complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 1 Jul to 31 Dec 2016. 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 Jul to 31 Dec 2016. 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.

sorting things out early
See how we have helped businesses sort out problems early.

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business name
business group
% resolved in favour of consumer
(average for all businesses = 42%)
% resolved in favour of consumer – by complaint category
(and average figure for all businesses – for comparison)
banking and credit
(average for all businesses = 30%)
mortgages and home finance
(average for all businesses = 27%)
general insurance
(excluding PPI)
(average for all businesses = 31%)
PPI
(average for all businesses = 51%)
investments †
(average for all businesses = 30%)
life & pensions and decumulation †
(average for all businesses = 30%)
HFC Bank Limited HSBC (GS) 87% see below for information see below 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
CitiFinancial Europe Plc No Group 81% 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
Aviva Insurance Limited AVIVA 69% see below for information see below see below for information see below 31% 89% see below for information see below see below for information see below
Financial Insurance Company Limited No Group 69% see below for information see below 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
One Insurance Limited No Group 69% 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 see below for information see below
DSG Retail Limited No Group 68% 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
Shop Direct Finance Company Limited No Group 68% 53% 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
American Express Services Europe Limited No Group 67% 24% 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
Express Finance (Bromley) Limited No Group 64% 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
MEM Consumer Finance Limited No Group 64% 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
Casheuronet UK LLC No Group 63% 63% 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
Domestic & General Services 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
Western Union Payment Services Ireland Limited No Group 61% 61% 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
Capital One (Europe) plc No Group 60% 23% 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
Elite 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
Friends Life and Pensions Limited FRIENDS PROVIDENT 59% 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 62%
Indigo Michael Limited No Group 59% 59% 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
John Lewis Financial Services Limited HSBC (GS) 59% 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
WDFC UK Limited No Group 59% 59% 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 58% 51% 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
R. Raphael & Sons Plc No Group 57% 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
Lloyds Bank PLC LLOYDS 56% 21% 28% 9% 64% 32% 16%
Marks & Spencer Financial Services plc HSBC (GS) 56% 19% see below for information see below see below for information see below 72% see below for information see below see below for information see below
One Call Insurance Services 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
MBNA Limited BANK OF AMERICA MERRILL LYNCH GROUP 55% 22% 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
Airdrie Savings Bank No Group 54% 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
J D Williams & Company Limited No Group 54% 33% 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
Vanquis Bank Limited No Group 54% 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
NewDay Ltd No Group 53% 36% 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
Telefonica Insurance S.A. 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
Welcome Financial Services Limited No Group 53% see below for information see below 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
Active Securities Limited No Group 52% 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
Black Horse Limited LLOYDS 52% 25% see below for information see below see below for information see below 80% see below for information see below see below for information see below
MCE Insurance Company 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
British Gas Services Limited No Group 51% 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
Creation Financial Services Limited No Group 51% 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
Union Reiseversicherung AG No Group 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
Ikano Bank AB (publ) No Group 50% 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
RCI Financial Services Limited No Group 50% 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
FirstRand Bank Limited No Group 49% 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
MYJAR Limited No Group 49% 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
DFS Trading Limited No Group 48% 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 see below for information see below
First Central Insurance Management Ltd No Group 48% 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 see below for information see below
Unum Ltd No Group 48% 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 see below for information see below
Barclays Bank Plc BARCLAYS (GS) 47% 27% 25% 21% 61% 53% 23%
Lending Stream Llc No Group 47% 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
Skyfire 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
British Gas Insurance 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
BUPA Insurance Limited BUPA 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
Clydesdale Bank Plc No Group 46% 14% 28% see below for information see below 79% see below for information see below see below for information see below
HSBC Bank plc HSBC (GS) 46% 15% 26% 23% 56% 24% 20%
Red Sands Insurance Company (Europe) Limited No Group 46% 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
Santander Consumer (UK) Plc SANTANDER UK 46% 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
Tesco Personal Finance PLC TESCO PERSONAL FINANCE 46% 17% see below for information see below 12% 86% see below for information see below see below for information see below
Wage Day Advance 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
Inter Partner Assistance SA 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
IGO4 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
