complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 01 Jul to 31 Dec 2018. 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 £350,000.

These figures cover financial businesses only where we received at least 30 new cases and resolved at least 30 cases in the six-month period from 01 Jul to 31 Dec 2018. Complaints relating to these businesses made up around 90% of the total number of cases handled by the ombudsman service in this period.

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

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older data
You can also look at complaints data relating to previous six-monthly periods – but please note that business names (and brand or trading names) may have changed between periods.

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 = 28%)
% resolved in favour of consumer – by complaint category
(and average figure for all businesses – for comparison)
banking and credit
(average for all businesses = 45%)
mortgages and home finance
(average for all businesses = 25%)
general insurance
(excluding PPI)
(average for all businesses = 30%)
PPI
(average for all businesses = 20%)
Plevin
(total for all businesses = 9435)
investments
(average for all businesses = 35%)
life & pensions and decumulation
(average for all businesses = 24%)
AA Underwriting Insurance Company Limited No Group 55% see below for information see below see below for information see below 55% see below for information see below 0 see below for information see below see below for information see below
Abbey Life Assurance Company 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 0 see below for information see below 23%
Acromas Insurance Company Limited No Group 25% see below for information see below see below for information see below 25% see below for information see below 0 see below for information see below see below for information see below
Active Securities Limited No Group 54% 54% 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
Admiral Insurance Company Limited ADMIRAL GROUP 28% see below for information see below see below for information see below 28% see below for information see below 0 see below for information see below see below for information see below
Advanced Payment Solutions Limited No Group 26% 26% 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
Advantage Finance Ltd No Group 45% 49% 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
Advantage Insurance Company Limited No Group 39% see below for information see below see below for information see below 39% see below for information see below 0 see below for information see below see below for information see below
Ageas Insurance Limited AGEAS 32% see below for information see below see below for information see below 32% see below for information see below 0 see below for information see below see below for information see below
Ageas Retail Limited AGEAS 40% see below for information see below see below for information see below 40% see below for information see below 0 see below for information see below see below for information see below
AIB Group (UK) Plc 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 15 see below for information see below see below for information see below
Alliance Trust Savings Limited No Group 56% see below for information see below 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
Allianz Insurance Plc No Group 34% see below for information see below see below for information see below 36% 33% 0 see below for information see below see below for information see below
American Express Services Europe Limited No Group 47% 28% see below for information see below see below for information see below 54% 433 see below for information see below see below for information see below
American Express Services Europe Limited (AESEL) No Group 44% 35% 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
Amigo Loans Ltd No Group 18% 18% 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
Amtrust Europe Limited No Group 23% see below for information see below see below for information see below 23% see below for information see below 0 see below for information see below see below for information see below
Amtrust International Underwriters DAC No Group 37% see below for information see below see below for information see below 37% see below for information see below 0 see below for information see below see below for information see below
Arrow Global 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 0 see below for information see below see below for information see below
Arval UK Limited No Group 52% 52% 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
Assurant General Insurance Limited No Group 21% see below for information see below see below for information see below 22% see below for information see below 0 see below for information see below see below for information see below
Automobile Association Insurance Services Limited No Group 19% see below for information see below see below for information see below 20% see below for information see below 0 see below for information see below see below for information see below
Avantcredit Of Uk, Llc No Group 43% 43% 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
Aviva Insurance Limited AVIVA 35% see below for information see below see below for information see below 30% 53% 0 see below for information see below see below for information see below
Aviva Life & Pensions UK Limited AVIVA 24% see below for information see below see below for information see below 14% see below for information see below 0 25% 30%
AWP P&C SA No Group 43% see below for information see below see below for information see below 43% see below for information see below 0 see below for information see below see below for information see below
AXA Insurance UK Plc AXA 36% see below for information see below see below for information see below 35% see below for information see below 0 see below for information see below see below for information see below
AXA PPP Healthcare Limited AXA 22% see below for information see below see below for information see below 22% see below for information see below 0 see below for information see below see below for information see below
Barclays Bank Plc BARCLAYS (GS) 23% 23% 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
