complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 1 July to 31 December 2012. 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 July to 31 December 2012. Complaints relating to these businesses made up around 90% 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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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.

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business name
 business group
 % resolved in favour of consumer
(average for all businesses = 45%)		 % resolved in favour of consumer – by complaint category
(and average figure for all businesses – for comparison)
banking and credit
(average for all businesses = 37%)		 mortgages and home finance
(average for all businesses = 26%)		 general insurance
(excluding PPI)
(average for all businesses = 43%)		 PPI
(average for all businesses = 60%)		 investments
(average for all businesses = 37%)		 life & pensions and decumulation
(average for all businesses = 26%)
Abbey Life Assurance Company Limited No Group 26% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below 26%
ACE European Group Limited No Group 36% see below for information see below see below for information see below 38% see below for information see below see below for information see below see below for information see below
ACF Car Finance Limited No Group 24% see below for information see below see below for information see below see below for information see below 26% see below for information see below see below for information see below
Acromas Insurance Company Limited No Group 31% see below for information see below see below for information see below 31% see below for information see below see below for information see below see below for information see below
Admiral Insurance Company Limited Admiral Group 31% see below for information see below see below for information see below 31% see below for information see below see below for information see below see below for information see below
Advantage Finance Ltd No Group 24% see below for information see below see below for information see below see below for information see below 18% see below for information see below see below for information see below
Advantage Insurance Company Limited No Group 47% see below for information see below see below for information see below 47% see below for information see below see below for information see below see below for information see below
Ageas Insurance Limited Ageas Insurance Limited 40% see below for information see below see below for information see below 40% see below for information see below see below for information see below see below for information see below
AIB Group (UK) Plc No Group 40% 55% see below for information see below see below for information see below 33% see below for information see below see below for information see below
AIG Europe Limited No Group 28% see below for information see below see below for information see below 28% see below for information see below see below for information see below see below for information see below
Allianz Global Assistance No Group 54% see below for information see below see below for information see below 54% see below for information see below see below for information see below see below for information see below
Allianz Insurance Plc Allianz Insurance 45% see below for information see below see below for information see below 44% 48% see below for information see below see below for information see below
American Express Services Europe Limited No Group 45% 42% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Amtrust Europe Limited No Group 60% see below for information see below see below for information see below 60% see below for information see below see below for information see below see below for information see below
Anglian Windows Ltd No Group 13% see below for information see below see below for information see below see below for information see below 13% see below for information see below see below for information see below
Aria Insurance Services Limited Europ Assistance 63% see below for information see below see below for information see below 63% see below for information see below see below for information see below see below for information see below
Assurant General Insurance Limited No Group 62% see below for information see below see below for information see below 67% see below for information see below see below for information see below see below for information see below
Automobile Association Insurance Services Limited No Group 41% see below for information see below see below for information see below 41% see below for information see below see below for information see below see below for information see below
Aviva Health UK Limited AVIVA 17% see below for information see below see below for information see below 17% see below for information see below see below for information see below see below for information see below
Aviva Insurance Limited AVIVA 44% see below for information see below see below for information see below 46% 39% see below for information see below see below for information see below
Aviva Life & Pensions UK Limited AVIVA 21% see below for information see below see below for information see below 15% see below for information see below 18% 24%
Aviva Life Services UK Limited AVIVA 14% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below 22%
AXA Insurance UK Plc AXA 43% see below for information see below see below for information see below 43% see below for information see below see below for information see below see below for information see below
AXA PPP Healthcare Limited AXA 51% see below for information see below see below for information see below 51% see below for information see below see below for information see below see below for information see below
Bank of Ireland (UK) Plc Bank of Ireland 32% 40% 15% see below for information see below 18% see below for information see below see below for information see below
Bank of Scotland Plc Lloyds 44% 25% 25% 25% 81% 35% 28%
Banque PSA Finance No Group 44% 47% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Barclays Bank Plc Barclays 57% 42% 45% 38% 77% 51% 34%
Barclays Insurance (Dublin) Limited Barclays 42% see below for information see below see below for information see below see below for information see below 48% see below for information see below see below for information see below
Barclays Stockbrokers Limited Barclays 42% see below for information see below see below for information see below see below for information see below see below for information see below 40% see below for information see below
BDML Connect Limited No Group 68% see below for information see below see below for information see below 68% see below for information see below see below for information see below see below for information see below
BISL Limited No Group 65% see below for information see below see below for information see below 65% see below for information see below see below for information see below see below for information see below
