We publish data every six months showing the number and outcome of the complaints we handle about financial businesses.
This half-yearly data shows the number of complaints against financial businesses for which there were both 30 new and 30 resolved complaints in the relevant period.
The data on this page covers January to June 2025.
January to June 2025
- Overall, we received a total of 158,900 new complaints between 1 January and 30 June 2025. The same period in 2024 when we received 133,000 complaints.
- 245 businesses featured in our complaints data for the first half of 2025, compared to 242 businesses in the first half of 2024.
- We upheld 32% of complaints we resolved in favour of the consumer, compared to 35% in the first half of 2024.
| Business Name | Business Group | Total New Cases | Banking & Credit | Mortgages & Home Finance | General Insurance / Pure Protection (Includes PPI) | Investments | Decumulation Life & Pensions | Funeral Planning Services |
|---|---|---|---|---|---|---|---|---|
| AA Underwriting Insurance Company Limited | No Group | 140 | 140 | |||||
| Acasta European Insurance Company Limited | No Group | 30 | 30 | |||||
| Accelerant Insurance Europe SA/NV UK Branch | No Group | 62 | 62 | |||||
| Accord Mortgages Limited | YORKSHIRE | 30 | 29 | 1 | ||||
| Accredited Insurance (Europe) Ltd | No Group | 376 | 376 | |||||
| ACI-UK LIMITED | No Group | 47 | 47 | |||||
| Acromas Insurance Company Limited | No Group | 88 | 88 | |||||
| Admiral Financial Services Limited | No Group | 54 | 53 | 1 | ||||
| Admiral Insurance (Gibraltar) Limited | ADMIRAL GROUP | 1624 | 6 | 1618 | ||||
| Advantage Finance Ltd | No Group | 768 | 768 | |||||
| Advantage Insurance Company Limited | No Group | 609 | 609 | |||||
| Ageas Insurance Limited | AGEAS | 542 | 542 | |||||
| Aioi Nissay Dowa Insurance UK Limited | No Group | 51 | 51 | |||||
| ALD Automotive Limited | No Group | 301 | 301 | |||||
| Aldermore Bank Plc | No Group | 65 | 35 | 30 | ||||
| Allianz Insurance Plc | No Group | 123 | 123 | |||||
| Alwyn Insurance Company Limited | No Group | 55 | 55 | |||||
| American Express Services Europe Limited | No Group | 851 | 849 | 2 | ||||
| American International Group UK Limited | No Group | 61 | 61 | |||||
| AmTrust Specialty Limited | No Group | 212 | 212 | |||||
| APFIN LTD | No Group | 121 | 121 | |||||
| ARAG Legal Expenses Insurance Company Limited | No Group | 131 | 131 | |||||
| Assurant General Insurance Limited | No Group | 204 | 1 | 203 | ||||
| Astrenska Insurance Limited | No Group | 125 | 1 | 124 | ||||
| Atlanta Insurance Intermediaries Limited | No Group | 65 | 65 | |||||
| Automobile Association Insurance Services Limited | No Group | 115 | 7 | 108 | ||||
| Aviva Insurance Limited | AVIVA | 1463 | 1463 | |||||
| Aviva Life & Pensions UK Limited | AVIVA | 521 | 1 | 14 | 157 | 41 | 308 | |
| Aviva Protection UK Limited | AIG EUROPE LTD | 48 | 42 | 6 | ||||
| AWP P&C S.A. | No Group | 274 | 274 | |||||
| AXA Insurance UK PLC | AXA | 675 | 675 | |||||
| AXA PPP Healthcare Limited | AXA | 221 | 221 | |||||
| AXIS Specialty Europe SE | No Group | 34 | 34 | |||||
| Bamboo Limited | No Group | 131 | 131 | |||||
| Bank of Ireland (UK) plc | BANK OF IRELAND | 86 | 57 | 27 | 1 | 1 | ||
| Bank of Scotland Plc | LLOYDS | 2932 | 2518 | 371 | 15 | 23 | 5 | |
| Barclays Bank Plc | BARCLAYS (GS) | 95 | 53 | 40 | 2 | |||
| Barclays Bank UK PLC | BARCLAYS (GS) | 4910 | 4504 | 339 | 43 | 19 | 5 | |
| Billing Finance Limited | No Group | 86 | 86 | |||||
| BISL Limited | No Group | 102 | 102 | |||||
| Black Horse Limited | LLOYDS | 8102 | 8093 | 2 | 7 | |||
