736 1 0
American Express Insurance Services Europe Limited No Group 74 0 0 5 69 0 0
Amtrust Europe Limited No Group 78 0 0 76 2 0 0
Amtrust International Underwriters Ltd No Group 37 0 0 30 7 0 0
Assurant General Insurance Limited No Group 68 0 0 48 20 0 0
Automobile Association Insurance Services Limited No Group 118 0 0 118 0 0 0
Aviva Health UK Limited AVIVA 31 0 0 31 0 0 0
Aviva Insurance Limited AVIVA 1269 0 0 496 770 0 3
Aviva Life Services UK Limited AVIVA 188 0 20 60 6 33 69
AXA Insurance UK Plc AXA 503 0 0 491 12 0 0
AXA PPP Healthcare Limited AXA 84 0 0 84 0 0 0
AXA Wealth Services Limited AXA 55 0 0 1 0 48 6
Bradford & Bingley Plc UK Asset Resolution 456 0 30 22 387 2 15
British Gas Insurance Limited No Group 114 0 0 114 0 0 0
BUPA Insurance Limited BUPA 132 0 0 132 0 0 0
Canada Life Limited Canada Life 40 0 0 10 0 3 27
Capital One Homeowner Loans Limited No Group 30 0 0 0 30 0 0
Card Protection Plan Ltd No Group 133 0 0 133 0 0 0
CIS General Insurance Limited CO-OP 187 0 0 185 2 0 0
Connells Limited Skipton Group 92 0 53 7 32 0 0
Countrywide Assured Plc No Group 57 0 0 20 0 1 36
Covea Insurance plc No Group 119 0 0 119 0 0 0
DAS Legal Expenses Insurance Company Limited No Group 84 0 0 84 0 0 0
DFS Trading Limited No Group 73 0 0 2 71 0 0
Domestic & General Insurance Plc Domestic & General 51 0 0 50 1 0 0
esure Insurance Limited ESURE 184 0 0 184 0 0 0
Financial Insurance Company Limited No Group 3177 0 0 1 3176 0 0
First Central Insurance Management Ltd No Group 93 0 0 93 0 0 0
First Central Insurance Services Limited No Group 32 0 0 32 0 0 0
Friends Life Services Limited Friends Provident 101 0 0 25 0 11 65
Great Lakes Reinsurance (UK) Plc No Group 87 0 0 85 2 0 0
Guardian Assurance Limited No Group 44 0 0 7 0 0 37
Halifax Insurance Ireland Ltd Lloyds 94 0 0 0 94 0 0
Halifax Share Dealing Limited Lloyds 32 0 0 0 0 32 0
Hargreaves Lansdown Asset Management Limited No Group 58 0 0 0 0 50 8
Homeserve Membership Limited No Group 61 0 0 61 0 0 0
IGO4 Limited No Group 62 0 0 62 0 0 0
Inter Partner Assistance SA No Group 181 0 0 181 0 0 0
Interactive Investor Trading Limited No Group 61 0 0 0 0 54 7
International Insurance Company of Hannover SE No Group 53 0 0 53 0 0 0
ITC Compliance Limited No Group 34 0 0 13 21 0 0
Legal & General Assurance Society Limited Legal & General 283 0 0 102 0 20 161
Legal & General Insurance Limited Legal & General 193 0 0 154 39 0 0
Legal & General Partnership Services Limited Legal & General 453 0 396 24 33 0 0
Liverpool Victoria Insurance Company Limited Liverpool Victoria Group 281 0 0 280 1 0 0
Lloyds Bank General Insurance Limited Lloyds 154 0 0 107 47 0 0
London General Insurance Company Limited No Group 79 0 0 69 10 0 0
Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. No Group 244 0 0 243 1 0 0
Markerstudy Insurance Company Limited No Group 61 0 0 61 0 0 0
National House-Building Council No Group 138 0 0 138 0 0 0
Octagon Insurance Company Limited No Group 39 0 0 39 0 0 0
One Call Insurance Services Limited No Group 31 0 0 31 0 0 0
One Insurance Limited No Group 48 0 0 48 0 0 0
Paymentshield Ltd No Group 34 0 0 14 20 0 0
Personal Touch Financial Services Ltd No Group 35 0 9 7 17 0 2
Phoenix Life Assurance Limited Phoenix Group 104 0 1 19 0 4 80
Phoenix Life Limited Phoenix Group 279 0 4 28 0 15 232
Pinnacle Insurance Plc Cardiff Pinnacle 312 0 0 65 247 0 0
QBE Insurance (Europe) Limited No Group 37 0 0 37 0 0 0
RAC Insurance Limited No Group 65 0 0 65 0 0 0
RAC Motoring Services No Group 66 0 0 66 0 0 0
ReAssure Limited ReAssure Company Limited 163 0 2 52 1 0 108
Red Sands Insurance Company (Europe) Limited No Group 61 0 0 60 1 0 0
Royal & Sun Alliance Insurance Plc RSA Insurance UK 444 0 0 422 21 0 1
Royal London (CIS) Limited Royal London Group 138 0 0 17 2 19 100
