complaints data – showing individual financial businesses

The two tables of figures below cover the six months from 1 July to 31 December 2011. The figures will help people to see how individual financial businesses handled their customer complaints. The tables show:

  • new cases
    The number of new cases received by the ombudsman service in this six-month period – from consumers dissatisfied with the financial business’s response to their complaint. This number is likely to reflect the size of the business involved.
  • resolved cases
    The percentage of resolved cases where the ombudsman service made a change in favour of the consumer. This change could range from £1 to £100,000.

These figures cover financial businesses only where we received at least 30 new cases and resolved at least 30 cases in the six-month period from 1 July to 31 December 2011. Complaints relating to these businesses made up around 90% of the total number of cases handled by the ombudsman service in this period.

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

can't find the name you're looking for?
Businesses are listed in these tables under the official name by which they are regulated. But they may also operate under different brands or trading names. Check the name you’re looking for to find any related business name under which complaints data might be listed.

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

sorting tables by different headings
Click the sort button symbol at the top of the relevant column to sort the figures in the tables.
business name
sort button		 business group
sort button		 total number of new cases received
sort button 		number of new cases - by complaint category
banking and credit
sort button		 mortgages and home finance
sort button		 general insurance
(excluding PPI)
sort button		 PPI
sort button		 investments
sort button		 life & pensions and decumulation
sort button
Abbey Life Assurance Company Limited No Group 164 0 0 9 0 2 153
ACE European Group Limited No Group 54 0 0 53 1 0 0
ACF Car Finance Limited No Group 75 8 0 4 63 0 0
Acromas Insurance Company Limited No Group 141 0 0 141 0 0 0
Admiral Insurance Company Limited Admiral Group 158 0 0 158 0 0 0
Advantage Insurance Company Limited No Group 56 0 0 56 0 0 0
Ageas Insurance Limited Ageas Insurance Limited 359 0 0 354 5 0 0
AIB Group (UK) Plc No Group 217 59 14 1 143 0 0
Allianz Insurance Plc Allianz Insurance 298 0 0 241 57 0 0
American Express Services Europe Limited No Group 190 92 0 2 96 0 0
American Life Insurance Company (USA) No Group 47 0 0 23 1 1 22
Amtrust Europe Limited No Group 42 0 0 42 0 0 0
Amtrust International Underwriters Ltd No Group 94 0 0 89 5 0 0
Arnold Clark Automobiles Limited No Group 101 7 0 2 92 0 0
Automobile Association Insurance Services Limited No Group 74 0 0 74 0 0 0
Aviva Insurance Limited AVIVA 837 0 0 563 265 0 9
Aviva Insurance UK Limited AVIVA 44 0 0 44 0 0 0
Aviva Life & Pensions UK Limited AVIVA 521 0 6 61 3 52 399
AWD Chase de Vere Limited No Group 38 0 0 0 2 21 15
AXA Insurance UK Plc AXA 736 0 0 698 38 0 0
AXA PPP Healthcare Limited AXA 60 0 0 60 0 0 0
Bank of Ireland (UK) Plc Bank of Ireland 249 110 25 5 91 12 6
Bank of Scotland plc Lloyds 6082 2832 884 126 1954 152 134
Barclays Bank Plc Barclays 11524 3474 458 119 6975 361 137
Barclays Insurance (Dublin) Limited Barclays 53 0 0 2 51 0 0
BDML Connect Limited No Group 54 0 0 54 0 0 0
BISL Limited No Group 346 0 0 346 0 0 0
Black Horse Limited Lloyds 5252 248 0 5 4999 0 0
BMW Financial Services(GB) Limited No Group 82 73 0 3 6 0 0
Bradford & Bingley Plc UK Asset Resolution 260 5 45 11 156 9 34
BRIT Insurance Limited No Group 58 0 0 58 0 0 0
British Credit Trust Holdings Ltd No Group 103 18 0 4 81 0 0
British Gas Insurance Limited No Group 133 0 0 133 0 0 0
BUPA Insurance Limited BUPA 87 0 0 87 0 0 0
Canada Life Limited Canada Life 67 0 1 17 0 2 47
Capital One (Europe) plc Capital One 5375 317 0 1 5057 0 0