| Blue Motor Finance Ltd | No Group | 2941 | 2941 | |||||
| BMW Financial Services(GB) Limited | No Group | 5997 | 5995 | 2 | ||||
| Brent Shrine Credit Union Limited | No Group | 46 | 46 | |||||
| British Gas Insurance Limited | No Group | 185 | 185 | |||||
| BUPA Insurance Limited | BUPA | 227 | 226 | 1 | ||||
| CA AUTO FINANCE UK LTD | No Group | 1990 | 1989 | 1 | ||||
| Cabot Credit Management Group Limited | No Group | 80 | 79 | 1 | ||||
| Capital One (Europe) plc | No Group | 1142 | 1141 | 1 | ||||
| Capquest Debt Recovery Limited | No Group | 59 | 59 | |||||
| Casualty & General Insurance Company (Europe) Ltd | No Group | 193 | 193 | |||||
| Charter Court Financial Services Limited | No Group | 46 | 10 | 33 | 3 | |||
| Chetwood Financial Limited | No Group | 38 | 38 | |||||
| Chubb European Group SE | No Group | 83 | 83 | |||||
| ClearBank Limited | No Group | 105 | 105 | |||||
| Close Brothers Limited | No Group | 1106 | 1104 | 2 | ||||
| Clydesdale Bank Plc | No Group | 1165 | 1065 | 87 | 1 | 11 | 1 | |
| Clydesdale Financial Services Limited | BARCLAYS (GS) | 486 | 483 | 3 | ||||
| Co-op Funeral Plans Limited | No Group | 38 | 38 | |||||
| Countrywide Assured Plc | No Group | 37 | 10 | 4 | 23 | |||
| Covea Insurance plc | No Group | 220 | 220 | |||||
| Coventry Building Society | No Group | 33 | 24 | 7 | 1 | 1 | ||
| Creation Consumer Finance Ltd | No Group | 572 | 572 | |||||
| Creation Financial Services Limited | No Group | 81 | 81 | |||||
| Curve UK Limited | No Group | 44 | 44 | |||||
| Dignity Funerals Limited | No Group | 49 | 49 | |||||
| Domestic & General Insurance Plc | No Group | 709 | 709 | |||||
| eBay Commerce UK Ltd | No Group | 181 | 181 | |||||
| EE Limited | No Group | 157 | 155 | 2 | ||||
| Elderbridge Limited | No Group | 32 | 3 | 28 | 1 | |||
| Equifax Limited | No Group | 75 | 75 | |||||
| Esure Insurance Limited | No Group | 413 | 413 | |||||
| Esure Services Limited | No Group | 40 | 40 | |||||
| eToro (UK) Ltd | No Group | 47 | 47 | |||||
| EUI Limited | ADMIRAL GROUP | 45 | 2 | 43 | ||||
| Evergreen Finance London Limited | No Group | 289 | 289 | |||||
| Everyday Lending Limited | No Group | 85 | 85 | |||||
| Evolution Insurance Company Limited | No Group | 39 | 39 | |||||
| Experian Limited | No Group | 73 | 73 | |||||
| Fairmead Insurance Limited | LVGIG | 37 | 37 | |||||
| Fairscore Ltd | No Group | 65 | 65 | |||||
| FCE Bank Plc | No Group | 10466 | 10465 | 1 | ||||
| Financial & Legal Insurance Company Ltd | No Group | 52 | 52 | |||||
| Financial Administration Services Limited | No Group | 54 | 38 | 16 | ||||
| First Central Insurance Management Limited | No Group | 224 | 224 | |||||
| First Central Underwriting Limited | No Group | 93 | 93 | |||||
| First Response Finance Ltd | No Group | 224 | 224 | |||||
| FirstRand Bank Limited | No Group | 512 | 510 | 2 | ||||
| Fortegra Europe Insurance Company Ltd | No Group | 165 | 165 | |||||
| Frasers Group Financial Services Limited | No Group | 101 | 101 | |||||
| Gain Credit LLC | No Group | 400 | 400 | |||||
| Go Car Credit Limited | No Group | 65 | 65 | |||||
| Great Lakes Insurance SE | No Group | 50 | 50 | |||||
| Great Lakes Insurance UK Limited | No Group | 303 | 303 | |||||
| Halifax Share Dealing Limited | LLOYDS | 37 | 35 | 2 | ||||
| Hargreaves Lansdown Asset Management Limited | No Group | 116 | 4 | 74 | 38 | |||
| Harvey & Thompson Limited | No Group | 30 | 30 | |||||
| Hastings Insurance Services Limited | No Group | 108 | 1 | 107 | ||||
| Haven Insurance Company Limited | No Group | 246 | 246 | |||||