BISL Limited No Group 39% see below for information see below see below for information see below 39% see below for information see below 0 see below for information see below see below for information see below
Black Horse Limited LLOYDS 41% 43% see below for information see below see below for information see below 41% 176 see below for information see below see below for information see below
Blue Motor Finance Ltd No Group 37% 34% 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
BMW Financial Services (GB) Limited No Group 54% 53% 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
Bradford & Bingley Plc UK ASSET RESOLUTION 8% see below for information see below see below for information see below see below for information see below 5% 122 see below for information see below see below for information see below
British Gas Insurance Limited No Group 38% see below for information see below see below for information see below 38% see below for information see below 0 see below for information see below see below for information see below
British Gas Services Limited No Group 38% see below for information see below see below for information see below 38% see below for information see below 0 see below for information see below see below for information see below
BUPA Insurance Limited BUPA 22% see below for information see below see below for information see below 22% see below for information see below 0 see below for information see below see below for information see below
Cabot Credit Management Group Limited No Group 24% 24% 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
Calpe Insurance Company Limited No Group 31% see below for information see below see below for information see below 31% see below for information see below 0 see below for information see below see below for information see below
Canada Life 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 0 see below for information see below see below for information see below
Canada Square Operations Limited CITI - EMEA GROUP 16% see below for information see below see below for information see below see below for information see below 16% 23 see below for information see below see below for information see below
Capital One (Europe) plc No Group 23% 29% see below for information see below see below for information see below 22% 272 see below for information see below see below for information see below
Cash On Go Limited No Group 28% 28% 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
Casheuronet UK LLC No Group 58% 58% 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
Caversham Finance Limited No Group 27% 27% 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
Chubb European Group SE No Group 17% see below for information see below see below for information see below 17% see below for information see below 0 see below for information see below see below for information see below
CIGNA Europe Insurance Company SA-NV No Group 33% see below for information see below see below for information see below 37% see below for information see below 0 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 23% see below for information see below 0 see below for information see below see below for information see below
Citifinancial Europe Limited No Group 32% see below for information see below see below for information see below see below for information see below 32% 3 see below for information see below see below for information see below
Close Brothers Limited No Group 39% 37% 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
Clydesdale Financial Services Limited BARCLAYS (GS) 57% 57% 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
Cofunds Limited AEGON GROUP 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 0 63% see below for information see below
Countrywide Assured Plc No Group 19% see below for information see below see below for information see below see below for information see below see below for information see below 0 see below for information see below see below for information see below
Countrywide Principal Services 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 0 see below for information see below see below for information see below
Covea Insurance plc No Group 24% see below for information see below see below for information see below 24% see below for information see below 0 see below for information see below see below for information see below
Coventry Building Society No Group 5% see below for information see below see below for information see below see below for information see below 6% 158 see below for information see below see below for information see below
Creation Consumer Finance Ltd No Group 45% 43% 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
Creation Financial Services Limited No Group 45% 42% 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
CURO TRANSATLANTIC LIMITED No Group 47% 47% 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
DAS Legal Expenses Insurance Company Limited No Group 39% see below for information see below see below for information see below 39% see below for information see below 0 see below for information see below see below for information see below
DFS Trading Limited No Group 51% see below for information see below see below for information see below see below for information see below 53% 0 see below for information see below see below for information see below
DJS (UK) Limited No Group 26% 26% 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
Domestic & General Insurance Plc No Group 28% see below for information see below see below for information see below 28% see below for information see below 0 see below for information see below see below for information see below
DSG Retail Limited No Group 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 0 see below for information see below see below for information see below
Eldon Insurance Services Ltd No Group 36% see below for information see below see below for information see below 36% see below for information see below 0 see below for information see below see below for information see below
Elevate Credit International Limited No Group 63% 63% 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
Elite Insurance Company Limited No Group 58% see below for information see below see below for information see below 58% see below for information see below 0 see below for information see below see below for information see below
