complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 1 July to 31 December 2013. 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 2013. Complaints relating to these businesses made up around 95% of the total number of cases handled by the ombudsman service in this period.

Any questions? See our special FAQs for more details on our complaints data.

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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 = 51%)
% resolved in favour of consumer – by complaint category
(and average figure for all businesses – for comparison)
banking and credit
(average for all businesses = 38%)
mortgages and home finance
(average for all businesses = 30%)
general insurance
(excluding PPI)
(average for all businesses = 40%)
PPI
(average for all businesses = 56%)
investments
(average for all businesses = 42%)
life & pensions and decumulation
(average for all businesses = 27%)
Financial Insurance Company Limited No Group 94% see below for information see below 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
CT Capital PLC No Group 93% see below for information see below see below for information see below see below for information see below 93% see below for information see below see below for information see below
NEO Media 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
Progressive Credit Limited No Group 93% 55% 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
Unum Ltd Unum Limited 87% see below for information see below see below for information see below 87% see below for information see below see below for information see below see below for information see below
Pinnacle Insurance Plc Cardiff Pinnacle 83% see below for information see below see below for information see below 55% 91% see below for information see below see below for information see below
The Funding Corporation Limited No Group 83% 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
Express Gifts Ltd No Group 79% see below for information see below see below for information see below see below for information see below 93% see below for information see below see below for information see below
Sterling Insurance Company Limited No Group 78% see below for information see below see below for information see below see below for information see below 86% see below for information see below see below for information see below
Barclays Bank Plc Barclays 77% 50% 46% 50% 81% 60% 27%
MBNA Limited MBNA 77% 27% see below for information see below 96% 80% see below for information see below see below for information see below
Be Wiser Insurance Services Ltd No Group 76% see below for information see below see below for information see below 76% see below for information see below see below for information see below see below for information see below
Ocean Finance and Mortgages Limited No Group 75% see below for information see below see below for information see below see below for information see below 78% see below for information see below see below for information see below
Legal & General Partnership Services Limited Legal & General 74% see below for information see below see below for information see below 15% 89% see below for information see below see below for information see below
Black Horse Limited Lloyds 73% 45% 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
Assurant General Insurance Limited No Group 69% see below for information see below see below for information see below 56% 84% see below for information see below see below for information see below
J D Williams & Company Limited No Group 68% 62% 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 67% 47% see below for information see below see below for information see below 69% see below for information see below see below for information see below
TD Direct Investing (Europe) 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 66% see below for information see below
Union Reiseversicherung AG 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
Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. No Group 62% see below for information see below see below for information see below 62% see below for information see below see below for information see below see below for information see below
WDFC UK Limited No Group 62% 62% 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
Shop Direct Finance Company Limited Shop Direct Group 61% 59% 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
Welcome Financial Services Limited No Group 59% 42% see below for information see below see below for information see below 78% see below for information see below see below for information see below
Domestic & General Insurance Plc Domestic & General Insurance PLC 58% see below for information see below 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
Creation Financial Services Limited No Group 56% 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
FirstRand Bank Limited No Group 56% 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
Homecare Insurance Limited No Group 56% see below for information see below 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
Inter Partner Assistance SA 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
Loans.co.uk Ltd MBNA 56% see below for information see below 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
Allianz Insurance Plc Allianz Insurance 55% see below for information see below see below for information see below 38% 63% see below for information see below see below for information see below
Halifax Insurance Ireland Ltd Lloyds 55% see below for information see below 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
TenetConnect Limited No Group 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 see below for information see below
Aviva Insurance Limited AVIVA 54% see below for information see below see below for information see below 41% 75% see below for information see below see below for information see below
Lloyds Bank PLC Lloyds 54% 26% 29% 9% 59% 21% 24%
Positive Solutions (Financial Services) Limited Aegon Group 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 63% see below for information see below
Brightside Insurance Services Limited No Group 53% see below for information see below see below for information see below 53% see below for information see below see below for information see below see below for information see below
Citibank International plc Citibank 53% 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
GE Money Consumer Lending Limited General Electric 53% 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
Hastings Insurance Services Ltd No Group 53% see below for information see below see below for information see below 53% see below for information see below see below for information see below see below for information see below
IGO4 Limited No Group 53% see below for information see below see below for information see below 53% see below for information see below see below for information see below see below for information see below
