complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 01 Jul to 31 Dec 2017. 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 Jul to 31 Dec 2017. 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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sorting tables by different headings
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business name
business group
% resolved in favour of consumer
(average for all businesses = 34%)
% resolved in favour of consumer – by complaint category
(and average figure for all businesses – for comparison)
banking and credit
(average for all businesses = 32%)
mortgages and home finance
(average for all businesses = 24%)
general insurance
(excluding PPI)
(average for all businesses = 30%)
PPI
(average for all businesses = 37%)
Plevin
(total for all businesses = 47751)
investments
(average for all businesses = 29%)
life & pensions and decumulation
(average for all businesses = 27%)
Abbey Life Assurance Company Limited No Group 20% 0% 0% 0% 0% 0 0% 14%
Acromas Insurance Company Limited No Group 31% 0% 0% 31% 0% 0 0% 0%
Active Securities Limited No Group 70% 70% 0% 0% 0% 0 0% 0%
Admiral Insurance Company Limited ADMIRAL GROUP 28% 0% 0% 28% 0% 0 0% 0%
Advanced Payment Solutions Limited No Group 41% 41% 0% 0% 0% 0 0% 0%
Advantage Finance Ltd No Group 39% 39% 0% 0% 0% 0 0% 0%
Advantage Insurance Company Limited No Group 34% 0% 0% 34% 0% 0 0% 0%
Ageas Insurance Limited AGEAS 33% 0% 0% 33% 0% 0 0% 0%
Ageas Retail Limited AGEAS 30% 0% 0% 30% 0% 0 0% 0%
AIB Group (UK) Plc No Group 16% 10% 0% 0% 24% 35 0% 0%
Ald Automotive Limited No Group 33% 33% 0% 0% 0% 0 0% 0%
Alliance Trust Savings Limited No Group 66% 0% 0% 0% 0% 0 72% 0%
Allianz Insurance Plc No Group 20% 0% 0% 32% 15% 0 0% 0%
American Express Services Europe Limited No Group 63% 20% 0% 0% 97% 0 0% 0%
Amigo Loans Ltd No Group 32% 32% 0% 0% 0% 0 0% 0%
Amtrust Europe Limited No Group 31% 0% 0% 31% 0% 0 0% 0%
Amtrust International Underwriters DAC No Group 38% 0% 0% 39% 0% 0 0% 0%
Arnold Clark Automobiles Limited No Group 12% 0% 0% 0% 6% 0 0% 0%
Arrow Global Limited No Group 33% 38% 0% 0% 0% 0 0% 0%
Arval UK Limited No Group 45% 45% 0% 0% 0% 0 0% 0%
Assurant General Insurance Limited No Group 37% 0% 0% 37% 50% 0 0% 0%
Asurion Europe Limited No Group 43% 0% 0% 43% 0% 0 0% 0%
Automobile Association Insurance Services Limited No Group 32% 0% 0% 32% 0% 0 0% 0%
Avantcredit Of Uk, Llc No Group 45% 45% 0% 0% 0% 0 0% 0%
Aviva Insurance Limited AVIVA 77% 0% 0% 32% 96% 0 0% 0%
Aviva Life & Pensions UK Limited AVIVA 20% 0% 0% 0% 0% 0 16% 23%
