complaints data – showing individual financial businesses

The two tables of figures on this page cover the six months from 1 July to 31 December 2009. 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 £100,000.

These figures cover financial businesses only where we received at least 30 new cases and resolved at least 30 cases in this six-month period from 1 July to 31 December 2009. Complaints relating to these businesses made up around 90% of the total number of cases handled by the ombudsman service in this period.

can't find the name you're looking for?

Businesses are listed in these tables under the official name by which they are regulated. But they may also operate under different brands or trading names. Check the name you’re looking for to find any related business name under which complaints data might be listed.

See our special FAQs for answers to the most frequently-asked questions about our complaints data. You can also look at complaints data relating to the previous six-month period – but please note that business names (and brand or trading names) may have changed between periods.

time lags and complaints

There is a time lag between our receiving a new case and our resolving it. So resolved cases during a period are not all the same as the new cases received in that period. The time lag varies from case to case. This means the figures for the outcome of cases in a single period may not, on their own, be significant – but the trend over several periods could be.

Cases that have taken longer to resolve may not necessarily reflect the most recent complaints-handling performance of a financial business. And some cases may relate to things done by a predecessor business that has been taken over by the business against which the complaint is now recorded.

sorting tables by different headings
Click the sort button symbol at the top of the relevant column to sort the figures in the tables.
business name
 business group
 % resolved in favour of consumer
(average for all businesses = 53%)		 % resolved in favour of consumer – by complaint category
(and average figure for all businesses – for comparison)
banking and credit
(average for all businesses = 47%)		 mortgages and home finance
(average for all businesses = 37%)		 general insurance
(average for all businesses = 68%)		 investments
(average for all businesses = 44%)		 life & pensions and decumulation
(average for all businesses = 33%)
Abbey Life Assurance Company 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 33%
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
Admiral Insurance Company Limited Admiral 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
Allianz Insurance Plc Allianz Cornhill 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
American Life Insurance Company (USA) 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
Assurant General 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
Automobile Association Insurance Services Limited No Group 44% see below for information see below see below for information see below 44% see below for information see below see below for information see below
Aviva Health UK Limited AVIVA 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
Aviva Insurance Limited AVIVA 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
Aviva Insurance UK Limited AVIVA 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
Aviva Life & Pensions UK Limited AVIVA 29% see below for information see below see below for information see below 18% 24% 31%
Aviva Life Services UK Limited AVIVA 32% see below for information see below see below for information see below see below for information see below 30% 37%
AXA Insurance UK Plc AXA 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
AXA PPP Healthcare Limited AXA 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
AXA Sun Life Plc AXA 34% see below for information see below see below for information see below 56% 46% 16%
AXA Sun Life Services Plc AXA 28% see below for information see below see below for information see below see below for information see below 22% 29%
Barclays Stockbrokers Limited Barclays 47% see below for information see below see below for information see below see below for information see below 47% see below for information see below
BISL 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
Bradford & Bingley Plc Bradford & Bingley 33% see below for information see below 32% see below for information see below see below for information see below 24%
BRIT Insurance 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
BUPA Insurance Limited BUPA 26% 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
Canada Life Limited Canada Life 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 17%
Central Trust Plc Central Trust 91% see below for information see below see below for information see below 99% see below for information see below see below for information see below
Chartis Insurance 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
Chelsea Building Society Chelsea Building Society 10% 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
Cheltenham & Gloucester plc Lloyds 40% 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
Churchill Insurance Company Limited Royal Bank Of Scotland 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
CIS General Insurance Limited CO-OP 47% 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
Clerical Medical Investment Group Limited Lloyds 30% 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
Co-operative Insurance Society Limited CO-OP 39% see below for information see below see below for information see below 53% 40% 25%
Countrywide Assured Plc 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 44%
DAS Legal Expenses Insurance Company Limited No Group 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
Direct Line Insurance Plc Royal Bank Of Scotland 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
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
Eisis Ltd No Group 100% see below for information see below see below for information see below 100% see below for information see below see below for information see below
Equiniti Financial Services Limited No Group 53% see below for information see below see below for information see below see below for information see below 55% see below for information see below
esure Insurance Limited ESURE 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
EUI Limited Admiral 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
Europ Assistance Holdings Limited Europ Assistance 26% 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
Europ Assistance Insurance Limited Europ Assistance 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