Card Protection Plan Ltd No Group 75 10 0 65 0 0 0
Chartis Europe Limited No Group 80 0 0 80 0 0 0
Cheltenham & Gloucester plc Lloyds 409 8 284 10 102 0 5
Churchill Insurance Company Limited Royal Bank Of Scotland 107 0 0 107 0 0 0
CIS General Insurance Limited CO-OP 235 0 0 234 0 0 1
Citibank International plc Citibank 58 37 0 0 19 1 1
CitiFinancial Europe Plc Citibank 587 121 2 2 462 0 0
Clydesdale Bank Plc National Australia Group 1829 332 125 15 1336 13 8
Clydesdale Financial Services Limited Barclays 481 470 0 2 9 0 0
Co-operative Insurance Society Limited CO-OP 173 1 0 30 6 9 127
Countrywide Principal Services Limited No Group 65 0 33 11 21 0 0
Creation Consumer Finance Ltd No Group 97 63 0 2 32 0 0
Creation Financial Services Limited No Group 143 71 0 0 72 0 0
CT Capital PLC Central Trust 419 5 8 1 405 0 0
DAS Legal Expenses Insurance Company Limited No Group 131 0 0 131 0 0 0
Direct Line Insurance Plc Royal Bank Of Scotland 141 0 0 141 0 0 0
E Insurance Services Ltd No Group 48 0 0 48 0 0 0
Egg Banking Plc Citibank 927 173 4 1 749 0 0
esure Insurance Limited ESURE 166 0 0 166 0 0 0
EUI Limited Admiral Group 66 0 0 65 1 0 0
Europ Assistance Holdings Limited Europ Assistance 82 0 0 82 0 0 0
Everyday Loans Limited No Group 132 5 0 0 127 0 0
First Response Finance Ltd No Group 169 6 0 3 160 0 0
Firstplus Financial Group Plc Barclays 215 44 10 0 161 0 0
FirstRand Bank Limited No Group 35 16 0 2 17 0 0
Friends Life Company Limited Friends Provident 62 0 0 15 1 6 40
Friends Life Limited Friends Provident 139 0 3 26 2 6 102
Friends Life Services Limited Friends Provident 140 0 1 18 3 20 98
GE Money Consumer Lending Limited General Electric 94 48 7 0 39 0 0
GE Money Home Lending Limited General Electric 152 32 51 1 68 0 0
Great Lakes Reinsurance (UK) Plc No Group 92 0 0 88 4 0 0
Gresham Insurance Company Limited AVIVA 33 0 0 33 0 0 0
Groupama Insurance Company Limited Groupama 160 0 0 152 8 0 0
Guardian Assurance Limited No Group 59 0 0 7 0 2 50
Halifax General Insurance Services Limited Lloyds 39 0 0 39 0 0 0
Halifax Insurance Ireland Ltd Lloyds 84 0 0 4 80 0 0
Hastings Insurance Services Ltd No Group 83 0 0 83 0 0 0
HFC Bank Limited HSBC 1181 98 0 5 1078 0 0
Hitachi Capital (UK) Plc No Group 94 91 0 0 3 0 0
Home Retail Group Insurance Services Limited No Group 114 0 0 0 114 0 0
Homecare Insurance Limited No Group 69 0 0 69 0 0 0
Homeserve Membership Limited No Group 72 0 0 72 0 0 0
HSBC Bank plc HSBC 4430 1227 136 122 2813 96 36
Inter Partner Assistance SA No Group 601 0 0 601 0 0 0
ITC Compliance Limited No Group 41 0 0 10 31 0 0
J D Williams & Company Limited No Group 65 35 0 2 28 0 0
Kensington Mortgage Company Limited No Group 81 5 65 5 6 0 0
Legal & General Assurance Society Limited Legal & General 308 0 0 79 0 45 184
Legal & General Insurance Limited Legal & General 187 0 0 150 34 0 3
Legal & General Partnership Services Limited Legal & General 114 0 43 18 53 0 0
Liverpool Victoria Friendly Society Limited Liverpool Victoria Group 43 3 0 3 10 3 24
Liverpool Victoria Insurance Company Limited Liverpool Victoria Group 235 0 0 232 3 0 0
Lloyds TSB Bank Plc Lloyds 7467 2788 85 148 4257 75 114
Lloyds TSB General Insurance Limited Lloyds 301 1 0 213 87 0 0
Lloyds TSB Insurance Services Limited Lloyds 81 0 0 37 44 0 0
Loans.co.uk Ltd MBNA 718 6 9 0 703 0 0
London General Insurance Company Limited No Group 55 0 0 41 13 0 1
Mapfre Asistencia S A No Group 122 0 0 121 1 0 0
Markerstudy Insurance Company Limited No Group 51 0 0 51 0 0 0
Marks & Spencer Financial Services plc HSBC 579 73 0 26 480 0 0
MBNA Europe Bank Limited MBNA 9185 3795 0 13 5377 0 0
MMA Insurance Plc No Group 74 0 0 74 0 0 0
Mondial Assistance Europe N.V. No Group 70 0 0 70 0 0 0
Mortgage Express UK Asset Resolution 86 0 82 0 4 0 0
National House-Building Council No Group 53 0 0 53 0 0 0
National Savings and Investments No Group 39 39 0 0 0 0 0
National Westminster Bank Plc Royal Bank Of Scotland 2737 1630 207 53 783 42 22