AXA Insurance UK Plc AXA 36% 0% 0% 36% 67% 0 0% 0%
AXA PPP Healthcare Limited AXA 28% 0% 0% 28% 0% 0 0% 0%
Bank of Ireland (UK) Plc BANK OF IRELAND 35% 37% 19% 0% 53% 0 0% 0%
Bank of Scotland Plc LLOYDS 23% 11% 17% 17% 26% 3885 5% 0%
Barclays Bank Plc BARCLAYS (GS) 36% 29% 23% 29% 43% 13681 52% 10%
Be Wiser Insurance Services Ltd No Group 35% 0% 0% 35% 0% 0 0% 0%
BISL Limited No Group 29% 0% 0% 29% 0% 0 0% 0%
Black Horse Limited LLOYDS 37% 24% 0% 0% 63% 308 0% 0%
BMW Financial Services (GB) Limited No Group 30% 28% 0% 0% 0% 0 0% 0%
Bradford & Bingley Plc UK ASSET RESOLUTION 7% 0% 0% 0% 5% 0 0% 0%
British Gas Insurance Limited No Group 41% 0% 0% 41% 0% 0 0% 0%
British Gas Services Limited No Group 52% 0% 0% 53% 0% 0 0% 0%
BUPA Insurance Limited BUPA 26% 0% 0% 26% 0% 0 0% 0%
Cabot Credit Management Group Limited No Group 15% 15% 0% 0% 0% 0 0% 0%
Calpe Insurance Company Limited No Group 29% 0% 0% 29% 0% 0 0% 0%
Canada Square Operations Limited CITI - EMEA GROUP 26% 0% 0% 0% 26% 0 0% 0%
Capital One (Europe) plc No Group 57% 23% 0% 0% 60% 0 0% 0%
Cash On Go Limited No Group 44% 44% 0% 0% 0% 0 0% 0%
Casheuronet UK LLC No Group 72% 72% 0% 0% 0% 0 0% 0%
Caversham Finance Limited No Group 40% 44% 0% 0% 0% 0 0% 0%
Cheltenham & Gloucester plc LLOYDS 14% 0% 0% 0% 14% 237 0% 0%
Cheque Centres Limited No Group 82% 83% 0% 0% 0% 0 0% 0%
CHUBB European Group Limited No Group 64% 0% 0% 63% 0% 0 0% 0%
CIS General Insurance Limited No Group 17% 0% 0% 18% 0% 0 0% 0%
Citibank Europe plc No Group 32% 34% 0% 0% 0% 0 0% 0%
Close Brothers Limited No Group 37% 40% 0% 0% 0% 0 0% 0%
Clydesdale Bank Plc No Group 63% 14% 16% 0% 90% 0 0% 0%
Clydesdale Financial Services Limited BARCLAYS (GS) 31% 30% 0% 0% 0% 0 0% 0%
Connells Limited SKIPTON GROUP 28% 0% 0% 0% 15% 0 0% 0%
Countrywide Assured Plc No Group 14% 0% 0% 0% 0% 0 0% 0%
Countrywide Principal Services Limited No Group 22% 0% 0% 0% 25% 0 0% 0%
Covea Insurance plc No Group 24% 0% 0% 23% 40% 0 0% 0%
Coventry Building Society No Group 0% 0% 0% 0% 0% 0 0% 0%
Creation Consumer Finance Ltd No Group 52% 48% 0% 0% 85% 0 0% 0%
Creation Financial Services Limited No Group 37% 36% 0% 0% 75% 0 0% 0%
CURO TRANSATLANTIC LIMITED No Group 55% 55% 0% 0% 0% 0 0% 0%
DAS Legal Expenses Insurance Company Limited No Group 37% 0% 0% 37% 0% 0 0% 0%
DFS Trading Limited No Group 63% 0% 0% 0% 64% 0 0% 0%
DJS (UK) Limited No Group 40% 40% 0% 0% 0% 0 0% 0%
Domestic & General Insurance Plc No Group 36% 0% 0% 36% 0% 0 0% 0%
DSG Retail Limited No Group 79% 0% 0% 0% 0% 0 0% 0%
Elderbridge Limited No Group 46% 0% 46% 0% 0% 0 0% 0%