Black Horse Limited Lloyds 93% 29% see below for information see below see below for information see below 97% see below for information see below see below for information see below
Blemain Finance Limited No Group 26% 27% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Blue Sky Personal Finance Limited No Group 52% see below for information see below see below for information see below see below for information see below 52% see below for information see below see below for information see below
BMW Financial Services(GB) Limited No Group 35% 35% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Bradford & Bingley Plc UK Asset Resolution 13% see below for information see below 29% see below for information see below 6% see below for information see below see below for information see below
British Credit Trust Holdings Ltd No Group 28% see below for information see below see below for information see below see below for information see below 27% see below for information see below see below for information see below
British Gas Insurance Limited No Group 56% see below for information see below see below for information see below 56% see below for information see below see below for information see below see below for information see below
BUPA Insurance Limited BUPA 44% see below for information see below see below for information see below 44% see below for information see below see below for information see below see below for information see below
Cabot Financial (Europe) Limited No Group 44% 44% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Canada Life Limited Canada Life 17% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below 14%
Canada Square Operations plc Citibank 37% 44% see below for information see below see below for information see below 35% see below for information see below see below for information see below
Capital One (Europe) plc Capital One 7% 15% see below for information see below see below for information see below 6% see below for information see below see below for information see below
Capital One Homeowner Loans Limited No Group 19% see below for information see below see below for information see below see below for information see below 20% see below for information see below see below for information see below
Card Protection Plan Ltd No Group 61% see below for information see below see below for information see below 61% see below for information see below see below for information see below see below for information see below
Cheltenham & Gloucester plc Lloyds 19% see below for information see below 13% see below for information see below see below for information see below see below for information see below see below for information see below
CIS General Insurance Limited CO-OP 45% see below for information see below see below for information see below 45% see below for information see below see below for information see below see below for information see below
CIS Unit Managers Limited CO-OP 19% see below for information see below see below for information see below see below for information see below see below for information see below 21% see below for information see below
Citibank International plc Citibank 64% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
CitiFinancial Europe Plc Citibank 85% 52% see below for information see below see below for information see below 94% see below for information see below see below for information see below
Clydesdale Bank Plc National Australia Group 40% 35% 38% see below for information see below 43% see below for information see below see below for information see below
Clydesdale Financial Services Limited Barclays 45% 45% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Combined Insurance Company of America No Group 50% see below for information see below see below for information see below 50% see below for information see below see below for information see below see below for information see below
Commercial Vehicle Direct Insurance Services Ltd No Group 63% see below for information see below see below for information see below 63% see below for information see below see below for information see below see below for information see below
Connells Limited Skipton Group 19% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Co-operative Insurance Society Limited CO-OP 20% see below for information see below see below for information see below 41% see below for information see below see below for information see below 15%
Countrywide Assured Plc No Group 21% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below 28%
Countrywide Principal Services Limited No Group 28% see below for information see below 27% see below for information see below see below for information see below see below for information see below see below for information see below
Covea Insurance plc No Group 57% see below for information see below see below for information see below 57% see below for information see below see below for information see below see below for information see below
Coventry Building Society No Group 10% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Creation Consumer Finance Ltd No Group 48% 61% see below for information see below see below for information see below 27% see below for information see below see below for information see below
Creation Financial Services Limited No Group 58% 57% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
CT Capital PLC Central Trust 88% see below for information see below see below for information see below see below for information see below 90% see below for information see below see below for information see below
DAS Legal Expenses Insurance Company Limited No Group 49% see below for information see below see below for information see below 49% see below for information see below see below for information see below see below for information see below
Decidebloom Limited No Group 3% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Direct Auto Finance Insurance Services Ltd No Group 18% see below for information see below see below for information see below see below for information see below 19% see below for information see below see below for information see below
esure Insurance Limited ESURE 32% see below for information see below see below for information see below 32% see below for information see below see below for information see below see below for information see below
Everyday Loans Limited No Group 12% see below for information see below see below for information see below see below for information see below 8% see below for information see below see below for information see below
Express Gifts Ltd No Group 73% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
FCE Bank Plc No Group 42% 42% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Financial Insurance Company Limited No Group 85% see below for information see below see below for information see below see below for information see below 89% see below for information see below see below for information see below
First Central Insurance Management Ltd No Group 65% see below for information see below see below for information see below 65% see below for information see below see below for information see below see below for information see below