Fortis Insurance Limited Fortis Insurance Limited 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
Freedom Finance Plc. No Group 87% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Friends Provident Life and Pensions Limited Friends Provident 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 36%
GE Money Home Lending Limited General Electric 69% see below for information see below 67% see below for information see below see below for information see below see below for information see below
Great Lakes Reinsurance (UK) 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
Groupama Insurance Company Limited Groupama 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
Guardian Assurance Plc Aegon 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 30%
Halifax Insurance Ireland Ltd Lloyds 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
Halifax Share Dealing Limited Lloyds 30% see below for information see below see below for information see below see below for information see below 30% see below for information see below
Hastings Insurance Services Ltd No 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
Homeserve Membership Limited No Group 71% see below for information see below see below for information see below 71% see below for information see below see below for information see below
HSBC Insurance (UK) Limited HSBC 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
IGI Insurance Company 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
Inter Partner Assistance No Group 68% see below for information see below see below for information see below 68% see below for information see below see below for information see below
Kensington Mortgage Company Limited No Group 50% 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
Legal & General Assurance Society Limited Legal & General 28% see below for information see below see below for information see below 27% 35% 26%
Legal & General Insurance Limited Legal & General 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
Legal & General Partnership Services Limited Legal & General 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
Lincoln Assurance Limited No Group 26% see below for information see below see below for information see below see below for information see below see below for information see below 28%
Liverpool Victoria Friendly Society Limited Liverpool Victoria 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 7%
Liverpool Victoria Insurance Company Limited Liverpool Victoria 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
Lloyds TSB General Insurance Limited Lloyds 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
Lloyds TSB Insurance Services Limited Lloyds 57% see below for information see below see below for information see below 57% see below for information see below see below for information see below
Lloyds TSB Private Banking Ltd Lloyds 56% see below for information see below see below for information see below see below for information see below 62% see below for information see below
Loans.co.uk Ltd MBNA 91% see below for information see below see below for information see below 91% see below for information see below see below for information see below
London and Edinburgh Insurance Company Limited AVIVA 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
Mandrake Associates Limited No Group 24% see below for information see below see below for information see below see below for information see below see below for information see below 24%
MMA Insurance Plc 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
Mondial Assistance Europe N.V. 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
Mortgage Express Bradford & Bingley 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
National House-Building Council 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
Nemo Personal Finance Limited Principality 81% see below for information see below 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 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
Northern Bank Limited No Group 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
Norwich and Peterborough Building Society No 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
Ocean Finance and Mortgages Limited No Group 100% see below for information see below see below for information see below 100% see below for information see below see below for information see below
Openwork Limited Zurich 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
Pearl Assurance Public Limited Company Pearl 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 30%
Phoenix Life Limited Pearl Group 42% see below for information see below see below for information see below 38% 29% 45%
Pinnacle Insurance Plc Cardiff Pinnacle 26% 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
Professional Travel Insurance Company Limited No Group 75% see below for information see below see below for information see below 75% see below for information see below see below for information see below
Prudential Health Limited Prudential PLC 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
QBE Insurance (Europe) 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
Quinn Insurance 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
Royal & Sun Alliance Insurance Plc Royal & Sun Alliance 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
Royal Liver Assurance 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
Saga Services 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
Scottish Equitable Plc Aegon Group 26% see below for information see below see below for information see below see below for information see below see below for information see below 27%
Scottish Friendly Assurance Society Limited No Group 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 Provident Limited Pearl 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 37%
Scottish Widows plc Lloyds 23% see below for information see below see below for information see below 22% 32% 20%
Sesame Limited Sesame 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 49%
Simplyhealth Access 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
Skipton Building Society Skipton Group 24% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Southern Pacific Mortgage Limited No Group 40% 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
St Andrew's Insurance plc Lloyds 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
St. James's Place Wealth Management Plc St James Place 53% see below for information see below see below for information see below see below for information see below 51% see below for information see below
Standard Life Assurance Limited Standard Life 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 36%
