complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 01 Jan to 30 Jun 2014. 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 2014. 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 = 40%)
mortgages and home finance
(average for all businesses = 32%)
general insurance
(excluding PPI)
(average for all businesses = 36%)
PPI
(average for all businesses = 64%)
investments
(average for all businesses = 46%)
life & pensions and decumulation
(average for all businesses = 29%)
The Royal Bank of Scotland Plc Royal Bank Of Scotland 38% 41% 36% 18% 38% 65% see below for information see below
National Westminster Bank Plc Royal Bank Of Scotland 40% 42% 30% 22% 38% 60% see below for information see below
Barclays Bank Plc Barclays 66% 49% 52% 47% 69% 57% 32%
HSBC Bank plc HSBC 78% 27% 28% 28% 84% 55% 31%
St. James's Place Wealth Management Plc St James Place 42% see below for information see below see below for information see below see below for information see below see below for information see below 55% see below for information see below
TD Direct Investing (Europe) Limited No Group 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 50% see below for information see below
NatWest Stockbrokers Ltd Royal Bank Of Scotland 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 43% see below for information see below
Santander UK Plc Santander UK 51% 51% 31% 30% 58% 43% 34%
Barclays Stockbrokers Limited Barclays 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 35% see below for information see below
Lloyds Bank PLC Lloyds 66% 30% 20% 14% 73% 30% 15%
Bank of Scotland Plc Lloyds 51% 28% 38% 44% 54% 25% 27%
Halifax Share Dealing Limited Lloyds 24% see below for information see below see below for information see below see below for information see below see below for information see below 24% see below for information see below
Interactive Investor Trading Limited No Group 26% see below for information see below see below for information see below see below for information see below see below for information see below 20% 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 see below for information see below 23%
ACE European Group 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
ACF Car Finance Limited No Group 20% see below for information see below see below for information see below see below for information see below 18% see below for information see below see below for information see below
Acromas Insurance Company Limited No Group 34% see below for information see below see below for information see below 34% see below for information see below see below for information see below see below for information see below
Admiral Insurance Company Limited Admiral 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
Advantage Insurance Company Limited No Group 51% see below for information see below see below for information see below 51% see below for information see below see below for information see below see below for information see below
Ageas Insurance Limited Ageas Insurance Limited 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
AIB Group (UK) Plc No Group 42% 39% 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
AIG Europe 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
Allianz Insurance Plc Allianz Insurance 59% see below for information see below see below for information see below 35% 62% see below for information see below see below for information see below
American Express Insurance Services Europe Limited No Group 30% 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 see below for information see below
American Express Services Europe Limited No Group 41% 34% 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
Amtrust Europe 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
Amtrust International Underwriters 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
Anglian Windows Ltd No Group 9% 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
Arnold Clark Automobiles Limited No Group 15% 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
Assurant General Insurance Limited No Group 65% see below for information see below see below for information see below 62% 71% see below for information see below see below for information see below
Automobile Association Insurance Services Limited No Group 41% see below for information see below see below for information see below 41% see below for information see below see below for information see below see below for information see below
Aviva Health UK Limited AVIVA 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
Aviva Insurance Limited AVIVA 48% see below for information see below see below for information see below 30% 68% see below for information see below see below for information see below
Aviva Life & Pensions UK Limited AVIVA 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 23%
Aviva Life Services UK Limited AVIVA 22% 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 24%
AXA Insurance UK Plc AXA 41% 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 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
AXA Wealth Services Limited AXA 9% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Bank of Ireland (UK) Plc Bank of Ireland 32% 35% 16% see below for information see below 33% see below for information see below see below for information see below
Banque PSA Finance No Group 43% 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 see below for information see below
BISL Limited No Group 46% see below for information see below see below for information see below 46% see below for information see below see below for information see below see below for information see below
Black Horse Limited Lloyds 53% 48% 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
Blemain Finance Limited No Group 47% 47% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
BMW Financial Services (GB) Limited No Group 35% 35% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Bradford & Bingley Plc UK Asset Resolution 8% see below for information see below 29% 14% 5% see below for information see below see below for information see below
Brightside Insurance Services Limited 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
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 see below for information see below see below for information see below
BUPA Insurance Limited BUPA 40% see below for information see below see below for information see below 40% see below for information see below see below for information see below see below for information see below
Canada Life Limited Canada 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 9%
Canada Square Operations Limited Citibank 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
Capital One (Europe) plc No Group 32% 17% see below for information see below see below for information see below 33% see below for information see below see below for information see below
Card Protection Plan Ltd No Group 53% see below for information see below see below for information see below 53% see below for information see below see below for information see below see below for information see below
Casheuronet UK LLC 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