International Insurance Company of Hannover Plc No Group 53% see below for information see below see below for information see below 53% see below for information see below see below for information see below see below for information see below
Markerstudy Insurance Company Limited No Group 53% see below for information see below see below for information see below 53% see below for information see below see below for information see below see below for information see below
Octagon Insurance Company Limited No Group 53% see below for information see below see below for information see below 53% see below for information see below see below for information see below see below for information see below
Amtrust Europe Limited 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
Ageas Insurance Limited Ageas Insurance Limited 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
London General Insurance Company Limited No Group 50% 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
PTI Insurance Company Limited 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
St Andrew's Insurance plc Lloyds 50% see below for information see below see below for information see below 46% 65% see below for information see below see below for information see below
Zenith Insurance plc 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
Amtrust International Underwriters Ltd 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
Firstplus Financial Group Plc Barclays 49% 19% 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
GICL 2013 Limited Ageas Insurance Limited 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
National House-Building Council 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
Sygma Banque No Group 49% 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
Tesco Underwriting Limited Ageas Insurance Limited 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
The Society of Lloyd's No Group 48% 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
CIS General Insurance Limited CO-OP 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
Southern Pacific Mortgage Limited No Group 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 see below for information see below
Towergate Underwriting Group Limited No Group 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 see below for information see below
American Express Services Europe Limited No Group 46% 39% 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
Creation Consumer Finance Ltd No Group 46% 48% 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
HSBC Bank plc HSBC 46% 28% 35% 13% 54% 50% 33%
RCI Financial Services Limited No Group 46% 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
Sabre Insurance Company Limited No Group 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
The Mortgage Matters Partnership No Group 46% 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
Volkswagen Financial Services (UK) Limited No Group 46% 46% 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
ACE European Group Limited No Group 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
Barclays Insurance (Dublin) Limited No Group 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 see below for information see below
Ulster Bank Ltd Royal Bank Of Scotland 45% 50% see below for information see below see below for information see below 39% see below for information see below see below for information see below
AXA Insurance UK Plc AXA 44% see below for information see below see below for information see below 44% 43% see below for information see below see below for information see below
Home Retail Group Card Services Limited No Group 44% 41% 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
Marks & Spencer Financial Services plc HSBC 44% 38% 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
UK Insurance Limited Direct Line 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
Acromas Insurance Company Limited No Group 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
Bank of Scotland Plc Lloyds 43% 27% 34% 60% 44% 35% 32%
British Gas Insurance Limited No Group 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
Lloyds Bank General Insurance Limited Lloyds 42% see below for information see below see below for information see below 33% 65% see below for information see below see below for information see below
UK General Insurance (Ireland) Limited No Group 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
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
Automobile Association Insurance Services Limited No Group 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
AXA PPP Healthcare Limited AXA 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
FGA Capital UK Limited No Group 41% 36% 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
Advantage Insurance Company Limited 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
BUPA Insurance Limited BUPA 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
DAS Legal Expenses Insurance Company Limited 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
Hitachi Capital (UK) Plc No Group 40% 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
National Westminster Bank Plc Royal Bank Of Scotland 40% 45% 33% 37% 36% 36% see below for information see below
Santander Cards UK Limited Santander UK 40% 37% 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
Santander UK Plc Santander UK 40% 43% 29% 28% 41% 43% 31%
St. James's Place Wealth Management Plc St James Place 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 50% see below for information see below
Catlin Insurance Company (UK) Ltd No Group 39% see below for information see below see below for information see below 39% see below for information see below see below for information see below see below for information see below
DFS Trading Limited No Group 39% see below for information see below see below for information see below see below for information see below 39% see below for information see below see below for information see below
Interactive Investor Trading Limited No Group 39% 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
American Express Insurance Services Europe Limited No Group 38% see below for information see below 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
BISL Limited No Group 38% 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
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
ACF Car Finance Limited No Group 37% see below for information see below 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
BMW Financial Services (GB) Limited No Group 37% 38% 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
GMAC UK Plc No Group 37% 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 see below for information see below
Home Retail Group Insurance Services Limited No Group 37% see below for information see below see below for information see below see below for information see below 37% see below for information see below see below for information see below
Liverpool Victoria Insurance Company Limited Liverpool Victoria Group 37% see below for information see below 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