Equifax Limited No Group 81% 81% 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
Equiniti Financial 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 0 19% see below for information see below
esure Insurance Limited No Group 15% see below for information see below see below for information see below 15% see below for information see below 0 see below for information see below see below for information see below
EUI Limited ADMIRAL GROUP 20% see below for information see below see below for information see below 21% see below for information see below 0 see below for information see below see below for information see below
Europ Assistance S.A. No Group 53% see below for information see below see below for information see below 53% see below for information see below 0 see below for information see below see below for information see below
Europaische Reiseversicherung AG No Group 26% see below for information see below see below for information see below 26% see below for information see below 0 see below for information see below see below for information see below
Experian Limited No Group 29% 29% 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
Express Finance (Bromley) Limited No Group 63% 63% 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
FCE Bank Plc No Group 32% 33% 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
Ferratum UK Ltd. No Group 34% 34% 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
Financial Administration Services Limited No 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 0 40% see below for information see below
Financial Insurance Company Limited No Group 28% see below for information see below see below for information see below see below for information see below 28% 0 see below for information see below see below for information see below
First Central Insurance Management Ltd No Group 42% see below for information see below see below for information see below 42% see below for information see below 0 see below for information see below see below for information see below
First Rate Exchange Services Ltd No Group 27% 27% 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
First Response Finance Ltd 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 205 see below for information see below see below for information see below
Firstplus Financial Group Plc BARCLAYS (GS) 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 5 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 0 see below for information see below see below for information see below
Gain Credit LLC No Group 60% 60% 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
GE Money Consumer Lending Limited No Group 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 0 see below for information see below see below for information see below
Gefion Insurance A/S No Group 32% see below for information see below see below for information see below 32% see below for information see below 0 see below for information see below see below for information see below
Great Lakes Insurance SE No Group 42% see below for information see below see below for information see below 42% see below for information see below 0 see below for information see below see below for information see below
Halifax Share Dealing Limited LLOYDS 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 0 16% see below for information see below
Hargreaves Lansdown Asset Management 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 0 29% see below for information see below
Hastings Insurance Services Limited No Group 42% see below for information see below see below for information see below 43% see below for information see below 0 see below for information see below see below for information see below
HFC Bank Limited HSBC (GS) 54% see below for information see below see below for information see below see below for information see below 54% 20 see below for information see below see below for information see below
Hitachi Capital (UK) Plc No Group 39% 39% 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
Home Retail Group Card Services Limited No Group 26% 26% 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
Home Retail Group Insurance Services Limited No Group 26% see below for information see below see below for information see below see below for information see below 27% 0 see below for information see below see below for information see below
IGO4 Limited No Group 55% see below for information see below see below for information see below 55% see below for information see below 0 see below for information see below see below for information see below
Indigo Michael Limited No Group 60% 60% 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
Instant Cash Loans Limited No Group 43% 43% 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
Insurance Factory Ltd No Group 24% see below for information see below see below for information see below 24% see below for information see below 0 see below for information see below see below for information see below
Inter Partner Assistance SA No Group 40% see below for information see below see below for information see below 40% see below for information see below 0 see below for information see below see below for information see below
Interactive Investor Services Limited No Group 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 0 61% see below for information see below
J D Williams & Company Limited No Group 35% 29% 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
John Lewis Financial Services Limited HSBC (GS) 53% 53% 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
LeasePlan UK Limited No Group 53% 53% 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
Legal & General Insurance Limited LEGAL & GENERAL 36% see below for information see below see below for information see below 36% see below for information see below 0 see below for information see below see below for information see below
Legal & General Partnership Services Limited LEGAL & GENERAL 12% see below for information see below 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
Legal and General Assurance Society Limited LEGAL & GENERAL 14% see below for information see below see below for information see below 11% see below for information see below 0 see below for information see below 20%
Link Financial Outsourcing Limited No Group 36% 37% 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
