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 July to December 2024.
July to December 2024
- Overall, we received a total of 141,846 new complaints between 1 July and 31 December 2024. This is an increase of 49% on the same period in 2023, when we received 95,349 complaints.
- 233 businesses featured in our complaints data for the second half of 2024, compared to 236 businesses in the second half of 2023.
- We upheld 33% of complaints we resolved in favour of the consumer, compared to 36% in the second half of 2023.
Insights
- In the second half of 2024, we received 109,155 new complaints in the banking and credit sector, compared to 62,139 in the second half of 2023.
- Disputes about banking fraud, credit affordability as well as motor finance commission were the main drivers for the rise in complaints.
- Overall, across all sectors, professional representatives accounted for around 46% of new complaints referred to us, compared to 22% in the same period in 2023. This increase in complaints related to credit affordability and car finance.
| 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 | |||||
| Accelerant Insurance Europe SA/NV UK Branch | No Group | 56 | 56 | |||||
| Accredited Insurance (Europe) Ltd | No Group | 431 | 431 | |||||
| Acromas Insurance Company Limited | No Group | 120 | 120 | |||||
| Admiral Insurance (Gibraltar) Limited | ADMIRAL GROUP | 1,467 | 1,467 | |||||
| Admiral Insurance Company Limited | ADMIRAL GROUP | 47 | 47 | |||||
| Advantage Finance Ltd | No Group | 656 | 656 | |||||
| Advantage Insurance Company Limited | No Group | 599 | 599 | |||||
| Ageas Insurance Limited | AGEAS | 602 | 602 | |||||
| Aioi Nissay Dowa Insurance UK Limited | No Group | 53 | 53 | |||||
| ALD Automotive Limited | No Group | 134 | 134 | |||||
| Allianz Insurance Plc | No Group | 89 | 89 | |||||
| American Express Services Europe Limited | No Group | 211 | 209 | 2 | ||||
| American Express Services Europe Limited (AESEL) | No Group | 535 | 530 | 5 | ||||
| American International Group UK Limited | No Group | 67 | 67 | |||||
| Amtrust Europe Limited | No Group | 221 | 221 | |||||
| Assurant General Insurance Limited | No Group | 253 | 1 | 252 | ||||
| Astrenska Insurance Limited | No Group | 116 | 116 | |||||
| Atlanta Insurance Intermediaries Limited | No Group | 81 | 81 | |||||
| Automobile Association Insurance Services Limited | No Group | 101 | 5 | 96 | ||||
| Aviva Insurance Limited | AVIVA | 1,436 | 1 | 1 | 1,433 | 1 | ||
| Aviva Life & Pensions UK Limited | AVIVA | 555 | 1 | 35 | 145 | 50 | 324 | |
| AWP P&C S.A. | No Group | 267 | 1 | 266 | ||||
| AXA Insurance Designated Activity Company | No Group | 31 | 31 | |||||
| AXA Insurance UK PLC | AXA | 793 | 793 | |||||
| AXA PPP Healthcare Limited | AXA | 218 | 218 | |||||
| Bamboo Limited | No Group | 142 | 142 | |||||
| Bank of Ireland (UK) plc | BANK OF IRELAND | 94 | 59 | 35 | ||||
| Bank of Scotland Plc | LLOYDS | 2,861 | 2,399 | 412 | 25 | 18 | 7 | |
| Barclays Bank Plc | BARCLAYS (GS) | 83 | 59 | 23 | 1 | |||
