complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 01 Jan to 30 Jun 2015. The figures will help people to see how individual financial businesses handled their customer complaints. The tables show:

  • new cases
    The number of new cases received by the ombudsman service in this six-month period – from consumers dissatisfied with the financial business’s response to their complaint. This number is likely to reflect the size of the business involved.
  • resolved cases
    The percentage of resolved cases where the ombudsman service made a change in favour of the consumer. This change could range from £1 to £150,000.

These figures cover financial businesses only where we received at least 30 new cases and resolved at least 30 cases in the six-month period from 01 Jan to 30 Jun 2015. Complaints relating to these businesses made up around 95% of the total number of cases handled by the ombudsman service in this period.

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

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

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business name
business group
% resolved in favour of consumer
(average for all businesses = 57%)
% resolved in favour of consumer – by complaint category
(and average figure for all businesses – for comparison)
banking and credit
(average for all businesses = 29%)
mortgages and home finance
(average for all businesses = 32%)
general insurance
(excluding PPI)
(average for all businesses = 36%)
PPI
(average for all businesses = 76%)
investments
(average for all businesses = 36%)
life & pensions and decumulation
(average for all businesses = 25%)
TD Direct Investing (Europe) 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 60% see below for information see below
Interactive Investor Trading Limited No Group 62% see below for information see below see below for information see below see below for information see below see below for information see below 59% see below for information see below
The Royal Bank of Scotland Plc Royal Bank Of Scotland 56% 25% 33% 26% 82% 44% see below for information see below
Santander UK Plc Santander UK 59% 40% 38% 27% 81% 42% 36%
Barclays Bank Plc Barclays 70% 45% 41% 38% 81% 37% 18%
Credit Suisse International 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 32% see below for information see below
HSBC Bank plc HSBC 42% 15% 22% 44% 66% 31% see below for information see below
National Westminster Bank Plc Royal Bank Of Scotland 43% 25% 37% 18% 80% 29% see below for information see below
Halifax Share Dealing Limited Lloyds 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 28% see below for information see below
AXA Wealth Services Limited AXA 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 20% see below for information see below
Lloyds Bank PLC Lloyds 78% 13% 39% 15% 93% 18% 13%
Bank of Scotland Plc Lloyds 54% 11% 31% 46% 66% 16% 31%
Hargreaves Lansdown Asset Management Limited No Group 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 16% see below for information see below
Yorkshire Building Society Yorkshire 27% 33% 27% see below for information see below 33% 9% see below for information see below
Abbey Life Assurance Company Limited 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 20%
Accord Mortgages Limited Yorkshire 38% see below for information see below 36% see below for information see below see below for information see below see below for information see below see below for information see below
ACE European Group Limited No Group 57% see below for information see below see below for information see below 58% see below for information see below see below for information see below see below for information see below
ACF Car Finance Limited No Group 44% see below for information see below 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
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
Admiral Insurance Company Limited Admiral Group 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 see below for information see below
Advantage Insurance Company Limited No Group 54% see below for information see below see below for information see below 54% see below for information see below see below for information see below see below for information see below
Ageas Insurance 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
AIB Group (UK) Plc No Group 47% 20% 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
AIG Europe Limited No Group 15% 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 see below for information see below
Allianz Insurance Plc Allianz Insurance 52% see below for information see below see below for information see below 32% 71% see below for information see below see below for information see below
American Express Insurance Services Europe Limited No Group 11% see below for information see below see below for information see below see below for information see below 8% see below for information see below see below for information see below
American Express Services Europe Limited No Group 31% 26% 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
Amigo Loans Ltd No Group 25% 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
Amtrust Europe 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
Amtrust International Underwriters Ltd 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
Arnold Clark Automobiles Limited No Group 16% see below for information see below 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
Arrow Global Limited No Group 48% 48% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Assurant General Insurance Limited No Group 46% see below for information see below see below for information see below 32% 74% see below for information see below see below for information see below
Automobile Association Insurance Services 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
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 Insurance Limited AVIVA 38% see below for information see below see below for information see below 31% 52% 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 34% see below for information see below see below for information see below 23%
Aviva Life Services UK Limited AVIVA 13% 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 15%
AXA Insurance UK Plc AXA 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
AXA PPP Healthcare Limited AXA 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
Bank of Ireland (UK) Plc Bank of Ireland 42% 42% 29% see below for information see below 67% see below for information see below see below for information see below
Banque PSA Finance No Group 56% 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
Be Wiser Insurance Services 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
BISL 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
Black Horse Limited Lloyds 78% 20% 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
Blemain Finance 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
BMW Financial Services (GB) Limited No Group 40% 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
Bradford & Bingley Plc UK Asset Resolution 26% see below for information see below 39% see below for information see below 23% see below for information see below see below for information see below