Eldon Insurance Services Ltd No Group 24% 0% 0% 24% 0% 0 0% 0%
Elevate Credit International Limited No Group 56% 56% 0% 0% 0% 0 0% 0%
Elite Insurance Company Limited No Group 49% 0% 0% 49% 0% 0 0% 0%
Equifax Limited No Group 18% 18% 0% 0% 0% 0 0% 0%
esure Insurance Limited No Group 17% 0% 0% 17% 0% 0 0% 0%
EUI Limited ADMIRAL GROUP 19% 0% 0% 19% 0% 0 0% 0%
Europa Group Limited No Group 33% 0% 0% 33% 0% 0 0% 0%
Europaische Reiseversicherung AG No Group 46% 0% 0% 46% 0% 0 0% 0%
Experian Limited No Group 41% 41% 0% 0% 0% 0 0% 0%
Express Finance (Bromley) Limited No Group 69% 69% 0% 0% 0% 0 0% 0%
Express Gifts Ltd No Group 23% 24% 0% 0% 0% 0 0% 0%
FCA Automotive Services UK Ltd No Group 31% 31% 0% 0% 0% 0 0% 0%
FCE Bank Plc No Group 42% 42% 0% 0% 0% 0 0% 0%
Financial Insurance Company Limited No Group 30% 0% 0% 0% 30% 0 0% 0%
First Central Insurance Management Ltd No Group 39% 0% 0% 39% 0% 0 0% 0%
First Rate Exchange Services Ltd No Group 36% 36% 0% 0% 0% 0 0% 0%
First Response Finance Ltd No Group 43% 41% 0% 0% 0% 0 0% 0%
FirstRand Bank Limited No Group 44% 43% 0% 0% 40% 0 0% 0%
Friends Life and Pensions Limited AVIVA 29% 0% 0% 0% 0% 0 0% 0%
Friends Life Limited AVIVA 25% 0% 0% 16% 0% 0 0% 36%
Great Lakes Insurance SE No Group 27% 0% 0% 26% 50% 0 0% 0%
Halifax Share Dealing Limited LLOYDS 10% 0% 0% 0% 0% 0 10% 0%
Hargreaves Lansdown Asset Management Limited No Group 22% 0% 0% 0% 0% 0 0% 0%
Hastings Insurance Services Limited No Group 32% 0% 0% 32% 0% 0 0% 0%
HFC Bank Limited HSBC (GS) 82% 0% 0% 0% 82% 0 0% 0%
Hitachi Capital (UK) Plc No Group 23% 23% 0% 0% 0% 0 0% 0%
Home Retail Group Card Services Limited No Group 27% 27% 0% 0% 0% 0 0% 0%
Home Retail Group Insurance Services Limited No Group 21% 0% 0% 0% 21% 0 0% 0%
Horizon Insurance Company Limited No Group 29% 0% 0% 29% 0% 0 0% 0%
HSBC Bank plc HSBC (GS) 35% 24% 21% 12% 48% 0 37% 0%
Hyperformance Ltd No Group 25% 0% 0% 25% 0% 0 0% 0%
IGO4 Limited No Group 49% 0% 0% 48% 0% 0 0% 0%
Indigo Michael Limited No Group 61% 61% 0% 0% 0% 0 0% 0%
Instant Cash Loans Limited No Group 51% 52% 0% 0% 0% 0 0% 0%
Insurance Factory Ltd No Group 53% 0% 0% 53% 0% 0 0% 0%
Inter Partner Assistance SA No Group 44% 0% 0% 44% 0% 0 0% 0%
J D Williams & Company Limited No Group 35% 30% 0% 0% 86% 0 0% 0%
John Lewis Financial Services Limited HSBC (GS) 49% 50% 0% 0% 0% 0 0% 0%
Kapama Limited No Group 63% 63% 0% 0% 0% 0 0% 0%
Kensington Mortgage Company Limited No Group 25% 0% 25% 0% 0% 0 0% 0%
LeasePlan UK Limited No Group 23% 23% 0% 0% 0% 0 0% 0%
Leeds Building Society No Group 25% 0% 0% 0% 19% 0 0% 0%