| Barclays Bank UK PLC | BARCLAYS (GS) | 4,301 | 3,887 | 348 | 30 | 33 | 3 | |
| Billing Finance Limited | No Group | 66 | 66 | |||||
| BISL Limited | No Group | 102 | 102 | |||||
| Black Horse Limited | LLOYDS | 5,566 | 5,530 | 36 | ||||
| Blue Motor Finance Ltd | No Group | 823 | 823 | |||||
| BMW Financial Services(GB) Limited | No Group | 1,671 | 1,664 | 7 | ||||
| Brent Shrine Credit Union Limited | No Group | 60 | 60 | |||||
| British Gas Insurance Limited | No Group | 117 | 117 | |||||
| British Gas Services Limited | No Group | 45 | 45 | |||||
| BUPA Insurance Limited | BUPA | 270 | 270 | |||||
| CA AUTO FINANCE UK LTD | No Group | 393 | 391 | 2 | ||||
| Cabot Credit Management Group Limited | No Group | 65 | 64 | 1 | ||||
| Capital One (Europe) plc | No Group | 1,297 | 1,293 | 4 | ||||
| Capquest Debt Recovery Limited | No Group | 58 | 58 | |||||
| Casualty & General Insurance Company (Europe) Ltd | No Group | 254 | 254 | |||||
| Charter Court Financial Services Limited | No Group | 42 | 11 | 29 | 2 | |||
| Chetwood Financial Limited | No Group | 56 | 56 | |||||
| Chubb European Group SE | No Group | 71 | 71 | |||||
| ClearBank Limited | No Group | 99 | 99 | |||||
| Close Brothers Limited | No Group | 1,755 | 1,749 | 5 | 1 | |||
| Clydesdale Bank Plc | No Group | 947 | 839 | 85 | 1 | 18 | 4 | |
| Clydesdale Financial Services Limited | BARCLAYS (GS) | 557 | 556 | 1 | ||||
| Computershare Investor Services Plc | No Group | 38 | 38 | |||||
| Co-op Funeral Plans Limited | No Group | 66 | 66 | |||||
| Countrywide Assured Plc | No Group | 42 | 9 | 4 | 29 | |||
| Covea Insurance plc | No Group | 270 | 270 | |||||
| Coventry Building Society | No Group | 36 | 19 | 17 | ||||
| Creation Consumer Finance Ltd | No Group | 381 | 379 | 2 | ||||
| Creation Financial Services Limited | No Group | 92 | 91 | 1 | ||||
| Curve UK Limited | No Group | 48 | 48 | |||||
| DAS Legal Expenses Insurance Company Limited | No Group | 145 | 145 | |||||
| Dignity Funerals Limited | No Group | 56 | 56 | |||||
| Domestic & General Insurance Plc | No Group | 683 | 1 | 682 | ||||
| eBay Commerce UK Ltd | No Group | 110 | 110 | |||||
| EE Limited | No Group | 103 | 101 | 2 | ||||
| Equifax Limited | No Group | 96 | 96 | |||||
| Equiniti Financial Services Limited | No Group | 48 | 1 | 1 | 41 | 5 | ||
| Esure Insurance Limited | No Group | 634 | 634 | |||||
| Esure Services Limited | No Group | 84 | 84 | |||||
| eToro (UK) Ltd | No Group | 65 | 65 | |||||
| Evergreen Finance London Limited | No Group | 193 | 193 | |||||
| Everyday Lending Limited | No Group | 65 | 65 | |||||
| Evolution Insurance Company Limited | No Group | 31 | 31 | |||||
| Experian Limited | No Group | 70 | 70 | |||||
| Fairmead Insurance Limited | LVGIG | 51 | 51 | |||||
| FCE Bank Plc | No Group | 6,530 | 6,528 | 2 | ||||
| Financial Administration Services Limited | No Group | 72 | 2 | 52 | 18 | |||
| First Central Insurance Management Limited | No Group | 114 | 114 | |||||