Nationwide Building Society Nationwide 2513 448 180 27 1778 46 34
Nemo Personal Finance Limited Principality 45 13 0 0 32 0 0
Newcastle Building Society No Group 76 35 8 1 27 3 2
Northern Bank Limited No Group 114 15 4 1 92 1 1
Northern Rock (Asset Management) plc UK Asset Resolution 557 44 330 3 165 0 15
Northern Rock plc No Group 93 40 49 2 0 1 1
Norton Insurance Services Ltd No Group 283 0 3 0 280 0 0
Ocean Finance and Mortgages Limited No Group 82 2 1 0 79 0 0
Openwork Limited Zurich 116 1 30 14 19 42 10
PayPal Sarl & Cie, SCA No Group 109 109 0 0 0 0 0
Pearl Assurance Limited Phoenix Group 138 0 0 11 0 8 119
Personal Touch Financial Services Ltd No Group 47 0 28 5 8 3 3
Phoenix Life Limited Phoenix Group 405 1 0 42 6 28 328
Pinnacle Insurance Plc Cardiff Pinnacle 325 0 0 114 211 0 0
Positive Solutions (Financial Services) Limited Aegon Group 60 0 18 5 5 22 10
Professional Travel Insurance Company Limited No Group 109 0 0 109 0 0 0
Progressive Credit Limited No Group 258 192 0 0 66 0 0
Quinn Insurance Limited No Group 39 0 0 39 0 0 0
R. Raphael & Sons Plc No Group 58 34 0 0 24 0 0
ReAssure Limited SWISS RE 129 0 2 24 0 2 101
Red Sands Insurance Company (Europe) Limited No Group 50 0 0 45 5 0 0
Royal & Sun Alliance Insurance Plc Royal & Sun Alliance 552 0 0 544 8 0 0
Saga Services Limited No Group 93 0 0 93 0 0 0
Sainsbury's Bank Plc Sainsburys Bank 86 85 1 0 0 0 0
Santander Cards UK Limited Santander UK 551 432 0 6 113 0 0
Santander Consumer (UK) Plc Santander UK 212 140 0 0 72 0 0
Santander UK Plc Santander UK 5439 3670 515 102 855 169 128
Scottish Equitable Plc Aegon Group 71 0 0 16 0 4 51
Scottish Widows plc Lloyds 175 0 0 49 11 27 88
Sesame Limited Sesame 140 1 37 11 12 18 61
Shop Direct Finance Company Limited Shop Direct Group 507 258 0 1 248 0 0
Skipton Building Society Skipton Group 84 9 17 1 53 4 0
SLFC Assurance (UK) Limited No Group 98 0 0 11 1 1 85
Southern Pacific Mortgage Limited No Group 75 4 69 2 0 0 0
St Andrew's Insurance plc Lloyds 420 0 0 369 51 0 0
St. James's Place Wealth Management Plc St James Place 50 0 9 6 4 17 14
Standard Life Assurance Limited Standard Life 150 0 0 14 2 10 124
Sun Life Assurance Company of Canada (U.K.) Limited No Group 125 0 0 3 0 3 119
Swinton Group Ltd No Group 105 0 0 102 0 0 3
Tesco Personal Finance PLC Tesco Personal Finance 732 153 0 94 485 0 0
The Carphone Warehouse Ltd No Group 87 0 0 87 0 0 0
The Co-operative Bank Plc CO-OP 566 229 49 12 237 29 10
The Funding Corporation Limited No Group 83 8 0 1 74 0 0
The Governor and Company of the Bank of Ireland Bank of Ireland 81 48 15 2 16 0 0
The National Farmers' Union Mutual Insurance Society Limited National Farmers Union Mutual Society Limited 96 0 0 87 0 2 7
The Prudential Assurance Company Limited Prudential PLC 358 0 5 36 14 24 279
The Royal Bank of Scotland Plc Royal Bank Of Scotland 1827 648 122 53 935 47 22
The Royal London Mutual Insurance Society Limited Royal London Group 441 0 0 87 5 15 334
The Society of Lloyd's No Group 247 0 0 188 59 0 0
UK Car Group Limited No Group 196 21 0 5 170 0 0
UK General Insurance Limited No Group 43 0 0 40 3 0 0
UK Insurance Limited Royal Bank Of Scotland 1611 0 0 1554 57 0 0
Ulster Bank Ltd Royal Bank Of Scotland 130 57 4 3 62 3 1
Vanquis Bank Limited No Group 430 427 0 0 3 0 0
Welcome Financial Services Limited CATTLES 445 275 12 1 156 1 0
Winterthur Life UK Limited Friends Provident 79 0 1 7 1 0 70
Yes Loans Ltd No Group 57 57 0 0 0 0 0
Yorkshire Building Society Yorkshire 456 77 99 8 243 15 14
Zurich Assurance Ltd Zurich 260 0 6 37 6 34 177
Zurich Insurance PLC Zurich 195 0 0 194 0 0 1

This table shows the number of new cases received by the ombudsman service in the six-month period from 1 July to 31 December 2011 – from consumers dissatisfied with the financial business’s response to their complaint. This number is likely to reflect the size of the business involved.

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.