Legal & General Insurance Limited LEGAL & GENERAL 38% 0% 0% 39% 0% 0 0% 0%
Legal & General Partnership Services Limited LEGAL & GENERAL 13% 0% 0% 0% 20% 0 0% 0%
Legal and General Assurance Society Limited LEGAL & GENERAL 6% 0% 0% 5% 0% 0 0% 7%
Lending Stream Llc No Group 55% 55% 0% 0% 0% 0 0% 0%
Lex Autolease Limited No Group 22% 22% 0% 0% 0% 0 0% 0%
Liberty Mutual Insurance Europe Limited No Group 41% 0% 0% 41% 0% 0 0% 0%
Link Financial Outsourcing Limited No Group 21% 22% 0% 0% 0% 0 0% 0%
Liverpool Victoria Friendly Society Limited LIVERPOOL VICTORIA GROUP 18% 0% 0% 0% 0% 0 0% 0%
Liverpool Victoria Insurance Company Limited LIVERPOOL VICTORIA GROUP 21% 0% 0% 21% 0% 0 0% 0%
Lloyds Bank General Insurance Limited LLOYDS 36% 0% 0% 33% 0% 0 0% 0%
Lloyds Bank PLC LLOYDS 30% 16% 15% 16% 34% 15269 17% 0%
London General Insurance Company Limited No Group 26% 0% 0% 27% 0% 0 0% 0%
Lowell Financial Ltd No Group 14% 14% 0% 0% 0% 0 0% 0%
Madison CF UK Limited No Group 15% 15% 0% 0% 0% 0 0% 0%
Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. No Group 47% 0% 0% 47% 0% 0 0% 0%
Markerstudy Insurance Company Limited No Group 22% 0% 0% 22% 0% 0 0% 0%
Marks & Spencer Financial Services plc HSBC (GS) 38% 20% 0% 0% 65% 0 0% 0%
MBNA Limited BANK OF AMERICA MERRILL LYNCH GROUP 48% 11% 0% 0% 54% 6679 0% 0%
MEM Consumer Finance Limited No Group 66% 67% 0% 0% 33% 0 0% 0%
Mercedes-Benz Financial Services UK Limited No Group 39% 39% 0% 0% 0% 0 0% 0%
Metro Bank PLC No Group 25% 25% 0% 0% 0% 0 0% 0%
Moneybarn No. 1 Limited No Group 34% 34% 0% 0% 0% 0 0% 0%
MoneyGram International Limited No Group 9% 9% 0% 0% 0% 0 0% 0%
Mortgage Express UK ASSET RESOLUTION 32% 0% 32% 0% 0% 0 0% 0%
Motormile Finance UK Limited No Group 39% 39% 0% 0% 0% 0 0% 0%
MYJAR Limited No Group 53% 53% 0% 0% 0% 0 0% 0%
National House-Building Council No Group 27% 0% 0% 27% 0% 0 0% 0%
National Savings and Investments No Group 17% 17% 0% 0% 0% 0 0% 0%
National Westminster Bank Plc THE ROYAL BANK OF SCOTLAND GROUP 28% 26% 30% 8% 40% 3248 19% 0%
Nationwide Building Society NATIONWIDE 12% 27% 23% 0% 4% 225 27% 0%
Newcastle Building Society No Group 9% 0% 0% 0% 7% 0 0% 0%
NewDay Ltd No Group 46% 43% 0% 0% 81% 0 0% 0%
Northern Bank Limited No Group 27% 16% 0% 0% 31% 0 0% 0%
NRAM Limited No Group 33% 0% 30% 0% 0% 0 0% 0%
NRAM plc No Group 31% 0% 25% 0% 42% 0 0% 0%
One Call Insurance Services Limited No Group 27% 0% 0% 27% 0% 0 0% 0%
Openwork Limited OPENWORK 47% 0% 0% 0% 50% 0 0% 0%
Paragon Finance Plc No Group 31% 0% 0% 0% 0% 0 0% 0%
PayPal Europe Sarl & Cie, SCA No Group 22% 22% 0% 0% 0% 0 0% 0%