| First Central Underwriting Limited | No Group | 210 | 210 | |||||
| First Response Finance Ltd | No Group | 234 | 233 | 1 | ||||
| FirstRand Bank Limited | No Group | 283 | 274 | 9 | ||||
| Fortegra Europe Insurance Company Ltd | No Group | 142 | 142 | |||||
| Frasers Group Financial Services Limited | No Group | 234 | 234 | |||||
| Gain Credit LLC | No Group | 214 | 214 | |||||
| Go Car Credit Limited | No Group | 57 | 57 | |||||
| Great Lakes Insurance SE | No Group | 151 | 151 | |||||
| Great Lakes Insurance UK Limited | No Group | 261 | 261 | |||||
| Hargreaves Lansdown Asset Management Limited | No Group | 116 | 2 | 64 | 50 | |||
| Hastings Insurance Services Limited | No Group | 142 | 3 | 139 | ||||
| Haven Insurance Company Limited | No Group | 232 | 232 | |||||
| HDI Global Specialty SE | No Group | 147 | 147 | |||||
| Healthcare Finance Limited | No Group | 211 | 211 | |||||
| HELVETIA GLOBAL SOLUTIONS LTD | No Group | 75 | 75 | |||||
| Highway Insurance Company Limited | LVGIG | 70 | 70 | |||||
| Home Retail Group Card Services Limited | No Group | 112 | 112 | |||||
| HSBC UK Bank Plc | HSBC (GS) | 3,476 | 3,276 | 144 | 16 | 35 | 5 | |
| Hutchison 3G UK Limited | No Group | 105 | 105 | |||||
| Hyundai Capital UK Limited | SANTANDER UK | 536 | 531 | 5 | ||||
| Ikano Bank AB (publ) | No Group | 31 | 31 | |||||
| Inter Partner Assistance SA | No Group | 637 | 637 | |||||
| Interactive Investor Services Limited | No Group | 69 | 50 | 19 | ||||
| J D Williams & Company Limited | No Group | 260 | 259 | 1 | ||||
| J.P. Morgan Europe Limited | No Group | 461 | 461 | |||||
| JAJA FINANCE LTD | No Group | 73 | 73 | |||||
| Kensington Mortgage Company Limited | No Group | 55 | 55 | |||||
| Klarna Financial Services UK Limited | No Group | 111 | 111 | |||||
| Kroo Bank Ltd | No Group | 170 | 170 | |||||
| Landmark Mortgages Limited | No Group | 36 | 36 | |||||
| Leaseplan UK Limited | No Group | 94 | 93 | 1 | ||||
| Leeds Building Society | No Group | 68 | 25 | 39 | 1 | 2 | 1 | |
| Legal And General Assurance Society Limited | LEGAL & GENERAL | 272 | 196 | 76 | ||||
| Lendable Ltd | No Group | 331 | 331 | |||||
| Lenvi Servicing Limited | No Group | 117 | 117 | |||||
| Lex Autolease Ltd | LLOYDS | 96 | 96 | |||||
| Link Financial Outsourcing Limited | No Group | 145 | 140 | 5 | ||||
| Liverpool Victoria Financial Services Limited | LIVERPOOL VICTORIA GROUP | 67 | 1 | 35 | 4 | 27 | ||
| Liverpool Victoria Insurance Company Limited | LVGIG | 469 | 469 | |||||
| Lloyds Bank General Insurance Limited | LLOYDS | 325 | 325 | |||||
| Lloyds Bank PLC | LLOYDS | 3,028 | 2,843 | 115 | 32 | 17 | 21 | |
| Loans 2 Go Limited | No Group | 591 | 591 | |||||
| Lowell Financial Ltd | No Group | 102 | 102 | |||||
| Madison CF UK Limited | No Group | 770 | 770 | |||||
| Marks & Spencer Financial Services Plc | HSBC (GS) | 177 | 176 | 1 | ||||
| Marshmallow Insurance Limited | No Group | 171 | 171 | |||||
| MBNA Limited | LLOYDS | 360 | 358 | 2 | ||||