| HDI Global Specialty SE | No Group | 145 | 145 | |||||
| Healthcare Finance Limited | No Group | 89 | 89 | |||||
| HELVETIA GLOBAL SOLUTIONS LTD | No Group | 45 | 45 | |||||
| Highway Insurance Company Limited | LVGIG | 54 | 54 | |||||
| Home Retail Group Card Services Limited | No Group | 121 | 121 | |||||
| HSBC UK Bank Plc | HSBC (GS) | 3222 | 3020 | 157 | 6 | 34 | 5 | |
| Hutchison 3G UK Limited | No Group | 107 | 107 | |||||
| Hyundai Capital UK Limited | SANTANDER UK | 1055 | 1054 | 1 | ||||
| Ikano Bank AB (publ) | No Group | 39 | 39 | |||||
| Inter Partner Assistance SA | No Group | 793 | 793 | |||||
| Interactive Investor Services Limited | No Group | 60 | 40 | 20 | ||||
| J D Williams & Company Limited | No Group | 195 | 194 | 1 | ||||
| J.P. Morgan Europe Limited | No Group | 375 | 374 | 1 | ||||
| JAJA FINANCE LTD | No Group | 119 | 119 | |||||
| Klarna Financial Services UK Limited | No Group | 111 | 111 | |||||
| Kroo Bank Ltd | No Group | 104 | 104 | |||||
| Lantern Debt Recovery Services Limited | No Group | 51 | 51 | |||||
| Leaseplan UK Limited | No Group | 87 | 86 | 1 | ||||
| Leeds Building Society | No Group | 55 | 21 | 32 | 1 | 1 | ||
| Legal And General Assurance Society Limited | LEGAL & GENERAL | 240 | 193 | 2 | 45 | |||
| Lendable Ltd | No Group | 427 | 427 | |||||
| Lenvi Servicing Limited | No Group | 83 | 83 | |||||
| Lex Autolease Ltd | LLOYDS | 132 | 132 | |||||
| Link Financial Outsourcing Limited | No Group | 218 | 208 | 10 | ||||
| Liverpool Victoria Financial Services Limited | LIVERPOOL VICTORIA GROUP | 79 | 2 | 50 | 4 | 23 | ||
| Liverpool Victoria Insurance Company Limited | LVGIG | 464 | 1 | 463 | ||||
| Lloyds Bank General Insurance Limited | LLOYDS | 342 | 1 | 341 | ||||
| Lloyds Bank PLC | LLOYDS | 2934 | 2781 | 106 | 27 | 8 | 12 | |
| Loans 2 Go Limited | No Group | 818 | 818 | |||||
| Lowell Portfolio I LTD | No Group | 92 | 92 | |||||
| Madison CF UK Limited | No Group | 551 | 551 | |||||
| Marks & Spencer Financial Services Plc | HSBC (GS) | 175 | 174 | 1 | ||||
| Marshmallow Insurance Limited | No Group | 206 | 206 | |||||
| MBNA Limited | LLOYDS | 306 | 305 | 1 | ||||
| Mercedes-Benz Financial Services UK Limited | No Group | 1227 | 1227 | |||||
| Metro Bank PLC | No Group | 448 | 430 | 15 | 2 | 1 | ||
| Mi Vehicle Finance Limited | No Group | 369 | 369 | |||||
| Millennium Insurance Company Limited | No Group | 34 | 34 | |||||
| Mitsubishi HC Capital UK PLC | No Group | 484 | 484 | |||||
| Moneybarn No. 1 Limited | No Group | 1889 | 1889 | |||||
| Monzo Bank Ltd | No Group | 3004 | 2996 | 1 | 7 | |||
| Motability Operations Limited | No Group | 161 | 159 | 2 | ||||
| MotoNovo Finance Limited | No Group | 2607 | 2606 | 1 | ||||
| Motors Insurance Company Limited | No Group | 41 | 41 | |||||
| Mulsanne Insurance Company Limited | No Group | 57 | 57 | |||||
| My Finance Club Limited | No Group | 61 | 61 | |||||
| N.I.I.B. Group Limited | No Group | 1435 | 1434 | 1 | ||||
| National House-Building Council | No Group | 110 | 110 | |||||
| National Savings and Investments | No Group | 151 | 150 | 1 | ||||
| NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY | NATWEST GROUP PLC | 3051 | 2833 | 194 | 5 | 12 | 7 | |
| Nationwide Building Society | NATIONWIDE | 1780 | 1601 | 161 | 11 | 4 | 3 | |
| New Wave Capital Limited | No Group | 61 | 61 | |||||
| NewDay Ltd | No Group | 2602 | 2602 | |||||
| Next Retail Limited | No Group | 146 | 146 | |||||
| Northern Bank Limited | No Group | 43 | 39 | 4 | ||||
| Oakbrook Finance Limited | No Group | 203 | 203 | |||||
| One Call Insurance Services Limited | No Group | 30 | 30 | |||||
