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complaints data - showing individual financial businesses showing the percentage resolved by the Financial Ombudsman Service in favour of consumers from 1 January to 30 June 2011
business name
business group
% resolved in favour of consumer - by complaint category (and average figure for all businesses - for comparison)
% resolved in favour of consumer (average for all businesses = 47%)
banking and credit (average for all businesses = 45%)
mortgages and home finance (average for all businesses = 38%)
general insurance (average for all businesses = 45%)
PPI (average for all businesses = 51%)
investments (average for all businesses = 63%)
life & pensions and decumulation (average for all businesses = 36%)
N.I.Z Financial (UK) Ltd
No Group
98%
98%
*
*
*
*
*
Anthony Grant Clayton
No Group
94%
94%
*
*
*
*
*
Norwich and Peterborough Building Society
No Group
92%
*
*
*
*
100%
*
Towry EJ Limited
No Group
92%
*
*
*
*
93%
*
MBNA Europe Bank Limited
MBNA
87%
86%
*
*
89%
*
*
CitiFinancial Europe Plc
Citibank
85%
80%
*
*
90%
*
*
Black Horse Limited
Lloyds
79%
57%
*
*
82%
*
*
Central Trust Plc
Central Trust
77%
*
*
*
78%
*
*
Eisis Ltd
No Group
75%
*
*
*
75%
*
*
Yes Loans Ltd
No Group
75%
75%
*
*
*
*
*
Advantage Insurance Company Limited
No Group
74%
*
*
74%
*
*
*
Black Horse Finance Limited
No Group
74%
*
*
*
84%
*
*
ACE European Group Limited
No Group
73%
*
*
74%
*
*
*
Santander Cards UK Limited
No Group
73%
82%
*
*
9%
*
*
Firstplus Financial Group Plc
Barclays
71%
19%
*
*
86%
*
*
Inter Partner Assistance SA
No Group
71%
*
*
71%
*
*
*
AWD Chase de Vere Limited
No Group
70%
*
*
*
*
*
*
Unum Ltd
Unum Limited
69%
*
*
69%
*
*
*
Combined Insurance Company of America
No Group
68%
*
*
68%
*
*
*
Hastings Insurance Services Ltd
No Group
68%
*
*
68%
*
*
*
Amtrust International Underwriters Ltd
No Group
67%
*
*
67%
*
*
*
Shop Direct Finance Company Limited
Shop Direct Group
67%
71%
*
*
62%
*
*
Welcome Financial Services Limited Welcome
67%
41%
*
*
73%
*
*
Clydesdale Bank Plc
National Australia Group
65%
46%
89%
*
66%
*
*
BISL Limited
No Group
64%
*
*
64%
*
*
*
Lloyds TSB Bank Plc
Lloyds
63%
36%
26%
37%
84%
56%
37%
Positive Solutions (Financial Services) Limited
Aegon Group
63%
*
*
*
*
*
*
Professional Travel Insurance Company Limited
No Group
63%
*
*
63%
*
*
*
Sainsbury's Bank Plc
Sainsburys Bank
62%
61%
*
*
*
*
*
Tesco Personal Finance PLC
Tesco Personal Finance
61%
38%
*
*
64%
*
*
AXA Insurance UK Plc
AXA
60%
*
*
59%
*
*
*
BUPA Insurance Limited
BUPA
60%
*
*
60%
*
*
*
Countrywide Assured Plc
No Group
60%
*
*
*
*
*
*
Lloyds TSB General Insurance Limited
Lloyds
59%
*
*
61%
54%
*
*
National House-Building Council
No Group
58%
*
*
58%
*
*
*
Domestic & General Insurance Plc
Domestic & General Insurance PLC
57%
*
*
57%
*
*
*
J D Williams & Company Limited
No Group
57%
*
*
*
*
*
*
Markerstudy Insurance Company Limited
No Group
57%
*
*
57%
*
*
*
American Express Services Europe Limited
No Group
56%
42%
*
*
77%
*
*
Sesame Limited
Sesame
56%
*
*
*
*
*
53%
Zenith Insurance plc
No Group
56%
*
*
56%
*
*
*
British Gas Insurance Limited
No Group
53%
*
*
53%
*
*
*
Homecare Insurance Limited
No Group
53%
*
*
54%
*
*
*
MMA Insurance Plc
No Group
53%
*
*
53%
*
*
*
BRIT Insurance Limited
No Group
52%
*
*
52%
*
*
*