Liverpool Victoria Friendly Society Limited LIVERPOOL VICTORIA GROUP 16% see below for information see below see below for information see below 13% see below for information see below 4 see below for information see below see below for information see below
Liverpool Victoria Insurance Company Limited LIVERPOOL VICTORIA GROUP 23% see below for information see below see below for information see below 23% see below for information see below 0 see below for information see below see below for information see below
Lloyds Bank General Insurance Limited LLOYDS 34% see below for information see below see below for information see below 34% see below for information see below 0 see below for information see below see below for information see below
Lowell Financial Ltd No Group 13% 13% 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
Madison CF UK Limited No Group 15% 15% 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
Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. No Group 39% see below for information see below see below for information see below 39% see below for information see below 0 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 0 see below for information see below see below for information see below
Marks & Spencer Financial Services plc HSBC (GS) 31% 47% see below for information see below see below for information see below 26% 107 see below for information see below see below for information see below
MBNA Limited LLOYDS 25% 13% see below for information see below see below for information see below 26% 104 see below for information see below see below for information see below
MCE Insurance Company Limited No Group 27% see below for information see below see below for information see below 27% see below for information see below 0 see below for information see below see below for information see below
MEM Consumer Finance Limited No Group 60% 60% 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
Mercedes-Benz Financial Services UK Limited No Group 44% 44% 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
Metro Bank PLC No Group 49% 48% 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
Moneybarn No. 1 Limited No Group 40% 40% 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
MYJAR Limited No Group 36% 36% 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
National House-Building Council No Group 35% see below for information see below see below for information see below 35% see below for information see below 0 see below for information see below see below for information see below
National Savings and Investments No Group 28% 30% 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
Newcastle Building Society No Group 23% see below for information see below see below for information see below see below for information see below 22% 81 see below for information see below see below for information see below
NewDay Ltd No Group 45% 43% see below for information see below see below for information see below 65% 34 see below for information see below see below for information see below
Next Retail Limited No Group 26% 26% 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
Northern Bank Limited No Group 33% see below for information see below see below for information see below see below for information see below 39% 141 see below for information see below see below for information see below
Nottingham Building Society No Group 15% see below for information see below see below for information see below see below for information see below 13% 26 see below for information see below see below for information see below
One Call Insurance Services Limited No Group 13% see below for information see below see below for information see below 13% see below for information see below 0 see below for information see below see below for information see below
OneSavings Bank Plc 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 13 see below for information see below see below for information see below
Openwork 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 0 see below for information see below see below for information see below
PayPal Europe 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 0 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 0 see below for information see below see below for information see below
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 0 see below for information see below 19%
Phoenix Life Limited PHOENIX GROUP 16% see below for information see below see below for information see below 23% see below for information see below 0 see below for information see below 14%
Pinnacle Insurance Plc No Group 26% see below for information see below see below for information see below 23% 29% 0 see below for information see below see below for information see below
Principality Building Society No Group 4% see below for information see below see below for information see below see below for information see below 3% 33 see below for information see below see below for information see below
Provident Personal Credit Limited No Group 31% 31% 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
PSA Finance UK Limited No Group 43% 42% 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
QIC Europe Ltd No Group 34% see below for information see below see below for information see below 34% see below for information see below 0 see below for information see below see below for information see below
R. Raphael & Sons Plc No Group 68% 67% 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
RAC Insurance Limited No Group 41% see below for information see below see below for information see below 41% see below for information see below 0 see below for information see below see below for information see below
RAC Motoring Services No Group 24% see below for information see below see below for information see below 24% see below for information see below 0 see below for information see below see below for information see below
RCI Financial Services Limited No Group 59% 59% 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
ReAssure Limited No Group 20% see below for information see below see below for information see below 10% see below for information see below 0 see below for information see below 26%
Red Sands Insurance Company (Europe) Limited No Group 35% see below for information see below see below for information see below 35% see below for information see below 0 see below for information see below see below for information see below