Sabre Insurance Company Limited No Group 37 0 0 37 0 0 0
Saga Services Limited No Group 45 0 0 45 0 0 0
Scottish Equitable Plc Aegon Group 70 0 0 13 0 7 50
St Andrew's Insurance plc Lloyds 500 0 0 103 396 0 1
St. James's Place Wealth Management Plc St James Place 47 0 6 8 4 17 12
Standard Life Assurance Limited Standard Life 112 0 0 17 2 6 87
Sterling Insurance Company Limited No Group 31 0 0 22 9 0 0
Stonebridge International Insurance Ltd Aegon Group 55 0 0 55 0 0 0
Sun Life Assurance Company of Canada (U.K.) Limited No Group 182 0 1 13 0 11 157
Swinton Group Ltd No Group 154 0 0 154 0 0 0
TD Direct Investing (Europe) Limited No Group 36 0 0 0 0 35 1
Tesco Underwriting Limited Ageas 108 0 0 108 0 0 0
The Mortgage Matters Partnership No Group 37 0 15 1 21 0 0
The National Farmers' Union Mutual Insurance Society Limited National Farmers Union Mutual Society Limited 93 0 0 90 0 0 3
The Prudential Assurance Company Limited Prudential PLC 336 0 3 30 12 11 280
The Society of Lloyd's No Group 223 0 0 126 96 0 1
Towergate Underwriting Group Limited No Group 30 0 0 30 0 0 0
UK General Insurance (Ireland) Limited No Group 35 0 0 35 0 0 0
UK Insurance Limited Direct Line 1367 0 0 1312 55 0 0
Unum Ltd Unum Limited 51 0 0 51 0 0 0
Zenith Insurance plc No Group 118 0 0 118 0 0 0
Zurich Assurance Ltd Zurich 183 0 3 36 4 14 126
Zurich Insurance PLC Zurich 165 0 0 162 2 0 1
Aviva Life & Pensions UK Limited AVIVA 267 1 0 38 0 16 212
BISL Limited No Group 74 1 0 72 1 0 0
Countrywide Principal Services Limited No Group 71 1 33 16 20 0 1
Friends Life Limited Friends Provident 201 1 1 47 1 11 140
Hastings Insurance Services Ltd No Group 116 1 0 115 0 0 0
Home Retail Group Insurance Services Limited No Group 324 1 0 1 322 0 0
Mortgage Express UK Asset Resolution 71 1 69 0 1 0 0
Openwork Limited Zurich 82 1 23 12 18 11 17
Scottish Widows plc Lloyds 146 1 0 36 0 8 101
Sesame Limited Friends Provident 142 1 14 26 29 27 45
The Mortgage Works (UK) Plc Nationwide 38 1 33 0 4 0 0
The Royal Bank of Scotland Group Independent Financial Services Limited Royal Bank Of Scotland 44 1 0 15 0 7 21
The Royal London Mutual Insurance Society Limited Royal London Group 211 1 0 62 0 5 143
UK Car Group Limited No Group 31 1 0 0 30 0 0
Liverpool Victoria Friendly Society Limited Liverpool Victoria Group 53 2 0 11 16 2 22
The Mortgage Business Plc Lloyds 53 2 51 0 0 0 0
Cheltenham & Gloucester plc Lloyds 613 3 177 8 424 0 1
CT Capital PLC No Group 59 3 0 0 56 0 0
Nottingham Building Society No Group 31 3 6 0 22 0 0
Pendragon Finance and Insurance Services Limited No Group 30 3 0 9 18 0 0
Principality Building Society Principality 51 3 10 3 26 8 1
West Bromwich Building Society West Bromwich Group 98 3 21 2 64 4 4
ACF Car Finance Limited No Group 33 4 0 3 26 0 0
British Gas Services Limited No Group 43 4 0 39 0 0 0
Kensington Mortgage Company Limited No Group 66 4 47 1 14 0 0
Loans.co.uk Ltd Bank of America Merrill Lynch Group 91 4 1 0 86 0 0
Southern Pacific Mortgage Limited No Group 42 4 31 0 7 0 0
Canada Square Operations Limited Citibank 1675 5 1 0 1669 0 0
Coventry Building Society No Group 91 5 16 1 68 0 1
Cumberland Building Society No Group 48 6 3 0 37 0 2
Decidebloom Limited No Group 36 8 0 7 21 0 0
Everyday Loans Limited No Group 73 8 0 1 64 0 0
Newcastle Building Society No Group 83 9 7 1 66 0 0
Arnold Clark Automobiles Limited No Group 121 11 0 2 108 0 0
CitiFinancial Europe Plc Citibank 137 11 1 0 125 0 0
Skipton Building Society Skipton Group 149 11 22 4 103 4 5
First Response Finance Ltd No Group 71 14 0 2 55 0 0
GE Money Home Lending Limited No Group 101 17 43 1 39 0 1
Leeds Building Society No Group 162 18 33 3 103 5 0
HFC Bank Limited HSBC 488 19 1 1 467 0 0