| Mercedes-Benz Financial Services UK Limited | No Group | 707 | 701 | 6 | ||||
| Metro Bank PLC | No Group | 534 | 519 | 13 | 1 | 1 | ||
| Mi Vehicle Finance Limited | No Group | 85 | 85 | |||||
| Mitsubishi HC Capital UK PLC | No Group | 507 | 507 | |||||
| Moneybarn No. 1 Limited | No Group | 2,461 | 2,457 | 4 | ||||
| Monzo Bank Ltd | No Group | 3,396 | 3,393 | 1 | 1 | 1 | ||
| Mortgage Agency Services Number Five Limited | No Group | 32 | 32 | |||||
| Motability Operations Limited | No Group | 127 | 125 | 2 | ||||
| MotoNovo Finance Limited | No Group | 555 | 548 | 7 | ||||
| Mulsanne Insurance Company Limited | No Group | 56 | 56 | |||||
| N.I.I.B. Group Limited | No Group | 184 | 184 | |||||
| National House-Building Council | No Group | 108 | 108 | |||||
| National Savings and Investments | No Group | 217 | 209 | 8 | ||||
| National Westminster Bank PLC | NATWEST GROUP PLC | 2,881 | 2,673 | 166 | 16 | 18 | 8 | |
| Nationwide Building Society | NATIONWIDE | 1,713 | 1,528 | 173 | 12 | |||
| New Wave Capital Limited | No Group | 56 | 56 | |||||
| NewDay Ltd | No Group | 8,345 | 8,345 | |||||
| Next Retail Limited | No Group | 158 | 158 | |||||
| Northern Bank Limited | No Group | 43 | 38 | 5 | ||||
| Oakbrook Finance Limited | No Group | 269 | 269 | |||||
| One Call Insurance Services Limited | No Group | 40 | 40 | |||||
| One Insurance Limited | No Group | 67 | 67 | |||||
| OneSavings Bank Plc | No Group | 52 | 13 | 36 | 3 | |||
| ONMO Limited | No Group | 42 | 42 | |||||
| Oodle Financial Services Limited | No Group | 1,034 | 1,034 | |||||
| Paragon Bank Plc | No Group | 54 | 49 | 5 | ||||
| PayPal UK Ltd | No Group | 771 | 771 | |||||
| Pepper (UK) Limited | No Group | 41 | 41 | |||||
| Phoenix Life CA Limited | PHOENIX GROUP | 53 | 9 | 8 | 36 | |||
| Phoenix Life Limited | PHOENIX GROUP | 417 | 1 | 2 | 44 | 30 | 340 | |
| Pinnacle Insurance Plc | No Group | 99 | 99 | |||||
| Prepay Technologies Ltd | No Group | 112 | 112 | |||||
| QIC Europe Ltd | No Group | 39 | 39 | |||||
| Quidie Limited | No Group | 47 | 47 | |||||
| RAC Financial Services Ltd | No Group | 78 | 78 | |||||
| RAC Insurance Limited | No Group | 110 | 110 | |||||
| RCI Financial Services Limited | No Group | 288 | 283 | 5 | ||||
| ReAssure Life Limited | PHOENIX GROUP | 46 | 6 | 10 | 30 | |||
| ReAssure Limited | PHOENIX GROUP | 255 | 1 | 21 | 37 | 196 | ||
| Red Sands Insurance Company (Europe) Limited | No Group | 316 | 316 | |||||
| Remitly U.K., Ltd. | No Group | 69 | 69 | |||||
| Revolut Ltd | No Group | 3,397 | 3,397 | |||||
| Royal & Sun Alliance Insurance Limited | RSA INSURANCE UK | 778 | 778 | |||||
| Sabre Insurance Company Limited | No Group | 45 | 45 | |||||
| Saga Services Limited | No Group | 77 | 77 | |||||
| Sainsbury's Bank plc | No Group | 200 | 170 | 29 | 1 | |||
| Santander Consumer (UK) Plc | SANTANDER UK | 1,824 | 1,823 | 1 | ||||
| Santander UK Plc | SANTANDER UK | 3,163 | 2,829 | 288 | 11 | 30 | 5 | |
| Scottish Equitable Plc | AEGON GROUP | 89 | 1 | 6 | 82 | |||