First Response Finance Ltd No Group 24% see below for information see below see below for information see below see below for information see below 22% see below for information see below see below for information see below
Firstplus Financial Group Plc Barclays 43% 20% see below for information see below see below for information see below 64% see below for information see below see below for information see below
FirstRand Bank Limited No Group 56% 55% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Friends Life Company Limited Friends Provident 23% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below 15%
Friends Life Limited Friends Provident 19% see below for information see below see below for information see below 29% see below for information see below see below for information see below 13%
Friends Life Services Limited Friends Provident 24% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below 25%
Friends Life WL Limited Friends Provident 21% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below 18%
GE Money Consumer Lending Limited General Electric 40% 40% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
GE Money Home Lending Limited General Electric 30% see below for information see below 31% see below for information see below see below for information see below see below for information see below see below for information see below
Great Lakes Reinsurance (UK) Plc No Group 30% see below for information see below see below for information see below 29% see below for information see below see below for information see below see below for information see below
Groupama Insurance Company Limited Ageas Insurance Limited 46% see below for information see below see below for information see below 46% see below for information see below see below for information see below see below for information see below
Guardian Assurance Limited No Group 16% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below 19%
Halifax General Insurance Services Limited Lloyds 82% see below for information see below see below for information see below 82% see below for information see below see below for information see below see below for information see below
Halifax Insurance Ireland Ltd Lloyds 46% see below for information see below see below for information see below see below for information see below 49% see below for information see below see below for information see below
Hastings Insurance Services Ltd No Group 59% see below for information see below see below for information see below 59% see below for information see below see below for information see below see below for information see below
HFC Bank Limited HSBC 80% 33% see below for information see below see below for information see below 83% see below for information see below see below for information see below
Hitachi Capital (UK) Plc No Group 44% 44% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Home Retail Group Card Services Limited No Group 75% 75% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Home Retail Group Insurance Services Limited No Group 61% see below for information see below see below for information see below see below for information see below 60% see below for information see below see below for information see below
Homecare Insurance Limited No Group 66% see below for information see below see below for information see below 66% see below for information see below see below for information see below see below for information see below
Homeserve Membership Limited No Group 47% see below for information see below see below for information see below 47% see below for information see below see below for information see below see below for information see below
HSBC Bank plc HSBC 38% 24% 34% 10% 51% 38% 38%
IGO4 Limited No Group 63% see below for information see below see below for information see below 63% see below for information see below see below for information see below see below for information see below
Inter Partner Assistance SA No Group 67% see below for information see below see below for information see below 67% see below for information see below see below for information see below see below for information see below
Interactive Investor Trading Limited No Group 40% see below for information see below see below for information see below see below for information see below see below for information see below 40% see below for information see below
J D Williams & Company Limited No Group 67% 68% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Kensington Mortgage Company Limited No Group 33% see below for information see below 33% see below for information see below see below for information see below see below for information see below see below for information see below
Kwik-Fit Insurance Services Ltd Ageas Insurance Limited 22% see below for information see below see below for information see below 22% see below for information see below see below for information see below see below for information see below
Leeds Building Society No Group 29% see below for information see below 34% see below for information see below see below for information see below see below for information see below see below for information see below
Legal & General Assurance Society Limited Legal & General 20% see below for information see below see below for information see below 19% see below for information see below see below for information see below 23%
Legal & General Insurance Limited Legal & General 39% see below for information see below see below for information see below 42% see below for information see below see below for information see below see below for information see below
Legal & General Partnership Services Limited Legal & General 22% see below for information see below see below for information see below 16% see below for information see below see below for information see below see below for information see below
Liverpool Victoria Friendly Society Limited Liverpool Victoria Group 13% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Liverpool Victoria Insurance Company Limited Liverpool Victoria Group 34% see below for information see below see below for information see below 34% see below for information see below see below for information see below see below for information see below
Lloyds TSB Bank Plc Lloyds 55% 22% 21% 29% 86% 14% 29%
Lloyds TSB General Insurance Limited Lloyds 46% see below for information see below see below for information see below 42% 59% see below for information see below see below for information see below
Lloyds TSB Insurance Services Limited Lloyds 37% see below for information see below see below for information see below 33% see below for information see below see below for information see below see below for information see below
Lloyds TSB Private Banking Ltd Lloyds 17% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Loan & Finance Solutions Limited No Group 93% 93% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Loans.co.uk Ltd MBNA 31% see below for information see below see below for information see below see below for information see below 32% see below for information see below see below for information see below