Close Brothers Limited No Group 32 21 0 5 6 0 0
Secure Trust Bank Plc No Group 32 22 0 0 10 0 0
GE Money Consumer Lending Limited No Group 50 25 0 0 25 0 0
Virgin Money plc Virgin Money 96 27 60 1 0 7 1
Express Gifts Ltd No Group 78 29 0 1 48 0 0
Creation Financial Services Limited No Group 70 32 0 4 34 0 0
Cabot Financial (Europe) Limited No Group 34 34 0 0 0 0 0
Mercedes-Benz Financial Services UK Limited No Group 36 35 0 0 1 0 0
Home Retail Group Card Services Limited No Group 64 38 0 1 25 0 0
MEM Consumer Finance Limited No Group 39 39 0 0 0 0 0
Banque PSA Finance No Group 57 40 0 4 13 0 0
GMAC UK Plc No Group 48 41 0 0 7 0 0
Northern Bank Limited No Group 255 42 2 2 203 1 5
Blemain Finance Limited No Group 50 43 2 1 4 0 0
NRAM plc UK Asset Resolution 626 45 291 8 274 1 7
AIB Group (UK) Plc No Group 220 47 5 2 165 1 0
Arrow Global Limited No Group 49 49 0 0 0 0 0
Santander Cards UK Limited Santander UK 260 50 0 4 206 0 0
Experian Limited No Group 53 51 0 2 0 0 0
J D Williams & Company Limited No Group 93 53 0 4 36 0 0
RCI Financial Services Limited No Group 63 56 0 1 6 0 0
Sainsbury's Bank Plc Sainsburys Bank 57 57 0 0 0 0 0
Secret Eye Limited No Group 57 57 0 0 0 0 0
Marks & Spencer Financial Services plc HSBC 710 59 0 26 625 0 0
Sygma Banque No Group 81 59 0 0 22 0 0
WorldPay (UK) Limited No Group 59 59 0 0 0 0 0
American Express Services Europe Limited No Group 258 61 0 7 190 0 0
Firstplus Financial Group Plc Barclays 157 61 7 0 89 0 0
Hitachi Capital (UK) Plc No Group 64 61 0 0 2 1 0
BMW Financial Services (GB) Limited No Group 70 62 0 3 5 0 0
NewDay Cards Ltd No Group 66 62 0 1 3 0 0
National Savings and Investments No Group 65 65 0 0 0 0 0
Casheuronet UK LLC No Group 66 66 0 0 0 0 0
Provident Personal Credit Limited No Group 66 66 0 0 0 0 0
Welcome Financial Services Limited No Group 526 75 2 3 446 0 0
Yorkshire Building Society Yorkshire 978 76 128 12 652 105 5
MKDP LLP No Group 78 78 0 0 0 0 0
Santander Consumer (UK) Plc Santander UK 114 78 0 0 36 0 0
FirstRand Bank Limited No Group 89 83 0 1 5 0 0
R. Raphael & Sons Plc No Group 85 85 0 0 0 0 0
PayPal Sarl & Cie, SCA No Group 86 86 0 0 0 0 0
Volkswagen Financial Services (UK) Limited No Group 134 101 0 5 28 0 0
Black Horse Limited Lloyds 832 106 0 0 726 0 0
Creation Consumer Finance Ltd No Group 140 107 0 3 30 0 0
NewDay Ltd No Group 546 131 0 1 414 0 0
WDFC UK Limited No Group 139 139 0 0 0 0 0
Bank of Ireland (UK) Plc Bank of Ireland 345 145 51 7 128 10 4
Capital One (Europe) plc No Group 6498 203 1 5 6289 0 0
Ulster Bank Ltd Royal Bank Of Scotland 298 228 7 4 56 3 0
Tesco Personal Finance PLC Tesco Personal Finance 1218 266 4 55 893 0 0
Clydesdale Financial Services Limited Barclays 309 289 0 0 20 0 0
Vanquis Bank Limited No Group 321 321 0 0 0 0 0
MBNA Limited Bank of America Merrill Lynch Group 4416 333 0 101 3982 0 0
Shop Direct Finance Company Limited No Group 1031 337 0 4 690 0 0
The Co-operative Bank Plc No Group 1274 354 90 15 792 14 9
Clydesdale Bank Plc National Australia Group 2681 398 96 31 2131 16 9
Nationwide Building Society Nationwide 4117 675 288 52 3025 27 50
TSB Bank plc No Group 921 857 60 3 0 0 1
The Royal Bank of Scotland Plc Royal Bank Of Scotland 5416 1448 157 64 3642 80 25
Santander UK Plc Santander UK 6296 1851 572 140 3575 77 81
HSBC Bank plc HSBC 11345 1904 179 486 8648 104 24
Bank of Scotland Plc Lloyds 19706 2553 1004 210 15732 100 107
Lloyds Bank PLC Lloyds 24245 3498 127 237 20145 133 105
National Westminster Bank Plc Royal Bank Of Scotland 7663 3960 287 99 3216 77 24
Barclays Bank Plc Barclays 21078 4203 590 217 15768 175 125

This table shows the number of new cases received by the ombudsman service in the six-month period from 01 July to 31 Dec 2014 – 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.