Brightside Insurance Services Limited No Group 12% see below for information see below see below for information see below 12% see below for information see below see below for information see below see below for information see below
British Gas Insurance 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
British Gas Services Limited No Group 53% see below for information see below see below for information see below 55% see below for information see below see below for information see below see below for information see below
BUPA Insurance Limited BUPA 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
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
Caledonian Consumer Finance Ltd 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
Canada Life Limited Canada Life 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 13%
Canada Square Operations Limited Citibank 71% see below for information see below 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
Capital One (Europe) plc No Group 78% 23% see below for information see below see below for information see below 81% see below for information see below see below for information see below
Capital One Homeowner Loans Limited No Group 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 see below for information see below
Capquest Debt Recovery Limited No Group 51% 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
Casheuronet UK LLC No Group 80% 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 see below for information see below
Caversham Finance Limited No Group 50% 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
Cheltenham & Gloucester plc Lloyds 42% see below for information see below 39% see below for information see below 43% see below for information see below see below for information see below
CIS General Insurance Limited CO-OP 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
Citibank International Limited Citibank 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 see below for information see below
CitiFinancial Europe Plc Citibank 55% see below for information see below see below for information see below see below for information see below 54% see below for information see below see below for information see below
Close Brothers Limited No Group 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 see below for information see below
Clydesdale Bank Plc National Australia Group 69% 32% 45% 42% 85% see below for information see below see below for information see below
Clydesdale Financial Services Limited Barclays 37% 37% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Connells Limited Skipton Group 27% see below for information see below 47% see below for information see below 11% see below for information see below see below for information see below
Countrywide Assured Plc 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 36%
Countrywide Principal Services Limited No Group 23% see below for information see below 42% 21% 13% see below for information see below see below for information see below
Covea Insurance plc 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
Coventry Building Society No Group 10% 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 see below for information see below
Creation Consumer Finance Ltd No Group 75% 67% 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
Creation Financial Services Limited No Group 59% 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
CT Capital PLC No Group 89% see below for information see below see below for information see below see below for information see below 94% see below for information see below see below for information see below
Cumberland Building Society No Group 27% 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
DAS Legal Expenses Insurance Company Limited 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
DFS Trading Limited No Group 65% see below for information see below see below for information see below see below for information see below 65% see below for information see below see below for information see below
Domestic & General Insurance Plc Domestic & General 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
DSG Retail Limited No Group 94% see below for information see below see below for information see below 97% see below for information see below see below for information see below see below for information see below
Elite Insurance Company Limited No Group 49% see below for information see below see below for information see below 49% see below for information see below see below for information see below see below for information see below
Equifax Limited 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
Erudio Student Loans Limited No Group 74% 74% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
esure Insurance Limited ESURE 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
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 see below for information see below
Europaische Reiseversicherung AG No Group 55% see below for information see below see below for information see below 55% see below for information see below see below for information see below see below for information see below
Everyday Loans Limited No Group 75% see below for information see below 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
Experian 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
Express Gifts Ltd No Group 57% 37% 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
FCA Automotive Services UK Ltd No Group 60% 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
FCE Bank Plc No Group 40% 39% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Financial Insurance Company Limited No Group 23% see below for information see below see below for information see below see below for information see below 23% see below for information see below see below for information see below
First Central Insurance Management Ltd No Group 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 see below for information see below
First Complete Ltd No Group 27% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
First Response Finance Ltd No Group 71% see below for information see below see below for information see below see below for information see below 84% see below for information see below see below for information see below
Firstplus Financial Group Plc Barclays 54% 19% see below for information see below see below for information see below 82% see below for information see below see below for information see below
FirstRand Bank Limited No Group 47% 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
Friends Life Limited Friends Provident 24% 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 24%
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 23%
GE Money Consumer Lending 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 see below for information see below
GE Money Home Lending Limited No Group 45% see below for information see below 49% see below for information see below 33% see below for information see below see below for information see below
GMAC UK Plc No Group 36% 36% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Great Lakes Reinsurance (UK) Plc No Group 37% 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