Ocean Finance and Mortgages Limited
No Group
51%
*
*
*
51%
*
*
BDML Connect Limited
No Group
50%
*
*
50%
*
*
*
Capital One Homeowner Loans Limited
No Group
50%
*
*
*
50%
*
*
St Andrew's Insurance plc
Lloyds
50%
*
*
54%
17%
*
*
Amtrust Europe Limited
No Group
49%
*
*
49%
*
*
*
Admiral Insurance Company Limited Admiral Group
48%
*
*
48%
*
*
*
Creation Financial Services Limited
48%
*
*
*
*
*
*
No Group
Liverpool Victoria Friendly Society Limited
Liverpool Victoria Group
48%
*
*
*
*
*
*
Standard Life Assurance Limited
Standard Life
48%
*
*
*
*
*
52%
Churchill Insurance Company Limited
Royal Bank Of Scotland
47%
*
*
47%
*
*
*
Legal & General Insurance Limited
Legal & General
47%
*
*
45%
*
*
*
GE Money Home Lending Limited
General Electric
46%
*
47%
*
48%
*
*
Quinn Insurance Limited
No Group
46%
*
*
46%
*
*
*
Wilmslow Financial Services Plc
No Group
46%
*
*
*
47%
*
*
Direct Line Insurance Plc
Royal Bank Of Scotland
45%
*
*
45%
*
*
*
The Royal Bank of Scotland Plc
Royal Bank Of Scotland
45%
33%
29%
*
55%
54%
*
Bank of Scotland plc
Lloyds
44%
42%
47%
47%
47%
62%
56%
CIS General Insurance Limited
CO-OP
44%
*
*
44%
*
*
*
Santander UK Plc
Santander UK
44%
42%
31%
35%
52%
69%
28%
The Co-operative Bank Plc
CO-OP
44%
43%
26%
*
63%
*
*
Barclays Bank Plc
Barclays
43%
39%
45%
34%
52%
73%
35%
Direct Auto Finance Insurance Services Ltd
No Group
43%
*
*
*
43%
*
*
Openwork Limited
Zurich
43%
*
*
*
*
*
*
Swinton Group Ltd
No Group
43%
*
*
43%
*
*
*
UK Insurance Limited
Royal Bank Of Scotland
43%
*
*
44%
*
*
*
Windsor Life Assurance Company Limited
SWISS RE
43%
*
*
*
*
*
42%
Egg Banking Plc
Citibank
42%
15%
*
*
58%
*
*
EUI Limited
Admiral Group
42%
*
*
42%
*
*
*
Marks & Spencer Financial Services HSBC plc
42%
35%
*
*
45%
*
*
Citibank International plc
Citibank
41%
38%
*
*
*
*
*
Creation Consumer Finance Ltd
No Group
41%
*
*
*
*
*
*
esure Insurance Limited
ESURE
41%
*
*
41%
*
*
*
Gresham Insurance Company Limited
AVIVA
41%
*
*
41%
*
*
*
R. Raphael & Sons Plc
No Group
41%
41%
*
*
*
*
*
Aviva Insurance UK Limited
AVIVA
40%
*
*
42%
18%
*
*
Friends Life Company Limited
Friends Provident
40%
*
*
*
*
*
24%
SLFC Assurance (UK) Limited
No Group
40%
*
*
*
*
*
41%
Automobile Association Insurance Services Limited
No Group
39%
*
*
39%
*
*
*
BMW Financial Services(GB) Limited
No Group
39%
37%
*
*
*
*
*
Co-operative Insurance Society Limited
CO-OP
39%
*
*
*
*
40%
40%
Europ Assistance Holdings Limited
Europ Assistance
39%
*
*
39%
*
*
*
The Funding Corporation Limited
No Group
39%
*
*
*
43%
*
*
The National Farmers' Union Mutual National Farmers Union Insurance Society Limited Mutual Society Limited
39%
*
*
39%
*
*
*
AXA PPP Healthcare Limited
AXA
38%
*
*
38%
*
*
*
National Westminster Bank Plc
Royal Bank Of Scotland
38%
29%
17%
41%
54%
29%
*
Royal & Sun Alliance Insurance Plc
Royal & Sun Alliance
38%
*
*
38%
*
*
*
Banque PSA Finance
No Group
37%
*
*
*
*
*
*
Santander Consumer (UK) Plc
No Group
37%
43%
*
*
25%
*
*
The National Insurance & Guarantee Corporation Ltd
Royal Bank Of Scotland
37%
*
*
37%
*
*
*
Chartis Insurance UK Ltd
No Group
36%
*
*
36%
*
*
*
Legal & General Assurance Society Limited
Legal & General
36%
*
*
47%
*
58%
13%
Zurich Insurance PLC
Zurich
36%
*
*
36%
*
*
*
Clydesdale Financial Services Limited
Barclays
35%
34%
*
*
*
*
*
Mondial Assistance Europe N.V.