Instant Cash Loans 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
Arrow Global Limited No Group 43% 43% 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
Cabot Financial (Europe) Limited No Group 43% 43% 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
Caversham Finance Limited No Group 43% 43% 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
Cfo Lending Limited No Group 43% 43% 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
Close Brothers Limited No Group 43% 43% 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, Compania Internacional De Seguros y Reaseguros, S.A. 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
The Car Finance Company (2007) Ltd No Group 43% 43% 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
Equiniti Financial Services Limited No Group 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 42% see below for information see below
FCE Bank Plc No Group 42% 43% 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
RAC 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
Santander Cards UK Limited SANTANDER UK 42% 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 41% 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
Countrywide Principal Services Limited No Group 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 see below for information see below
Elevate Credit International Limited No Group 41% 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
Europaische Reiseversicherung AG 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
First Response Finance Ltd No Group 41% 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
Lloyds Bank General Insurance Limited LLOYDS 41% see below for information see below see below for information see below 30% 85% see below for information see below see below for information see below
Be Wiser Insurance Services 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
Elderbridge Limited No Group 40% 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
Secure Trust Bank Plc No Group 39% 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
Towergate Underwriting Group Limited 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
Amtrust Europe 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
Horizon Insurance Company 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
PDL Finance Limited No Group 38% 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
Scottish Equitable Plc AEGON GROUP 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 42%
Acromas Insurance Company Limited No 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
Ageas Insurance Limited AGEAS 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
BISL Limited No 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
Brightside Insurance Services Limited No Group 37% 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
Telefonica UK Limited No Group 37% 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
Automobile Association Insurance Services Limited No Group 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
Domestic & General Insurance Plc No Group 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
Hastings Insurance Services Limited No Group 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
National House-Building Council No Group 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
The Royal Bank of Scotland Plc THE ROYAL BANK OF SCOTLAND GROUP 36% 29% 34% 12% 43% 38% see below for information see below
Ulster Bank Ltd THE ROYAL BANK OF SCOTLAND GROUP 36% 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
Virgin Money plc VIRGIN MONEY 36% 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
Vitality Health Limited No Group 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
Zenith Insurance plc No Group 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
Cash On Go 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
Great Lakes Reinsurance (UK) SE 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
Southern Pacific Mortgage Limited No Group 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 see below for information see below
Stonebridge International Insurance 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
Metro Bank PLC No Group 34% 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
Robinson Way Limited No Group 34% 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
Sabre Insurance Company 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
Tesco Underwriting Limited AGEAS 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
The Mortgage Works (UK) Plc NATIONWIDE 34% 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
WorldPay (UK) Limited No Group 34% 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
Bank of Ireland (UK) Plc BANK OF IRELAND 33% 36% 13% see below for information see below 47% see below for information see below see below for information see below
Clydesdale Financial Services Limited BARCLAYS (GS) 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
Home Retail Group Card Services Limited 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
Provident Personal Credit Limited 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
Southern Rock Insurance Company Limited No Group 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
St. James's Place Wealth Management Plc ST JAMES PLACE 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 see below for information see below
TD Direct Investing (Europe) Limited No Group 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 see below for information see below
Assurant General Insurance Limited No Group 32% 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
AXA PPP Healthcare Limited AXA 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
Experian Limited No Group 32% 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
Hitachi Capital (UK) Plc No Group 32% 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
Legal & General Insurance Limited LEGAL & GENERAL 32% 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
The Society of Lloyd's 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
Covea Insurance plc No Group 31% 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
Friends Life Limited FRIENDS PROVIDENT 31% see below for information see below see below for information see below 20% see below for information see below 22% 42%
GMAC UK Plc No Group 31% 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
Liverpool Victoria Insurance Company Limited LIVERPOOL VICTORIA 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
Mercedes-Benz Financial Services UK Limited No Group 31% 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