London General Insurance Company Limited No Group 67% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Mapfre Asistencia S A No Group 54% see below for information see below see below for information see below 54% see below for information see below see below for information see below see below for information see below
Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. No Group 59% see below for information see below see below for information see below 59% see below for information see below see below for information see below see below for information see below
Markerstudy Insurance Company Limited No Group 60% see below for information see below see below for information see below 60% see below for information see below see below for information see below see below for information see below
Marks & Spencer Financial Services plc HSBC 52% 45% see below for information see below see below for information see below 61% see below for information see below see below for information see below
MBNA Limited MBNA 50% 33% see below for information see below 80% 60% see below for information see below see below for information see below
Microcredit Limited No Group 87% 87% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Mortgage Express UK Asset Resolution 28% see below for information see below 28% see below for information see below see below for information see below see below for information see below see below for information see below
National House-Building Council No Group 27% see below for information see below see below for information see below 27% see below for information see below see below for information see below see below for information see below
National Savings and Investments No Group 18% 18% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
National Westminster Bank Plc Royal Bank Of Scotland 45% 45% 33% 30% 62% 17% see below for information see below
Nationwide Building Society Nationwide 23% 22% 24% 18% 25% 20% see below for information see below
Nemo Personal Finance Limited Principality 74% see below for information see below see below for information see below see below for information see below 88% see below for information see below see below for information see below
NEO Media Solutions Limited No Group 100% 100% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Newcastle Building Society No Group 24% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Northern Bank Limited No Group 44% see below for information see below see below for information see below see below for information see below 46% see below for information see below see below for information see below
Northern Rock (Asset Management) plc UK Asset Resolution 31% 35% 27% see below for information see below 55% see below for information see below see below for information see below
Ocean Finance and Mortgages Limited No Group 62% see below for information see below see below for information see below see below for information see below 65% see below for information see below see below for information see below
Openwork Limited Zurich 29% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
PayPal Sarl & Cie, SCA No Group 17% 17% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Personal Touch Financial Services Ltd No Group 23% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Phoenix Life Assurance Limited Phoenix Group 18% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below 22%
Phoenix Life Limited Phoenix Group 24% see below for information see below see below for information see below 36% see below for information see below see below for information see below 22%
Pinnacle Insurance Plc Cardiff Pinnacle 57% see below for information see below see below for information see below 57% 60% see below for information see below see below for information see below
Positive Solutions (Financial Services) Limited Aegon Group 52% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Preferred Mortgages Limited No Group 57% see below for information see below 58% see below for information see below see below for information see below see below for information see below see below for information see below
Progressive Credit Limited No Group 75% 74% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Provident Personal Credit Limited No Group 30% 30% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
PTI Insurance Company Limited No Group 55% see below for information see below see below for information see below 55% see below for information see below see below for information see below see below for information see below
R. Raphael & Sons Plc No Group 17% 17% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
RCI Financial Services Limited No Group 49% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
ReAssure Limited SWISS RE 19% see below for information see below see below for information see below 33% see below for information see below see below for information see below 16%
Red Sands Insurance Company (Europe) Limited No Group 65% see below for information see below see below for information see below 66% see below for information see below see below for information see below see below for information see below
RiverStone Insurance Limited No Group 36% see below for information see below see below for information see below 34% see below for information see below see below for information see below see below for information see below
Royal & Sun Alliance Insurance Plc Royal & Sun Alliance 36% see below for information see below see below for information see below 36% see below for information see below see below for information see below see below for information see below
Saga Services Limited No Group 44% see below for information see below see below for information see below 44% see below for information see below see below for information see below see below for information see below
Sainsbury's Bank Plc Sainsburys Bank 31% 30% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Santander Cards UK Limited Santander UK 31% 30% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Santander Consumer (UK) Plc Santander UK 51% 54% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Santander UK Plc Santander UK 42% 46% 27% 19% 55% 38% 23%
Scottish Equitable Plc Aegon Group 26% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below 31%
Scottish Widows plc Lloyds 15% see below for information see below see below for information see below 19% see below for information see below see below for information see below 11%
Sesame Limited Friends Provident 23% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below 32%
Shop Direct Finance Company Limited Shop Direct Group 55% 55% see below for information see below see below for information see below 54% see below for information see below see below for information see below
Skipton Building Society Skipton Group 18% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Skyfire Insurance Company Limited No Group 63% see below for information see below see below for information see below 63% see below for information see below see below for information see below see below for information see below