PDL Finance Limited No Group 53% 53% 0% 0% 0% 0 0% 0%
Pepper (UK) Limited No Group 11% 0% 11% 0% 0% 0 0% 0%
Phoenix Life Assurance Limited PHOENIX GROUP 15% 0% 0% 0% 0% 0 0% 16%
Phoenix Life Limited PHOENIX GROUP 15% 0% 0% 10% 0% 0 14% 17%
Pinnacle Insurance Plc No Group 31% 0% 0% 28% 40% 0 0% 0%
PRA Group (UK) Limited No Group 15% 13% 0% 0% 0% 0 0% 0%
Provident Personal Credit Limited No Group 34% 34% 0% 0% 0% 0 0% 0%
PSA Finance UK Limited No Group 31% 32% 0% 0% 17% 0 0% 0%
R. Raphael & Sons Plc No Group 58% 57% 0% 0% 67% 0 0% 0%
RAC Insurance Limited No Group 39% 0% 0% 39% 0% 0 0% 0%
RCI Financial Services Limited No Group 52% 51% 0% 0% 0% 0 0% 0%
ReAssure Limited No Group 18% 0% 0% 13% 0% 0 0% 18%
Red Sands Insurance Company (Europe) Limited No Group 34% 0% 0% 34% 0% 0 0% 0%
Royal & Sun Alliance Insurance Plc RSA INSURANCE UK 24% 0% 0% 24% 0% 0 0% 0%
Sabre Insurance Company Limited No Group 28% 0% 0% 28% 0% 0 0% 0%
Saga Services Limited No Group 34% 0% 0% 35% 0% 0 0% 0%
Sainsbury's Bank Plc No Group 22% 21% 0% 0% 0% 0 0% 0%
Santander Cards UK Limited SANTANDER UK 38% 0% 0% 0% 41% 128 0% 0%
Santander Consumer (UK) Plc SANTANDER UK 38% 39% 0% 0% 0% 0 0% 0%
Santander UK Plc SANTANDER UK 26% 25% 27% 14% 29% 344 28% 0%
Scottish Equitable Plc AEGON GROUP 18% 0% 0% 0% 0% 0 0% 21%
Scottish Friendly Assurance Society Limited No Group 37% 0% 0% 0% 0% 0 0% 0%
Scottish Widows Limited LLOYDS 13% 0% 0% 0% 0% 0 0% 17%
Secure Trust Bank Plc No Group 31% 28% 0% 0% 0% 0 0% 0%
Sesame Limited AVIVA 30% 0% 0% 0% 0% 0 0% 0%
Shawbrook Bank Limited No Group 49% 52% 0% 0% 0% 0 0% 0%
Shop Direct Finance Company Limited No Group 73% 53% 0% 0% 88% 0 0% 0%
Skipton Building Society SKIPTON GROUP 16% 0% 0% 0% 11% 0 0% 0%
Skyfire Insurance Company Limited No Group 43% 0% 0% 43% 0% 0 0% 0%
Southern Rock Insurance Company Limited No Group 26% 0% 0% 26% 0% 0 0% 0%
St Andrew's Insurance plc LLOYDS 40% 0% 0% 27% 41% 50 0% 0%
St. James's Place Wealth Management Plc ST JAMES PLACE 29% 0% 0% 0% 0% 0 0% 0%
Standard Life Assurance Limited STANDARD LIFE 22% 0% 0% 0% 0% 0 0% 25%
Startline Motor Finance Limited No Group 42% 42% 0% 0% 0% 0 0% 0%
Stonebridge International Insurance Ltd No Group 61% 0% 0% 61% 0% 0 0% 0%
Sun Life Assurance Company of Canada (U.K.) Limited No Group 29% 0% 0% 0% 0% 0 0% 24%
Swinton Group Ltd No Group 37% 0% 0% 37% 0% 0 0% 0%
Telefonica Insurance S.A. No Group 58% 0% 0% 58% 0% 0 0% 0%
Telefonica UK Limited No Group 47% 47% 0% 0% 0% 0 0% 0%
Tesco Personal Finance PLC TESCO PERSONAL FINANCE 27% 20% 0% 28% 55% 0 0% 0%