The National Farmers' Union Mutual Insurance Society Limited National Farmers Union Mutual Society Limited 37% see below for information see below 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
Close Motor Finance Limited No Group 36% 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
UK Car Group Limited No Group 36% see below for information see below 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
R. Raphael & Sons Plc No Group 35% 36% 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 35% 38% see below for information see below see below for information see below 23% see below for information see below see below for information see below
Swinton Group Ltd No Group 35% 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 see below for information see below
AIG Europe Limited No 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
Kensington Mortgage Company Limited No Group 34% 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 see below for information see below
Lloyds Bank Insurance Services Limited Lloyds 34% see below for information see below see below for information see below 21% see below for information see below see below for information see below see below for information see below
Northern Bank Limited No Group 34% see below for information see below 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
Red Sands Insurance Company (Europe) Limited No Group 34% 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
Wesleyan Assurance Society No Group 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 see below for information see below see below for information see below
Halifax General Insurance Services Limited Lloyds 33% 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
National Savings and Investments No Group 33% 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 see below for information see below
The Royal Bank of Scotland Plc Royal Bank Of Scotland 33% 44% 34% 19% 31% 33% see below for information see below
Admiral Insurance Company Limited Admiral Group 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
Covea Insurance plc No Group 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
Endsleigh Insurance Services Ltd Zurich 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
Nemo Personal Finance Limited Principality 32% 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
Royal & Sun Alliance Insurance Plc Royal & Sun Alliance 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
Saga Services Limited No Group 32% 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
Great Lakes Reinsurance (UK) Plc 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
Scottish Equitable Plc Aegon Group 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 see below for information see below 34%
Banque PSA Finance No Group 30% 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 see below for information see below
Blemain Finance Limited No Group 30% 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
Canada Life Limited Canada Life 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 25%
Clydesdale Financial Services Limited Barclays 30% 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
esure Insurance Limited ESURE 30% see below for information see below see below for information see below 30% see below for information see below see below for information see below see below for information see below
Friends Life Company Limited Friends Provident 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 see below for information see below
Friends Life Services Limited Friends Provident 30% see below for information see below see below for information see below 39% see below for information see below see below for information see below 28%
Friends Life WL Limited Friends Provident 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 33%
Legal & General Insurance Limited Legal & General 30% see below for information see below see below for information see below 33% 18% see below for information see below see below for information see below
Northern Rock (Asset Management) plc UK Asset Resolution 30% 40% 33% see below for information see below 23% see below for information see below see below for information see below
AIB Group (UK) Plc No Group 29% 22% 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
Aviva Life & Pensions UK Limited AVIVA 29% 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 28%
Card Protection Plan Ltd No Group 29% 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
Liverpool Victoria Friendly Society Limited Liverpool Victoria Group 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 16%
Openwork Limited Zurich 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 see below for information see below
Royal London (CIS) Limited No Group 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 26%
First Response Finance Ltd No Group 26% 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 see below for information see below
Sesame Limited Friends Provident 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 29%
Countrywide Principal Services Limited No Group 25% see below for information see below 23% 33% see below for information see below see below for information see below see below for information see below
Friends Life Limited Friends Provident 25% 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 25%
GE Money Home Lending Limited General Electric 25% see below for information see below 26% see below for information see below 24% see below for information see below see below for information see below
Mortgage Express UK Asset Resolution 25% see below for information see below 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
Pendragon Finance and Insurance Services Limited No Group 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 see below for information see below see below for information see below
ReAssure Limited SWISS RE 25% 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 25%
Aviva Health UK Limited AVIVA 24% see below for information see below see below for information see below 24% see below for information see below see below for information see below see below for information see below
Clydesdale Bank Plc National Australia Group 24% 34% 34% 27% 22% see below for information see below see below for information see below
Provident Personal Credit Limited No Group 24% 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
British Credit Trust Holdings Ltd No Group 23% see below for information see below see below for information see below see below for information see below 23% see below for information see below see below for information see below
Sainsbury's Bank Plc Sainsburys Bank 23% 20% 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
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 21%
The Co-operative Bank Plc CO-OP 23% 33% 23% see below for information see below 18% 19% see below for information see below
Virgin Money plc Virgin Money 23% see below for information see below 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
Countrywide Assured Plc No Group 22% see below for information see below see below for information see below 15% see below for information see below see below for information see below 26%