Pinnacle Insurance Plc No Group 31% see below for information see below see below for information see below 32% 31% see below for information see below see below for information see below
Skrill Limited No Group 31% 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
Swinton Group Ltd 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
Uncle Buck Finance LLP No Group 31% 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
AXA Insurance UK Plc AXA 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
DAS Legal Expenses Insurance Company Limited No Group 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
FCA Automotive Services UK Ltd 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
National Westminster Bank Plc THE ROYAL BANK OF SCOTLAND GROUP 30% 26% 26% 12% 44% 40% see below for information see below
NRAM plc UK ASSET RESOLUTION 30% 19% 30% see below for information see below 32% see below for information see below see below for information see below
Santander UK Plc SANTANDER UK 30% 33% 36% 10% 27% 20% see below for information see below
The National Farmers' Union Mutual Insurance Society Limited No Group 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
ACE European Group Limited 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
Advantage Insurance Company Limited 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
Canada Square Operations Limited CITI - EMEA GROUP 29% 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
Express Gifts Ltd No Group 29% 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
HCC International Insurance Company Plc 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
RAC Motoring Services 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
The Co-operative Bank Plc No Group 29% 20% 27% see below for information see below 38% see below for information see below see below for information see below
Abbey Life Assurance Company Limited No Group 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 see below for information see below 29%
Allianz Insurance Plc No Group 28% see below for information see below see below for information see below 33% 26% see below for information see below see below for information see below
APS Financial Limited No Group 28% 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 see below for information see below
CIGNA Europe Insurance Company SA-NV No Group 28% 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 see below for information see below
Link Financial Outsourcing Limited No Group 28% 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 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
Pepper (UK) Limited No Group 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
Amtrust International Underwriters DAC No Group 27% 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 see below for information see below
Connells Limited SKIPTON GROUP 27% see below for information see below 36% see below for information see below 9% see below for information see below see below for information see below
Equifax Limited No Group 27% 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
International Insurance Company of Hannover SE 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
Legal & General Partnership Services Limited LEGAL & GENERAL 27% see below for information see below 30% see below for information see below 26% see below for information see below see below for information see below
London General Insurance Company Limited No Group 27% 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
Royal & Sun Alliance Insurance Plc RSA INSURANCE UK 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
UK Insurance Limited DIRECT LINE 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
Advantage Finance Ltd 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 see below for information see below
Bank of Scotland Plc LLOYDS 26% 12% 24% 24% 29% 19% see below for information see below
Erudio Student Loans Limited No Group 26% 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
Paragon Finance Plc No Group 26% 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
PSA Finance UK Limited No Group 26% 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
Shawbrook Bank Limited No Group 26% 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
Friends Life Services Limited FRIENDS PROVIDENT 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 25%
Northern Bank Limited No Group 25% 13% 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
Saga Services Limited No Group 25% 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 see below for information see below
CIS General Insurance Limited No Group 24% 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 see below for information see below
Markerstudy Insurance Company Limited No Group 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
Admiral Insurance Company Limited ADMIRAL GROUP 23% 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 see below for information see below
Aviva Life & Pensions UK Limited AVIVA 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 30%
GE Money Home Lending Limited No Group 23% 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
Kensington Mortgage Company Limited No Group 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
OneSavings Bank Plc 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
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 see below for information see below
Skipton Building Society SKIPTON GROUP 23% 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
Standard Life Assurance Limited STANDARD LIFE 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 35%
Volkswagen Financial Services (UK) Limited No Group 23% 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
Financial Administration Services 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 see below for information see below
Liverpool Victoria Friendly Society Limited LIVERPOOL VICTORIA 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 see below for information see below
Zurich Insurance PLC No Group 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
Autonet Insurance Services Limited No Group 21% 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
Everyday Loans Limited No Group 21% see below for information see below 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
Firstplus Financial Group Plc BARCLAYS (GS) 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 see below for information see below
Newcastle Building Society No Group 21% 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
Principality Building Society 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 see below for information see below