Sun Life Assurance Company of Canada (UK) 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 20%
Talos Securities Limited No Group 59% see below for information see below see below for information see below see below for information see below 59% see below for information see below
The Carphone Warehouse Ltd No Group 49% 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
The Equitable Life Assurance Society 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 39%
The Mortgage Business Plc Lloyds 21% 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
The National Farmers' Union Mutual Insurance Society Limited National Farmers Union Mutual Society Limited 34% 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
The National Insurance & Guarantee Corporation Ltd Royal Bank Of Scotland 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
The Prudential Assurance Company Limited Prudential PLC 15% see below for information see below see below for information see below 15% 17% 15%
The Royal London Mutual Insurance Society Limited Royal London 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 16%
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
UK Insurance Limited Royal Bank Of Scotland 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
Unum Ltd Unum Limited 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
Wills & Co Stockbrokers Ltd No Group 98% see below for information see below see below for information see below see below for information see below 98% see below for information see below
Windsor Life Assurance Company Limited SWISS RE 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 43%
Winterthur Life UK Limited AXA 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 26%
Yorkshire Building Society Yorkshire 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
Zurich Advice Network Limited Zurich 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 20%
Zurich Assurance Ltd Zurich 26% see below for information see below see below for information see below 27% 29% 24%
Zurich Insurance PLC Zurich 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
AIB Group (UK) Plc No Group 20% 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
National Savings and Investments 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
Vanquis Bank 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
Firstplus Financial Group Plc Barclays 87% 24% see below for information see below 99% see below for information see below see below for information see below
Nationwide Building Society Nationwide 31% 26% 22% 59% 21% 26%
Ulster Bank Ltd Royal Bank Of Scotland 38% 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
Lloyds TSB Bank Plc Lloyds 51% 31% 33% 89% 33% 77%
Sainsbury's Bank Plc Sainsburys Bank 35% 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
Bank of Scotland plc Lloyds 38% 34% 34% 51% 59% 39%
Clydesdale Bank Plc National Australia Group 57% 34% 53% 94% 70% see below for information see below
Tesco Personal Finance PLC Tesco Personal Finance 61% 39% see below for information see below 83% see below for information see below see below for information see below
The Governor and Company of the Bank of Ireland Bank of Ireland 40% 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
Clydesdale Financial Services Limited Barclays 42% 42% see below for information see below see below for information see below see below for information see below see below for information see below
The Royal Bank of Scotland Plc Royal Bank Of Scotland 54% 43% 36% 79% 38% see below for information see below
National Westminster Bank Plc Royal Bank Of Scotland 48% 45% 45% 77% 33% see below for information see below
The Co-operative Bank Plc CO-OP 67% 45% 33% 96% see below for information see below see below for information see below
Marks & Spencer Financial Services plc HSBC 43% 46% see below for information see below 39% see below for information see below see below for information see below
Santander UK Plc Abbey 47% 48% 43% 40% 52% 29%
HSBC Bank plc HSBC 57% 53% 34% 79% 43% 24%
Northern Rock (Asset Management) plc Northern Rock 65% 53% 28% 92% see below for information see below see below for information see below
Alliance & Leicester Plc Abbey 58% 54% 42% 67% 70% see below for information see below
Barclays Bank Plc Barclays 65% 54% 56% 96% 65% 36%
HFC Bank Limited HSBC 77% 55% see below for information see below 85% see below for information see below see below for information see below
Welcome Financial Services Limited Welcome 92% 56% see below for information see below 96% see below for information see below see below for information see below
American Express Services Europe Limited No Group 59% 60% see below for information see below see below for information see below see below for information see below see below for information see below
MBNA Europe Bank Limited MBNA 85% 60% see below for information see below 99% see below for information see below see below for information see below
Black Horse Limited Lloyds 89% 61% see below for information see below 94% see below for information see below see below for information see below
Citibank International plc Citibank 60% 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
PayPal Sarl & Cie, SCA 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
Santander Cards UK Limited No Group 75% 75% see below for information see below see below for information see below see below for information see below see below for information see below
Egg Banking Plc Citibank 82% 76% see below for information see below 86% see below for information see below see below for information see below
GE Money Consumer Lending Limited General Electric 72% 79% see below for information see below see below for information see below see below for information see below see below for information see below
ING Direct N.V. No Group 79% 80% 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 Bank (Europe) plc Capital One 78% 82% see below for information see below 65% see below for information see below see below for information see below
CitiFinancial Europe Plc Citibank 86% 82% see below for information see below 93% see below for information see below see below for information see below
Shop Direct Finance Company Limited Shop Direct Group 87% 86% 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 Financial Services Ltd Shop Direct Group 88% 88% 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 Home Shopping Limited Shop Direct Group 91% 91% see below for information see below see below for information see below see below for information see below see below for information see below

This table shows the percentage of cases the ombudsman service resolved in the six-month period from 1 July to 31 December 2009 – 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.