Southern Pacific Mortgage Limited No Group 51% see below for information see below 55% see below for information see below see below for information see below see below for information see below see below for information see below
Southern Rock Insurance Company Limited No Group 49% see below for information see below see below for information see below 49% see below for information see below see below for information see below see below for information see below
St Andrew's Insurance plc Lloyds 43% see below for information see below see below for information see below 43% see below for information see below see below for information see below see below for information see below
St. James's Place Wealth Management Plc St James Place 24% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Standard Life Assurance Limited Standard Life 18% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below 17%
Stonebridge International Insurance Ltd No Group 63% see below for information see below see below for information see below 59% see below for information see below see below for information see below see below for information see below
Sun Life Assurance Company of Canada (U.K.) Limited No Group 23% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below 23%
Swift Advances Plc No Group 45% 45% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Swinton Group Ltd No Group 40% see below for information see below see below for information see below 40% see below for information see below see below for information see below see below for information see below
Tesco Personal Finance PLC Tesco Personal Finance 59% 49% see below for information see below 45% 77% see below for information see below see below for information see below
Tesco Underwriting Limited Ageas Insurance Limited 42% see below for information see below see below for information see below 42% see below for information see below see below for information see below see below for information see below
The Carphone Warehouse Ltd No Group 73% see below for information see below see below for information see below 73% see below for information see below see below for information see below see below for information see below
The Co-operative Bank Plc CO-OP 38% 32% 25% see below for information see below 67% see below for information see below see below for information see below
The Funding Corporation Limited No Group 60% see below for information see below see below for information see below see below for information see below 61% see below for information see below see below for information see below
The Governor and Company of the Bank of Ireland Bank of Ireland 19% see below for information see below 8% see below for information see below see below for information see below see below for information see below see below for information see below
The Mortgage Business Plc Lloyds 38% see below for information see below 37% see below for information see below see below for information see below see below for information see below see below for information see below
The Mortgage Matters Partnership No Group 3% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
The Mortgage Works (UK) Plc Nationwide 17% see below for information see below 18% see below for information see below see below for information see below see below for information see below see below for information see below
The National Farmers' Union Mutual Insurance Society Limited National Farmers Union Mutual Society Limited 41% see below for information see below see below for information see below 40% see below for information see below see below for information see below see below for information see below
The Prudential Assurance Company Limited Prudential PLC 17% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below 18%
The Royal Bank of Scotland Plc Royal Bank Of Scotland 44% 48% 26% 24% 47% 21% see below for information see below
The Royal London Mutual Insurance Society Limited Royal London Group 22% see below for information see below see below for information see below 35% see below for information see below see below for information see below 19%
The Society of Lloyd's No Group 50% see below for information see below see below for information see below 49% see below for information see below see below for information see below see below for information see below
UK Car Group Limited No Group 30% see below for information see below see below for information see below see below for information see below 29% see below for information see below see below for information see below
UK Insurance Limited Royal Bank Of Scotland 52% see below for information see below see below for information see below 52% see below for information see below see below for information see below see below for information see below
Ulster Bank Ltd Royal Bank Of Scotland 65% 64% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Unum Ltd Unum Limited 71% see below for information see below see below for information see below 71% see below for information see below see below for information see below see below for information see below
Vanquis Bank Limited No Group 5% 5% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Virgin Money plc Virgin Money 27% 31% 25% see below for information see below see below for information see below see below for information see below see below for information see below
Volkswagen Financial Services (UK) Limited No Group 53% 54% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Welcome Financial Services Limited CATTLES 60% 37% see below for information see below see below for information see below 81% see below for information see below see below for information see below
Welcome Loans Limited No Group 100% 100% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
West Bromwich Building Society West Bromwich Group 16% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Wonga.Com Limited No Group 58% 58% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Yorkshire Building Society Yorkshire 15% 24% 12% see below for information see below 13% see below for information see below see below for information see below
Zenith Insurance plc No Group 52% see below for information see below see below for information see below 52% see below for information see below see below for information see below see below for information see below
Zurich Assurance Ltd Zurich 17% see below for information see below see below for information see below 16% see below for information see below 17% 17%
Zurich Insurance PLC Zurich 42% see below for information see below see below for information see below 42% see below for information see below see below for information see below see below for information see below

This table shows the percentage of cases the ombudsman service resolved in the six-month period from 1 July to 31 December 2012 – that resulted in a change in outcome in favour of the consumer (comparing the financial business's response to the consumer's complaint and the final outcome after our involvement).

see below for informationWhere no data is shown, either there were no cases or there were fewer than 30 cases and the percentage would not be statistically meaningful.

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.