Cheltenham & Gloucester plc Lloyds 32% see below for information see below 26% see below for information see below 34% 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 32% see below for information see below see below for information see below see below for information see below
Citibank International plc 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 75% see below for information see below see below for information see below see below for information see below 78% see below for information see below see below for information see below
Close Brothers 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
Close Motor Finance Limited No Group 16% see below for information see below see below for information see below see below for information see below 9% see below for information see below see below for information see below
Clydesdale Bank Plc National Australia Group 57% 52% 42% 40% 60% see below for information see below see below for information see below
Clydesdale Financial Services Limited Barclays 38% 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 15% see below for information see below 28% see below for information see below 7% see below for information see below see below for information see below
Countrywide Assured Plc No Group 23% 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 38%
Countrywide Principal Services Limited No Group 15% see below for information see below 31% 13% 5% see below for information see below see below for information see below
Covea Insurance plc No Group 32% see below for information see below see below for information see below 32% see below for information see below see below for information see below see below for information see below
Coventry Building Society No Group 3% 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
Creation Consumer Finance Ltd No Group 52% 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 see below for information see below
Creation Financial Services Limited No Group 47% 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
CT Capital PLC No Group 85% see below for information see below see below for information see below see below for information see below 88% see below for information see below see below for information see below
Cumberland Building Society No Group 8% 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
DAS Legal Expenses 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
Decidebloom Limited No Group 7% see below for information see below see below for information see below see below for information see below 6% see below for information see below see below for information see below
DFS Trading Limited No Group 36% see below for information see below see below for information see below see below for information see below 37% see below for information see below see below for information see below
Direct Auto Finance Insurance Services Ltd No Group 14% 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
Domestic & General Insurance Plc Domestic & General 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
esure Insurance Limited ESURE 22% see below for information see below see below for information see below 22% see below for information see below see below for information see below see below for information see below
Everyday Loans Limited No Group 21% see below for information see below see below for information see below see below for information see below 18% see below for information see below see below for information see below
Experian Limited No Group 45% 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
Express Gifts Ltd No Group 90% see below for information see below see below for information see below see below for information see below 93% see below for information see below see below for information see below
FCE Bank Plc 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
Financial Insurance Company 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
First Central Insurance Management Ltd 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
First Central Insurance Services Limited No Group 29% see below for information see below see below for information see below 29% see below for information see below see below for information see below see below for information see below
First Response Finance Ltd No Group 22% see below for information see below 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
Firstplus Financial Group Plc Barclays 80% 33% see below for information see below see below for information see below 93% see below for information see below see below for information see below
FirstRand Bank Limited No Group 48% 39% 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
Ford Retail Limited No Group 15% 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
Friends Life Limited Friends Provident 27% see below for information see below see below for information see below 33% see below for information see below see below for information see below 21%
Friends Life Services Limited Friends Provident 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 35%
GE Money Consumer Lending Limited No Group 37% 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
GE Money Home Lending Limited No Group 30% see below for information see below 41% see below for information see below 22% see below for information see below see below for information see below
GMAC UK Plc No Group 41% 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
Great Lakes Reinsurance (UK) Plc No Group 30% see below for information see below see below for information see below 30% see below for information see below see below for information see below see below for information see below
Guardian Assurance Limited No Group 20% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below 22%
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
Hargreaves Lansdown Asset Management Limited No Group 17% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Hastings Insurance Services Ltd 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
Hitachi Capital (UK) Plc No Group 38% 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
Home Retail Group Card Services Limited No Group 47% 47% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Home Retail Group Insurance Services Limited No Group 23% see below for information see below see below for information see below see below for information see below 22% see below for information see below see below for information see below
Homecare Insurance Limited No Group 53% see below for information see below see below for information see below 53% see below for information see below see below for information see below see below for information see below
Homeserve Membership Limited No Group 11% see below for information see below see below for information see below 11% see below for information see below see below for information see below see below for information see below
ICICI Bank UK Plc No Group 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 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 see below for information see below see below for information see below