Direct Auto Finance Insurance Services Ltd No Group 22% see below for information see below see below for information see below see below for information see below 23% see below for information see below see below for information see below
Guardian Assurance Limited No Group 22% 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 24%
Platform Home Loans Ltd CO-OP 22% see below for information see below 20% see below for information see below 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 21% 32% 19% see below for information see below 8% see below for information see below see below for information see below
PayPal Sarl & Cie, SCA No Group 21% 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
Standard Life Assurance Limited Standard Life 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 15%
The Royal London Mutual Insurance Society Limited Royal London Group 21% see below for information see below see below for information see below 37% see below for information see below see below for information see below 17%
Zurich Assurance Ltd Zurich 21% 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 21%
Abbey Life Assurance Company Limited No Group 20% 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%
Phoenix Life Limited Phoenix Group 20% see below for information see below see below for information see below 25% see below for information see below see below for information see below 18%
The Governor and Company of the Bank of Ireland Bank of Ireland 20% 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
Aviva Life Services UK Limited AVIVA 19% see below for information see below see below for information see below 11% see below for information see below 36% 23%
Tesco Personal Finance PLC Tesco Personal Finance 19% 36% see below for information see below 29% 15% see below for information see below see below for information see below
The Mortgage Works (UK) Plc Nationwide 19% see below for information see below 20% 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 Square Operations Limited Citibank 18% see below for information see below see below for information see below see below for information see below 15% see below for information see below see below for information see below
Capital One (Europe) plc No Group 18% 17% 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
Legal & General Assurance Society Limited Legal & General 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 18%
Phoenix Life Assurance Limited Phoenix Group 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 17%
The Prudential Assurance Company Limited Prudential PLC 17% see below for information see below see below for information see below 14% see below for information see below 26% 17%
Cheltenham & Gloucester plc Lloyds 16% see below for information see below 16% see below for information see below 16% see below for information see below see below for information see below
Vanquis Bank Limited No Group 15% 15% 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 Stockbrokers Limited Barclays 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 see below for information see below
Connells Limited Skipton Group 14% see below for information see below see below for information see below see below for information see below 12% see below for information see below see below for information see below
Personal Touch Financial Services Ltd No 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
Scottish Widows plc Lloyds 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 14%
Bradford & Bingley Plc UK Asset Resolution 11% 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
Nationwide Building Society Nationwide 10% 30% 27% 20% 5% 38% see below for information see below
Everyday Loans Limited No Group 9% see below for information see below see below for information see below see below for information see below 7% see below for information see below see below for information see below
Leeds Building Society No Group 9% see below for information see below 27% see below for information see below 5% see below for information see below see below for information see below
Decidebloom Limited No Group 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 see below for information see below see below for information see below
Ford Retail Limited No Group 8% see below for information see below 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
GPUK LLP No Group 8% 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 see below for information see below
Skipton Building Society Skipton Group 7% see below for information see below see below for information see below see below for information see below 4% see below for information see below see below for information see below
Stonebridge International Insurance Ltd Aegon Group 7% see below for information see below see below for information see below 5% see below for information see below see below for information see below see below for information see below
WorldPay (UK) Limited No Group 6% 6% 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
Arnold Clark Automobiles Limited No Group 5% see below for information see below see below for information see below see below for information see below 4% see below for information see below see below for information see below
Nottingham Building Society No Group 4% see below for information see below see below for information see below see below for information see below 0% see below for information see below see below for information see below
Principality Building Society Principality 4% see below for information see below see below for information see below see below for information see below 2% see below for information see below see below for information see below
Yorkshire Building Society Yorkshire 4% 20% 10% see below for information see below 3% see below for information see below see below for information see below
Coventry Building Society No Group 3% see below for information see below see below for information see below see below for information see below 3% see below for information see below see below for information see below
West Bromwich Building Society West Bromwich Group 3% see below for information see below see below for information see below see below for information see below 1% see below for information see below see below for information see below
Cumberland Building Society No Group 2% see below for information see below see below for information see below see below for information see below 2% see below for information see below see below for information see below
Newcastle Building Society No Group 2% see below for information see below see below for information see below see below for information see below 2% see below for information see below see below for information see below

*includes HFC Bank Limited for the HSBC data

This table shows the percentage of cases the ombudsman service resolved in the six-month period from 1 July to 31 December 2013 – 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.