| One Insurance Limited | No Group | 60 | 60 | |||||
| OneSavings Bank Plc | No Group | 79 | 42 | 36 | 1 | |||
| ONMO Limited | No Group | 45 | 45 | |||||
| Oodle Financial Services Limited | No Group | 1122 | 1119 | 3 | ||||
| Paragon Bank Plc | No Group | 123 | 110 | 12 | 1 | |||
| PayPal UK Ltd | No Group | 840 | 840 | |||||
| PayrNet Limited | No Group | 47 | 47 | |||||
| Phoenix Life Limited | PHOENIX GROUP | 347 | 1 | 29 | 24 | 293 | ||
| Pinnacle Insurance Limited | No Group | 90 | 90 | |||||
| PRA Group (UK) Limited | No Group | 46 | 46 | |||||
| Prepay Technologies Ltd | No Group | 77 | 76 | 1 | ||||
| PROPEL HOLDINGS (UK) LIMITED | No Group | 121 | 121 | |||||
| Quidie Limited | No Group | 55 | 55 | |||||
| RAC FINANCIAL SERVICES LIMITED | No Group | 62 | 62 | |||||
| RAC Insurance Limited | No Group | 91 | 91 | |||||
| RCI Financial Services Limited | No Group | 1080 | 1078 | 2 | ||||
| ReAssure Life Limited | PHOENIX GROUP | 43 | 5 | 11 | 27 | |||
| ReAssure Limited | PHOENIX GROUP | 215 | 20 | 19 | 176 | |||
| Red Sands Insurance Company (Europe) Limited | No Group | 299 | 299 | |||||
| Remitly U.K., Ltd. | No Group | 76 | 76 | |||||
| Revolut Ltd | No Group | 3015 | 3012 | 1 | 2 | |||
| Royal & Sun Alliance Insurance Limited | RSA INSURANCE UK | 641 | 1 | 640 | ||||
| Sabre Insurance Company Limited | No Group | 39 | 39 | |||||
| Saga Services Limited | No Group | 64 | 64 | |||||
| Sainsbury's Bank plc | No Group | 180 | 150 | 30 | ||||
| Salary Finance Limited | No Group | 36 | 36 | |||||
| Salary Finance Loans Limited | No Group | 38 | 38 | |||||
| Santander Consumer (UK) Plc | SANTANDER UK | 2407 | 2405 | 2 | ||||
| Santander UK Plc | SANTANDER UK | 2869 | 2579 | 264 | 9 | 15 | 2 | |
| Scottish Equitable Plc | AEGON GROUP | 286 | 10 | 276 | ||||
| Scottish Friendly Assurance Society Limited | No Group | 55 | 1 | 9 | 23 | 22 | ||
| Scottish Widows Limited | LLOYDS | 325 | 2 | 1 | 44 | 41 | 237 | |
| Secure Trust Bank Plc | No Group | 799 | 797 | 2 | ||||
| Shawbrook Bank Limited | No Group | 157 | 142 | 15 | ||||
| Shop Direct Finance Company Limited | No Group | 641 | 636 | 5 | ||||
| Skipton Building Society | SKIPTON GROUP | 71 | 54 | 11 | 2 | 4 | ||
| Sky UK Limited | No Group | 50 | 50 | |||||
| Society of Lloyd's | No Group | 91 | 91 | |||||
| Somerset Bridge Insurance Services Limited | No Group | 30 | 30 | |||||
| Specialist Motor Finance Limited | No Group | 284 | 284 | |||||
| St James's Place UK plc | ST JAMES PLACE | 35 | 3 | 8 | 24 | |||
| St. James's Place Wealth Management Plc | ST JAMES PLACE | 1426 | 2 | 5 | 16 | 367 | 1035 | 1 |
| Starling Bank Limited | No Group | 689 | 689 | |||||
| Starr International (Europe) Limited | No Group | 33 | 33 | |||||
| Startline Motor Finance Limited | No Group | 1802 | 1802 | |||||
| Stellantis Financial Services UK Limited | No Group | 3979 | 3976 | 3 | ||||
| Stripe Payments UK Limited | No Group | 54 | 54 | |||||
| SumUp Payments Limited | No Group | 34 | 34 | |||||
| Tandem Motor Finance Limited | No Group | 175 | 175 | |||||
| Telefonica UK Limited | No Group | 452 | 443 | 9 | ||||
| Tesco Personal Finance Limited | TESCO PERSONAL FINANCE | 48 | 37 | 11 | ||||
| Tesco Underwriting Limited | No Group | 213 | 213 | |||||
| The Co-Operative Bank Plc | No Group | 353 | 302 | 46 | 2 | 3 | ||
| The Mortgage Works (UK) Plc | NATIONWIDE | 53 | 53 | |||||
| The National Farmers' Union Mutual Insurance Society Limited | No Group | 139 | 136 | 3 | ||||
| The Prudential Assurance Company Limited | PRUDENTIAL PLC | 268 | 2 | 12 | 48 | 206 | ||