Gregory Pennington Limited No Group 23% 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 see below for information see below
Guardian Assurance Limited No Group 13% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below 12%
Halifax Insurance Ireland Ltd Lloyds 45% see below for information see below 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
Hastings Insurance Services Ltd 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
HFC Bank Limited HSBC 88% see below for information see below 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
Hitachi Capital (UK) Plc No Group 48% 45% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Home Retail Group Card Services Limited No Group 41% 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
Home Retail Group Insurance Services Limited No Group 86% 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
Homeserve Membership Limited 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
IGO4 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
Inter Partner Assistance SA 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
International Insurance Company of Hannover SE 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
J D Williams & Company Limited No Group 66% 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
Kensington Mortgage Company Limited No Group 16% see below for information see below 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
Leeds Building Society No Group 28% see below for information see below 27% see below for information see below 31% see below for information see below see below for information see below
Legal & General Assurance Society Limited Legal & General 17% see below for information see below see below for information see below 16% see below for information see below see below for information see below 15%
Legal & General Insurance Limited Legal & General 30% see below for information see below see below for information see below 29% 32% see below for information see below see below for information see below
Legal & General Partnership Services Limited Legal & General 29% see below for information see below 27% see below for information see below 42% see below for information see below see below for information see below
Liverpool Victoria Friendly Society Limited Liverpool Victoria 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
Liverpool Victoria Insurance Company Limited Liverpool Victoria Group 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 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 22% 64% see below for information see below see below for information see below
Loans Direct UK Limited No Group 77% 77% 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
Loans.co.uk Ltd Bank of America Merrill Lynch Group 46% see below for information see below 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
London General 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
Lowell Financial Ltd No Group 25% 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
Lowell Portfolio I Ltd No Group 17% 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
Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, 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
Markerstudy 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
Marks & Spencer Financial Services plc HSBC 60% 30% see below for information see below see below for information see below 66% see below for information see below see below for information see below
MBNA Limited Bank of America Merrill Lynch Group 70% 25% see below for information see below 85% 78% see below for information see below see below for information see below
MEM Consumer 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
Mercedes-Benz Financial Services UK 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
Metro Bank PLC No Group 35% 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
MKDP LLP No Group 20% 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
Mortgage Express UK Asset Resolution 26% 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 see below for information see below
Motorfile Ltd No Group 85% see below for information see below see below for information see below 85% see below for information see below see below for information see below see below for information see below
National House-Building Council 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
National Savings and Investments 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
Nationwide Building Society Nationwide 22% 30% 32% 11% 17% see below for information see below 13%
Newcastle Building Society No Group 41% 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
NewDay Cards Ltd No Group 49% 48% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
NewDay Ltd No Group 69% 51% see below for information see below see below for information see below 94% see below for information see below see below for information see below
Northern Bank Limited No Group 39% 27% 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
NRAM plc UK Asset Resolution 41% 17% 30% see below for information see below 54% see below for information see below see below for information see below
Octagon 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 see below for information see below see below for information see below
One Call Insurance 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
One 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
Openwork Limited Zurich 25% see below for information see below 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
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
Personal Touch Financial Services Ltd No Group 21% 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
Phoenix Life Assurance Limited Phoenix 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 see below for information see below 18%
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 see below for information see below 19%
Pinnacle Insurance Plc Cardiff Pinnacle 33% see below for information see below see below for information see below 20% 41% see below for information see below see below for information see below
Platform Home Loans Ltd CO-OP 34% 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 see below for information see below
Positive Solutions (Financial Services) Limited No Group 39% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Principality Building Society Principality 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
Provident Personal Credit 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
QBE Insurance (Europe) Limited No Group 28% see below for information see below see below for information see below 28% see below for information see below see below for information see below see below for information see below
R. Raphael & Sons Plc No Group 29% 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
RAC Insurance Limited 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
RAC Motoring Services No Group 50% see below for information see below see below for information see below 50% see below for information see below see below for information see below see below for information see below