Inter Partner Assistance SA No Group 41% see below for information see below see below for information see below 41% see below for information see below see below for information see below see below for information see below
International Insurance Company of Hannover SE 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
ITC Compliance Limited No Group 19% 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
J D Williams & Company Limited No Group 65% 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 14% see below for information see below 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
Leeds Building Society No Group 18% see below for information see below 34% see below for information see below 13% see below for information see below see below for information see below
Legal & General Assurance Society Limited Legal & General 24% 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 21%
Legal & General Insurance Limited Legal & General 25% see below for information see below see below for information see below 30% 20% see below for information see below see below for information see below
Legal & General Partnership Services Limited Legal & General 28% see below for information see below 11% see below for information see below 37% see below for information see below see below for information see below
Liverpool Victoria Friendly Society Limited Liverpool Victoria Group 35% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Liverpool Victoria Insurance Company Limited Liverpool Victoria Group 30% see below for information see below see below for information see below 30% see below for information see below see below for information see below see below for information see below
Lloyds Bank General Insurance Limited Lloyds 41% see below for information see below see below for information see below 30% 68% see below for information see below see below for information see below
Lloyds Bank Insurance Services Limited Lloyds 33% see below for information see below see below for information see below 9% see below for information see below see below for information see below see below for information see below
Loans.co.uk Ltd Bank of America Merrill Lynch Group 77% see below for information see below see below for information see below see below for information see below 77% see below for information see below see below for information see below
London General Insurance Company 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
Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. No Group 51% see below for information see below see below for information see below 51% see below for information see below see below for information see below see below for information see below
Markerstudy 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
Marks & Spencer Financial Services plc HSBC 58% 32% see below for information see below see below for information see below 60% see below for information see below see below for information see below
MBNA Limited Bank of America Merrill Lynch Group 93% 35% see below for information see below 97% 94% see below for information see below see below for information see below
MKDP LLP No Group 17% 17% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Mortgage Express UK Asset Resolution 17% 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
National House-Building Council No Group 67% see below for information see below see below for information see below 67% see below for information see below see below for information see below see below for information see below
National Savings and Investments No Group 33% 33% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Nationwide Building Society Nationwide 12% 31% 32% 13% 8% see below for information see below 43%
Newcastle Building Society No Group 8% 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
NewDay Ltd No Group 66% 60% see below for information see below see below for information see below 74% see below for information see below see below for information see below
Northern Bank Limited No Group 40% 19% see below for information see below see below for information see below 44% see below for information see below see below for information see below
Nottingham Building Society No Group 4% see below for information see below see below for information see below see below for information see below 2% see below for information see below see below for information see below
NRAM plc UK Asset Resolution 49% 42% 35% see below for information see below 62% see below for information see below see below for information see below
Ocean Finance and Mortgages Limited No Group 93% see below for information see below see below for information see below see below for information see below 95% see below for information see below see below for information see below
Octagon 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
Openwork Limited Zurich 21% 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
PayPal Sarl & Cie, SCA No Group 15% 15% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Pendragon Finance and Insurance Services Limited No Group 8% see below for information see below see below for information see below see below for information see below 9% see below for information see below see below for information see below
Personal Touch Financial Services Ltd No Group 29% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below 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 16%
Phoenix Life Limited Phoenix Group 22% 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 23%
Pinnacle Insurance Plc Cardiff Pinnacle 77% see below for information see below see below for information see below 53% 85% 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 see below for information see below 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 64% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Principality Building Society Principality 5% 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
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
PTI 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
R. Raphael & Sons Plc No Group 35% 36% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
RAC Insurance Limited No Group 51% see below for information see below see below for information see below 51% see below for information see below see below for information see below see below for information see below
RAC Motoring Services No Group 65% 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 see below for information see below
ReAssure Limited ReAssure Company Limited 25% 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 21%
Red Sands Insurance Company (Europe) Limited No Group 43% see below for information see below see below for information see below 44% see below for information see below see below for information see below see below for information see below
Royal & Sun Alliance Insurance Plc RSA Insurance UK 30% 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
Royal London (CIS) Limited Royal London 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 15%
Sabre Insurance Company Limited No Group 41% see below for information see below see below for information see below 41% see below for information see below see below for information see below see below for information see below