Revolut Limited No Group 23% 23% 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
Royal & Sun Alliance Insurance Plc RSA INSURANCE UK 30% see below for information see below see below for information see below 30% see below for information see below 0 see below for information see below see below for information see below
Saga Services Limited No Group 26% see below for information see below see below for information see below 26% see below for information see below 0 see below for information see below see below for information see below
Sainsbury's Bank Plc No Group 49% 51% 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
Santander Cards UK Limited SANTANDER UK 29% see below for information see below see below for information see below see below for information see below 29% 3 see below for information see below see below for information see below
Santander Consumer (UK) Plc SANTANDER UK 37% 37% 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
Scottish Equitable Plc AEGON 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 0 see below for information see below 24%
Scottish Widows Limited LLOYDS 13% see below for information see below see below for information see below 11% see below for information see below 0 13% 14%
Secure Trust Bank Plc No Group 51% 52% 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
Sesame Limited AVIVA 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 0 see below for information see below see below for information see below
Shawbrook Bank Limited No Group 68% 70% 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
Shop Direct Finance Company Limited No Group 54% 50% see below for information see below see below for information see below 63% 312 see below for information see below see below for information see below
Skipton Building Society SKIPTON GROUP 19% see below for information see below see below for information see below see below for information see below 16% 131 see below for information see below see below for information see below
Skyfire 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 0 see below for information see below see below for information see below
Southern Rock 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 0 see below for information see below see below for information see below
St Andrew's Insurance plc LLOYDS 15% see below for information see below see below for information see below 29% 14% 2 see below for information see below see below for information see below
St. James's Place Wealth Management Plc ST JAMES PLACE 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 0 see below for information see below see below for information see below
Standard Life Assurance Limited STANDARD LIFE 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 0 see below for information see below 14%
Startline Motor Finance Limited No Group 65% 65% 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
Studio Retail Limited No Group 49% 45% 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
Sun Life Assurance Company of Canada (U.K.) Limited No Group 19% see below for information see below see below for information see below see below for information see below see below for information see below 0 see below for information see below 19%
Swinton Group Ltd No Group 37% see below for information see below see below for information see below 37% see below for information see below 0 see below for information see below see below for information see below
Telefonica Insurance S.A. No Group 66% see below for information see below see below for information see below 66% see below for information see below 0 see below for information see below see below for information see below
Telefonica UK Limited No Group 50% 50% 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
Tesco Personal Finance PLC TESCO PERSONAL FINANCE 14% 20% see below for information see below 14% 11% 89 see below for information see below see below for information see below
Tesco Underwriting Limited AGEAS 27% see below for information see below see below for information see below 27% see below for information see below 0 see below for information see below see below for information see below
The National Farmers' Union Mutual Insurance Society Limited No Group 18% see below for information see below see below for information see below 19% see below for information see below 0 see below for information see below see below for information see below
The Prudential Assurance Company Limited PRUDENTIAL PLC 12% see below for information see below see below for information see below see below for information see below see below for information see below 0 14% 12%
The Royal London Mutual Insurance Society Limited ROYAL LONDON GROUP 21% see below for information see below see below for information see below 20% see below for information see below 0 17% 23%
The Society of Lloyd's No Group 36% see below for information see below see below for information see below 36% see below for information see below 0 see below for information see below see below for information see below
Trusted Cash Limited No Group 27% 27% 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
UK Insurance Limited DIRECT LINE GROUP 20% see below for information see below see below for information see below 20% see below for information see below 0 see below for information see below see below for information see below
Ulster Bank Ltd THE ROYAL BANK OF SCOTLAND GROUP 28% 33% 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
Uncle Buck Finance LLP No Group 35% 35% 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
Union Reiseversicherung AG No Group 46% see below for information see below see below for information see below 46% see below for information see below 0 see below for information see below see below for information see below
Unum Ltd No Group 45% see below for information see below see below for information see below 45% see below for information see below 0 see below for information see below see below for information see below
Vanquis Bank Limited No Group 62% 62% 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
Vauxhall Finance plc No Group 56% 57% 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
Virgin Media Mobile Finance Limited No Group 71% see below for information see below 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