| The Royal Bank of Scotland Plc | NATWEST GROUP PLC | 658 | 618 | 38 | 2 | |||
| The Royal London Mutual Insurance Society Limited | ROYAL LONDON GROUP | 160 | 65 | 7 | 88 | |||
| Tide Platform Limited | No Group | 47 | 47 | |||||
| Topaz Finance Limited | No Group | 93 | 93 | |||||
| Toyota Financial Services (UK) PLC | No Group | 4797 | 4796 | 1 | ||||
| Tradex Insurance Company PLC | No Group | 123 | 123 | |||||
| Trading 212 UK Limited | No Group | 198 | 54 | 144 | ||||
| TRANSUNION INTERNATIONAL UK LIMITED | No Group | 141 | 141 | |||||
| TSB Bank plc | No Group | 921 | 877 | 37 | 2 | 5 | ||
| U K Insurance Limited | DIRECT LINE GROUP | 1191 | 4 | 1187 | ||||
| Unum Ltd | No Group | 56 | 56 | |||||
| Vanguard Asset Management, Ltd | No Group | 96 | 70 | 26 | ||||
| Vanquis Bank Limited | No Group | 5859 | 5859 | |||||
| Virgin Media Mobile Finance Limited | No Group | 40 | 40 | |||||
| Vitality Health Limited | No Group | 147 | 145 | 2 | ||||
| Vitality Life Limited | No Group | 57 | 52 | 5 | ||||
| Vodafone Limited | No Group | 81 | 76 | 5 | ||||
| Volkswagen Financial Services (UK) Limited | No Group | 11599 | 11592 | 7 | ||||
| Volvo Car Financial Services UK Limited | No Group | 117 | 117 | |||||
| Volvo Car UK Limited | No Group | 77 | 77 | |||||
| Wakam | No Group | 209 | 209 | |||||
| Watford Insurance Company Europe Limited | No Group | 157 | 157 | |||||
| West Bay Insurance Plc | No Group | 84 | 84 | |||||
| Western Circle Ltd | No Group | 81 | 81 | |||||
| Wise Payments Limited | No Group | 652 | 651 | 1 | ||||
| WorldPay (UK) Limited | No Group | 31 | 31 | |||||
| Yorkshire Building Society | YORKSHIRE | 70 | 43 | 21 | 1 | 4 | 1 | |
| Zempler Bank Limited | No Group | 72 | 72 | |||||
| ZILCH TECHNOLOGY LIMITED | No Group | 114 | 114 | |||||
| Zopa Bank Limited | No Group | 617 | 615 | 2 | ||||
| Zurich Assurance Ltd | No Group | 125 | 62 | 12 | 51 | |||
| Zurich Insurance Company Ltd | No Group | 249 | 249 | |||||
| Zurich Insurance PLC | No Group | 39 | 39 | |||||
| Totals of the above | 148621 | 123666 | 2369 | 18222 | 1271 | 3005 | 88 | |
| Overall total number of complaints for the period* | 158918 | 128226 | 3189 | 20954 | 2344 | 4085 | 120 |
*This figure also includes those firms that fall below the publication threshold of 30 new and 30 resolved complaints
About our half-yearly data
Our Excel spreadsheet includes two rows for totals – the total number of complaints we've received as well as the totals purely for firms which are above the publication threshold of 30 new and 30 resolved complaints.
From H2 2022, complaints about Payment Protection Insurance (PPI) have not been published in a separate category. They are be included within the wider General Insurance/Pure Protection sector totals.
This half-yearly data includes a category for complaints that have been settled proactively with businesses. Proactively settled complaints are recorded separately in our data, they aren’t recorded as a change in favour of the consumer and don't count towards a financial business’ change in outcome rate.
We have also published early resolution data. These are complaints where, with the consent of the business and the consumer, we have been involved in a complaint before the business has investigated it.
We’re not currently seeing complaints about CMCs which meet the thresholds for data publication.
Interpreting the data
Business group: the name of any larger group that the business was part of at the end of the six-month period
Business name: the official name used for regulation purposes
Upheld: complaints found in favour of the consumer