Tesco Underwriting Limited AGEAS 29% 0% 0% 29% 0% 0 0% 0%
The Car Finance Company (2007) Ltd No Group 36% 35% 0% 0% 0% 0 0% 0%
The Co-operative Bank Plc No Group 27% 22% 26% 0% 35% 2 0% 0%
The Mortgage Works (UK) Plc NATIONWIDE 25% 0% 24% 0% 0% 0 0% 0%
The National Farmers' Union Mutual Insurance Society Limited No Group 12% 0% 0% 12% 0% 0 0% 0%
The Prudential Assurance Company Limited PRUDENTIAL PLC 14% 0% 0% 0% 13% 0 14% 14%
The Royal Bank of Scotland Plc THE ROYAL BANK OF SCOTLAND GROUP 40% 27% 32% 0% 56% 3567 32% 0%
The Royal London Mutual Insurance Society Limited ROYAL LONDON GROUP 16% 0% 0% 15% 0% 0 13% 19%
The Society of Lloyd's No Group 33% 0% 0% 34% 0% 0 0% 0%
Towergate Underwriting Group Limited No Group 50% 0% 0% 50% 0% 0 0% 0%
TSB Bank plc No Group 22% 22% 27% 0% 0% 0 0% 0%
UK Insurance Limited DIRECT LINE GROUP 22% 0% 0% 22% 50% 0 0% 0%
Ulster Bank Ltd THE ROYAL BANK OF SCOTLAND GROUP 43% 36% 0% 0% 82% 99 0% 0%
Uncle Buck Finance LLP No Group 45% 45% 0% 0% 0% 0 0% 0%
Union Reiseversicherung AG No Group 39% 0% 0% 39% 0% 0 0% 0%
Unum Ltd No Group 50% 0% 0% 50% 0% 0 0% 0%
Vanquis Bank Limited No Group 33% 33% 0% 0% 0% 0 0% 0%
Vauxhall Finance plc No Group 30% 30% 0% 0% 0% 0 0% 0%
Virgin Money plc No Group 20% 20% 0% 0% 0% 0 0% 0%
Vitality Health Limited No Group 31% 0% 0% 31% 0% 0 0% 0%
Volkswagen Financial Services (UK) Limited No Group 22% 22% 0% 0% 0% 0 0% 0%
WDFC UK Limited No Group 53% 53% 0% 0% 0% 0 0% 0%
Welcome Financial Services Limited No Group 31% 0% 0% 0% 33% 0 0% 0%
West Bromwich Building Society No Group 24% 0% 0% 0% 21% 0 0% 0%
Wirecard Card Solutions Limited No Group 48% 48% 0% 0% 0% 0 0% 0%
WorldPay (UK) Limited No Group 41% 41% 0% 0% 0% 0 0% 0%
Yorkshire Building Society YORKSHIRE 8% 14% 14% 0% 6% 0 0% 0%
Zenith Insurance plc No Group 32% 0% 0% 32% 0% 0 0% 0%
Zurich Assurance Ltd No Group 19% 0% 0% 6% 0% 0 0% 22%
Zurich Insurance PLC No Group 16% 0% 0% 16% 0% 0 0% 0%

This table shows the percentage of cases the ombudsman service resolved in the six-month period from 01 Jul to 31 Dec 2017 – 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).

As set out in our feedback statement on complaints data publication, we will not be reporting the outcome of certain complaints that fall under the scope of the FCA’s rules and guidance on Plevin vs Paragon Personal Finance Ltd. This exception applies to complaints that were received by our service by 29 August 2017 and resolved by 30 June 2018. Instead these complaints will be reported by volume only.

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.