Saga Services Limited No Group 33% see below for information see below see below for information see below 33% see below for information see below see below for information see below see below for information see below
Sainsbury's Bank Plc Sainsburys Bank 25% 24% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Santander Cards UK Limited Santander UK 36% 32% 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
Santander Consumer (UK) Plc Santander UK 50% 51% 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
Scottish Equitable Plc Aegon 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 40%
Scottish Widows plc Lloyds 15% 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 10%
Secret Eye Limited No Group 94% 94% see below for information see below 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 23% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Sesame Limited Friends Provident 26% see below for information see below see below for information see below 11% 7% see below for information see below 38%
Shop Direct Finance Company Limited No Group 65% 62% see below for information see below see below for information see below 76% see below for information see below see below for information see below
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% see below for information see below see below for information see below
Southern Pacific Mortgage Limited No Group 62% see below for information see below 60% see below for information see below see below for information see below see below for information see below see below for information see below
St Andrew's Insurance plc Lloyds 53% see below for information see below see below for information see below 31% 68% see below for information see below see below for information see below
Standard Life Assurance Limited Standard Life 23% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below 26%
Sterling Insurance Company Limited No Group 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 see below for information see below
Stonebridge International Insurance Ltd Aegon Group 21% see below for information see below see below for information see below 22% see below for information see below see below for information see below see below for information see below
Sun Life Assurance Company of Canada (U.K.) Limited No Group 28% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below 27%
Swinton Group Ltd 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
Sygma Banque No Group 50% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Tesco Personal Finance PLC Tesco Personal Finance 29% 32% see below for information see below 29% 28% see below for information see below see below for information see below
Tesco Underwriting Limited Ageas Insurance Limited 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
The Co-operative Bank Plc CO-OP 40% 32% 28% see below for information see below 44% see below for information see below see below for information see below
The Funding Corporation Limited No Group 71% see below for information see below see below for information see below see below for information see below 76% see below for information see below see below for information see below
The Governor and Company of the Bank of Ireland Bank of Ireland 10% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
The Mortgage Business Plc Lloyds 40% 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 see below for information see below
The Mortgage Works (UK) Plc Nationwide 10% see below for information see below 10% see below for information see below see below for information see below see below for information see below see below for information see below
The National Farmers' Union Mutual Insurance Society Limited National Farmers Union Mutual Society Limited 37% see below for information see below see below for information see below 38% 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 16% 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 17%
The Royal Bank of Scotland Group Independent Financial Services Limited Royal Bank Of Scotland 29% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
The Royal London Mutual Insurance Society Limited Royal London Group 17% 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 12%
The Society of Lloyd's No Group 41% 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
Towergate Underwriting Group Limited No Group 30% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
UK Car Group Limited No Group 19% 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
UK Insurance Limited Direct Line 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
Ulster Bank Ltd Royal Bank Of Scotland 45% 52% 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
Union Reiseversicherung AG No Group 70% see below for information see below see below for information see below 70% see below for information see below see below for information see below see below for information see below
Unum Ltd Unum Limited 75% see below for information see below see below for information see below 75% see below for information see below see below for information see below see below for information see below
Vanquis Bank Limited No Group 24% 24% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Virgin Money plc Virgin Money 16% see below for information see below 19% see below for information see below see below for information see below see below for information see below see below for information see below
Volkswagen Financial Services (UK) 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
WDFC UK Limited No Group 53% 53% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Welcome Financial Services Limited No Group 76% 44% 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
Wesleyan Assurance Society 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
West Bromwich Building Society West Bromwich Group 15% 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
West Bromwich Mortgage Company Limited West Bromwich Group 1% see below for information see below 1% see below for information see below see below for information see below see below for information see below see below for information see below
WorldPay (UK) Limited No Group 17% 17% see below for information see below see below for information see below see below for information see below see below for information see below see below for information see below
Yorkshire Building Society Yorkshire 7% 23% 26% see below for information see below 4% see below for information see below see below for information see below
Zenith Insurance plc 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
Zurich Assurance Ltd Zurich 22% 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 24%
Zurich Insurance PLC Zurich 33% see below for information see below see below for information see below 33% see below for information see below see below for information see below see below for information see below

*includes HFC Bank Limited for the HSBC data

This table shows the percentage of cases the ombudsman service resolved in the six-month period from 01 Jan to 30 Jun 2014 – 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.