No Group
35%
*
*
35%
*
*
*
Phoenix Life Limited
Phoenix Group
35%
*
*
25%
*
31%
38%
Pinnacle Insurance Plc
Cardiff Pinnacle
35%
*
*
40%
29%
*
*
The Society of Lloyd's
No Group
35%
*
*
35%
*
*
*
Zurich Assurance Ltd
Zurich
35%
*
*
33%
*
*
33%
Halifax Insurance Ireland Ltd
Lloyds
34%
*
*
*
33%
*
*
Liverpool Victoria Insurance Company Limited
Liverpool Victoria Group
34%
*
*
34%
*
*
*
PayPal Sarl & Cie, SCA
No Group
34%
34%
*
*
*
*
*
British Credit Trust Holdings Ltd
No Group
33%
*
*
*
33%
*
*
Friends Life Services Limited
Friends Provident
33%
*
*
*
*
*
24%
Great Lakes Reinsurance (UK) Plc
No Group
33%
*
*
32%
*
*
*
Northern Rock (Asset Management) UK Asset Resolution plc
33%
32%
34%
*
33%
*
*
Abbey Life Assurance Company Limited
No Group
32%
*
*
*
*
*
36%
Barclays Insurance (Dublin) Limited
Barclays
32%
*
*
*
27%
*
*
Canada Life Limited
Canada Life
32%
*
*
*
*
*
*
Pearl Assurance Limited
Phoenix Group
32%
*
*
*
*
*
34%
Allianz Insurance Plc
Allianz Insurance
31%
*
*
31%
*
*
*
Cheltenham & Gloucester plc
Lloyds
31%
*
28%
*
*
*
*
GE Money Consumer Lending Limited
General Electric
31%
32%
*
*
*
*
*
The Carphone Warehouse Ltd
No Group
30%
*
*
29%
*
*
*
UK General Insurance Limited
No Group
30%
*
*
30%
*
*
*
Acromas Insurance Company Limited
No Group
29%
*
*
29%
*
*
*
Aviva Insurance Limited
AVIVA
29%
*
*
33%
*
*
*
Friends Provident Life and Pensions Friends Provident Limited
29%
*
*
*
*
*
34%
Loans.co.uk Ltd
MBNA
29%
*
*
*
29%
*
*
Scottish Equitable Plc
Aegon Group
29%
*
*
*
*
*
26%
The Royal London Mutual Insurance Royal London Group Society Limited
29%
*
*
41%
*
*
26%
Ulster Bank Ltd
Royal Bank Of Scotland
28%
14%
*
*
*
*
*
Aviva Life & Pensions UK Limited
AVIVA
27%
*
*
29%
*
13%
31%
Saga Services Limited
No Group
27%
*
*
27%
*
*
*
Sun Life Assurance Company of Canada (UK) Limited
No Group
27%
*
*
*
*
*
29%
Ageas Insurance Limited
Fortis Insurance Limited
26%
*
*
26%
*
*
*
Legal & General Partnership Services Limited
Legal & General
26%
*
*
*
*
*
*
Northern Bank Limited
No Group
26%
*
*
*
*
*
*
Bank of Ireland (UK) Plc
Bank of Ireland
25%
24%
*
*
28%
*
*
Groupama Insurance Company Limited
Groupama
25%
*
*
24%
*
*
*
Scottish Widows plc
Lloyds
25%
*
*
*
*
*
17%
Mortgage Express
UK Asset Resolution
24%
*
24%
*
*
*
*
The Prudential Assurance Company Prudential PLC Limited
24%
*
*
*
*
31%
21%
Bradford & Bingley Plc
UK Asset Resolution
23%
*
*
*
3%
*
*
HFC Bank Limited
HSBC
23%
38%
*
*
20%
*
*
Skipton Building Society
Skipton Group
23%
*
*
*
*
*
*
AIB Group (UK) Plc
No Group
21%
22%
*
*
16%
*
*
HSBC Bank plc
HSBC
20%
19%
21%
10%
18%
65%
*
Northern Rock plc
No Group
20%
22%
*
*
*
*
*
DAS Legal Expenses Insurance Company Limited
No Group
17%
*
*
17%
*
*
*
First Response Finance Ltd
No Group
17%
*
*
*
11%
*
*
ACF Car Finance Limited
No Group
16%
*
*
*
20%
*
*
Royal Liver Assurance Limited
No Group
16%
*
*
*
*
*
15%
Arnold Clark Automobiles Limited
No Group
15%
*
*
*
15%
*
*
UK Car Group Limited
No Group
15%
*
*
*
12%
*
*
Capital One (Europe) plc
Capital One
14%
25%
*
*
13%
*
*
Nationwide Building Society
Nationwide
14%
16%
29%
*
6%
40%
*
Norton Insurance Services Ltd
No Group
13%
*
*
*
*
*
*
Yorkshire Building Society
Yorkshire
11%
11%
11%
*
4%
*
*
National Savings and Investments
No Group
10%
10%
*
*
*
*
*
Vanquis Bank Limited
No Group
9%
9%
*
*
*
*
*
Anglian Windows Ltd
No Group
7%
*
*
*
7%
*
*
Everyday Loans Limited
No Group
2%
*
*
*
2%
*
*
The table above shows the percentage of cases the ombudsman service resolved in the six-month period from 1 January to 30 June 2011 - 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).
* Where no figure is shown, either there were no cases - or there were fewer than 30 cases and the percentage would not be statistically meaningful. business name: the names listed alphabetically in this column are the official names by which businesses are regulated. business group: this column shows the name of any larger group that the individual business was part of at the end of the six-month period.