Virgin Money plc No Group 22% 23% 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
Vitality Corporate Services Limited No Group 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 0 see below for information see below see below for information see below
Vitality Health Limited No Group 22% see below for information see below see below for information see below 21% see below for information see below 0 see below for information see below see below for information see below
Volkswagen Financial Services (UK) Limited No Group 49% 49% 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
Watford Insurance Company Europe Limited No Group 42% see below for information see below see below for information see below 42% see below for information see below 0 see below for information see below see below for information see below
WDFC UK Limited No Group 61% 61% 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
Welcome Financial Services Limited No Group 26% see below for information see below see below for information see below see below for information see below 24% 0 see below for information see below see below for information see below
West Bromwich Building Society No Group 21% see below for information see below see below for information see below see below for information see below 24% 71 see below for information see below see below for information see below
Western Circle Limited No Group 39% 39% 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
Wirecard Card Solutions Limited No Group 39% 39% 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
WorldPay (UK) Limited No Group 39% 39% 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
Zenith Insurance plc No Group 32% see below for information see below see below for information see below 32% see below for information see below 0 see below for information see below see below for information see below
Zurich Assurance Ltd No Group 23% see below for information see below see below for information see below 26% see below for information see below 0 see below for information see below 16%
Zurich Insurance PLC No Group 23% see below for information see below see below for information see below 23% see below for information see below 0 see below for information see below see below for information see below
Blemain Finance Limited No Group 3% see below for information see below 3% 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
The Mortgage Business Plc LLOYDS 10% see below for information see below 10% 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
Yorkshire Building Society YORKSHIRE 15% 12% 12% see below for information see below 15% 665 see below for information see below see below for information see below
Leeds Building Society No Group 12% see below for information see below 13% see below for information see below 13% 147 see below for information see below see below for information see below
Bank of Scotland Plc LLOYDS 14% 17% 15% 31% 14% 2491 17% see below for information see below
Nationwide Building Society NATIONWIDE 10% 25% 16% 6% 7% 776 17% see below for information see below
Bank of Ireland (UK) Plc BANK OF IRELAND 35% 40% 20% see below for information see below 39% 19 see below for information see below see below for information see below
Lloyds Bank PLC LLOYDS 16% 18% 21% 12% 16% 1082 33% 10%
NRAM Limited UK ASSET RESOLUTION 23% see below for information see below 21% 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
NRAM plc No Group 23% see below for information see below 21% see below for information see below 25% 34 see below for information see below see below for information see below
Elderbridge Limited No Group 23% see below for information see below 22% 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
National Westminster Bank Plc THE ROYAL BANK OF SCOTLAND GROUP 23% 31% 25% 10% 14% 63 39% see below for information see below
Clydesdale Bank Plc No Group 31% 29% 27% see below for information see below 41% 100 see below for information see below see below for information see below
Mortgage Express UK ASSET RESOLUTION 30% see below for information see below 27% 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
Santander UK Plc SANTANDER UK 18% 31% 27% 13% 12% 647 21% see below for information see below
HSBC UK Bank Plc HSBC (GS) 27% 29% 29% 16% 26% 369 26% see below for information see below
The Mortgage Works (UK) Plc NATIONWIDE 29% see below for information see below 29% 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
Barclays Bank UK PLC BARCLAYS (GS) 23% 27% 31% 16% 20% 324 52% 66%
Connells Limited SKIPTON GROUP 20% see below for information see below 32% see below for information see below 7% 0 see below for information see below see below for information see below
The Royal Bank of Scotland Plc THE ROYAL BANK OF SCOTLAND GROUP 21% 29% 32% 3% 17% 98 see below for information see below see below for information see below
The Co-operative Bank Plc No Group 21% 25% 37% see below for information see below 17% 84 see below for information see below see below for information see below
Kensington Mortgage Company Limited No Group 40% see below for information see below 42% 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
Preferred Mortgages Limited No Group 41% see below for information see below 42% 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
Southern Pacific Mortgage Limited No Group 50% see below for information see below 56% 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
TSB Bank plc No Group 89% 90% 62% 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

This table shows the percentage of cases the ombudsman service resolved in the six-month period from 01 Jul to 31 Dec 2018 – that resulted in a change in outcome in favour of the consumer (comparing the financial business's response to the consumer's complaint and the final outcome after our involvement).

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

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

For more details of the different financial products covered by the five main complaint categories, please see the full list of complaint product-codes [PDF format].

business name: the names listed alphabetically are the official names by which businesses are regulated.
business group: this is the name of any larger group that the individual business was part of at the end of the six-month period.