St Andrew's Insurance plc LLOYDS 21% see below for information see below see below for information see below 26% 21% see below for information see below see below for information see below
TSB Bank plc No Group 21% 21% 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
AIB Group (UK) Plc No Group 20% 13% 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
esure Insurance Limited No Group 20% 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 see below for information see below
Leeds Building Society No Group 20% see below for information see below 24% see below for information see below 19% see below for information see below see below for information see below
Openwork Limited OPENWORK 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
ReAssure 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 28%
Sainsbury's Bank Plc No Group 20% 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
Cigna Insurance Services (Europe) Limited No Group 19% 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 see below for information see below
The Prudential Assurance Company Limited PRUDENTIAL PLC 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 15% 24%
Aviva Health UK Limited AVIVA 18% 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 see below for information see below
Aviva Life Services UK Limited AVIVA 18% see below for information see below see below for information see below 11% see below for information see below 25% 27%
Home Retail Group Insurance Services Limited No Group 18% 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
National Savings and Investments No Group 18% 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
Phoenix Life Limited PHOENIX GROUP 18% see below for information see below see below for information see below 17% see below for information see below 13% 21%
Sun Life Assurance Company of Canada (U.K.) Limited No 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 15%
The Royal London Mutual Insurance Society Limited ROYAL LONDON GROUP 18% see below for information see below see below for information see below 24% see below for information see below 22% 14%
West Bromwich Building Society No Group 18% 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
Zurich Assurance Ltd No Group 18% see below for information see below see below for information see below 13% see below for information see below 15% 17%
Amigo Loans Ltd 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
Canada Life Limited No 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 see below for information see below
Cumberland Building Society No Group 17% 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
Moneybarn No. 1 Limited 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
Cheltenham & Gloucester plc LLOYDS 16% see below for information see below 30% see below for information see below 15% see below for information see below see below for information see below
Nationwide Building Society NATIONWIDE 16% 31% 27% 9% 9% 22% see below for information see below
PRA Group (UK) Limited No Group 15% 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
Scottish Widows Limited LLOYDS 15% see below for information see below see below for information see below 12% see below for information see below 17% 16%
Yorkshire Building Society YORKSHIRE 15% 18% 16% see below for information see below 15% see below for information see below see below for information see below
EUI Limited ADMIRAL GROUP 14% see below for information see below see below for information see below 14% see below for information see below see below for information see below see below for information see below
Insurance Factory Ltd No Group 14% see below for information see below see below for information see below 14% see below for information see below see below for information see below see below for information see below
Lowell Portfolio I Ltd No Group 14% 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
Baines & Ernst Limited No Group 13% 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
Moneyplus Group Limited No Group 13% 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
PayPal Sarl & Cie, SCA No Group 13% 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
Phoenix Life Assurance Limited PHOENIX 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 7%
Blemain Finance Limited No Group 12% 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
Bradford & Bingley Plc UK ASSET RESOLUTION 12% see below for information see below see below for information see below see below for information see below 9% see below for information see below see below for information see below
Legal and General Assurance Society Limited LEGAL & GENERAL 12% see below for information see below see below for information see below 15% see below for information see below 3% 14%
Harrington Brooks (Accountants) Limited No Group 11% 11% 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
J.P. Morgan Europe Limited No Group 11% 11% 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 Life Limited No Group 11% 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 Share Dealing Limited LLOYDS 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 10% see below for information see below
Endsleigh Insurance Services Ltd No Group 9% see below for information see below see below for information see below 9% see below for information see below see below for information see below see below for information see below
Loans.co.uk Ltd BANK OF AMERICA MERRILL LYNCH GROUP 9% see below for information see below see below for information see below see below for information see below 9% see below for information see below see below for information see below
Lowell Financial Ltd No Group 9% 9% 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
Countrywide Assured Plc 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
Arnold Clark Automobiles Limited No Group 7% 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
Coventry Building Society No Group 6% 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

This table shows the percentage of cases the ombudsman service resolved in the six-month period from 1 Jul to 31 Dec 2016 – 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].

† From 1 July 2016 complaints about endowment products are included in the investment product grouping. This reflects changes made by the Financial Conduct Authority to how it publishes complaints data. Complaints data relating to previous six-monthly periods includes endowment products under the product group life & pensions and decumulation.

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.