RCI Financial Services Limited No Group 54% 55% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
ReAssure Limited ReAssure Company Limited 28% 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 25%
Red Sands Insurance Company (Europe) 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
Royal & Sun Alliance Insurance Plc RSA Insurance UK 25% see below for information see below see below for information see below 26% see below for information see below see below for information see below see below for information see below
Royal London (CIS) Limited Royal London Group 27% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below 23%
Saga Services Limited 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
Sainsbury's Bank Plc Sainsburys Bank 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
Santander Cards UK Limited Santander UK 54% 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 see below for information see below
Santander Consumer (UK) Plc Santander UK 55% 52% see below for information see below see below for information see below 66% see below for information see below see below for information see below
Scottish Equitable Plc Aegon 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 16%
Scottish Widows plc Lloyds 14% 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 9%
Secret Eye Limited No Group 79% 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 see below for information see below
Secure Trust Bank Plc No Group 63% 38% see below for information see below see below for information see below 94% see below for information see below see below for information see below
Sesame Limited Friends Provident 27% see below for information see below see below for information see below see below for information see below 25% see below for information see below 36%
SGE Loans Limited No Group 79% 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 see below for information see below
Shop Direct Finance Company Limited No Group 56% 57% 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
Skipton Building Society Skipton Group 37% see below for information see below 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
Skyfire Insurance Company Limited 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
Solid Försäkringar AB 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
Southern Pacific Mortgage 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 see below for information see below see below for information see below
St Andrew's Insurance plc Lloyds 54% see below for information see below see below for information see below 18% 66% see below for information see below see below for information see below
St. James's Place Wealth Management Plc St James Place 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 see below for information see below
Standard Life Assurance Limited Standard Life 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 12%
Stonebridge International Insurance Ltd Aegon 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
Sun Life Assurance Company of Canada (U.K.) Limited No Group 39% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below 41%
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
Sygma Banque No Group 60% 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
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 see below for information see below see below for information see below
Tesco Personal Finance PLC Tesco Personal Finance 51% 35% see below for information see below 18% 71% see below for information see below see below for information see below
Tesco Underwriting 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
The Car Finance Company (2007) Ltd 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
The Co-operative Bank Plc No Group 57% 29% 38% see below for information see below 76% see below for information see below see below for information see below
The Mortgage Business Plc Lloyds 33% 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 see below for information see below
The Mortgage Works (UK) Plc Nationwide 5% 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 see below for information see below
The National Farmers' Union Mutual Insurance Society Limited National Farmers Union Mutual Society Limited 35% see below for information see below see below for information see below 37% see below for information see below see below for information see below see below for information see below
The Prudential Assurance Company Limited Prudential PLC 14% 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 12%
The Royal Bank of Scotland Group Independent Financial Services Limited Royal Bank Of Scotland 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 see below for information see below see below for information see below
The Royal London Mutual Insurance Society Limited Royal London Group 16% 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 13%
The Society of Lloyd's No Group 33% 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
Towergate Underwriting Group Limited No Group 51% 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
TSB Bank plc No Group 13% 10% 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
UK Insurance Limited Direct Line 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
Ulster Bank Ltd Royal Bank Of Scotland 48% 34% 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
Union Reiseversicherung AG 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
Unum Ltd 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 see below for information see below
Vanquis Bank Limited No Group 16% 16% 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 15% see below for information see below 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
Vitality Corporate Services Limited Prudential PLC 39% 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
Volkswagen Financial Services (UK) Limited No Group 33% 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
Wage Day Advance Limited 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
WDFC UK Limited No Group 71% 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 see below for information see below
Welcome Financial Services Limited No Group 66% see below for information see below see below for information see below see below for information see below 66% see below for information see below see below for information see below
West Bromwich Building Society West Bromwich Group 49% see below for information see below see below for information see below see below for information see below 64% see below for information see below see below for information see below
WorldPay (UK) 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
Zenith Insurance plc No Group 49% see below for information see below see below for information see below 49% see below for information see below see below for information see below see below for information see below
Zurich Assurance Ltd Zurich 29% 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 22%
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 see below for information see below

This table shows the percentage of cases the ombudsman service resolved in the six-month period from 01 Jan to 30 Jun 2015 – 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.