| Scottish Friendly Assurance Society Limited | No Group | 54 | 2 | 8 | 17 | 27 | ||
| Scottish Widows Limited | LLOYDS | 377 | 1 | 2 | 33 | 42 | 299 | |
| Secure Trust Bank Plc | No Group | 433 | 428 | 5 | ||||
| Shawbrook Bank Limited | No Group | 364 | 349 | 15 | ||||
| Shop Direct Finance Company Limited | No Group | 1,011 | 1,009 | 2 | ||||
| Skipton Building Society | SKIPTON GROUP | 65 | 31 | 25 | 2 | 7 | ||
| Sky UK Limited | No Group | 53 | 53 | |||||
| Society of Lloyd's | No Group | 110 | 110 | |||||
| Specialist Motor Finance Limited | No Group | 229 | 229 | |||||
| St James's Place UK plc | ST JAMES PLACE | 49 | 1 | 11 | 37 | |||
| St. James's Place Wealth Management Plc | ST JAMES PLACE | 1,653 | 10 | 4 | 13 | 545 | 1,081 | |
| Stagemount Limited | No Group | 55 | 55 | |||||
| Starling Bank Limited | No Group | 731 | 731 | |||||
| Starr International (Europe) Limited | No Group | 35 | 35 | |||||
| Startline Motor Finance Limited | No Group | 745 | 745 | |||||
| Stellantis Financial Services UK Limited | No Group | 1,913 | 1,906 | 7 | ||||
| Stripe Payments UK Limited | No Group | 73 | 73 | |||||
| Tandem Motor Finance Limited | No Group | 78 | 78 | |||||
| Telefonica UK Limited | No Group | 650 | 637 | 13 | ||||
| Tesco Personal Finance Limited | TESCO PERSONAL FINANCE | 337 | 311 | 26 | ||||
| Tesco Underwriting Limited | No Group | 201 | 201 | |||||
| The Co-Operative Bank Plc | No Group | 558 | 424 | 124 | 4 | 5 | 1 | |
| The Mortgage Works (UK) Plc | NATIONWIDE | 45 | 45 | |||||
| The National Farmers' Union Mutual Insurance Society Limited | No Group | 147 | 141 | 2 | 4 | |||
| The Prudential Assurance Company Limited | PRUDENTIAL PLC | 263 | 2 | 16 | 45 | 200 | ||
| The Royal Bank of Scotland Plc | NATWEST GROUP PLC | 648 | 599 | 38 | 5 | 3 | 3 | |
| The Royal London Mutual Insurance Society Limited | ROYAL LONDON GROUP | 172 | 53 | 10 | 109 | |||
| Think Money Limited | No Group | 37 | 37 | |||||
| Tide Platform Limited | No Group | 74 | 74 | |||||
| TIDE PLATFORM LTD | No Group | 53 | 53 | |||||
| Topaz Finance Limited | No Group | 120 | 1 | 119 | ||||
| Toyota Financial Services (UK) PLC | No Group | 837 | 835 | 2 | ||||
| Tradex Insurance Company PLC | No Group | 65 | 65 | |||||
| Trading 212 UK Limited | No Group | 83 | 25 | 58 | ||||
| TRANSUNION INTERNATIONAL UK LIMITED | No Group | 143 | 143 | |||||
| TSB Bank plc | No Group | 811 | 752 | 56 | 1 | 2 | ||
| U K Insurance Limited | DIRECT LINE GROUP | 1,348 | 7 | 1,341 | ||||
| Unum Ltd | No Group | 51 | 49 | 2 | ||||
| Vanguard Asset Management, Ltd | No Group | 63 | 1 | 43 | 19 | |||
| Vanquis Bank Limited | No Group | 17,614 | 17,612 | 2 | ||||
| Virgin Media Mobile Finance Limited | No Group | 53 | 51 | 2 | ||||
| Virgin Money Unit Trust Managers Ltd | No Group | 96 | 3 | 65 | 28 | |||
| Vitality Health Limited | No Group | 145 | 144 | 1 | ||||
| Vitality Life Limited | No Group | 41 | 36 | 5 | ||||
| Vodafone Limited | No Group | 68 | 66 | 2 | ||||
| Volkswagen Financial Services (UK) Limited | No Group | 2,320 | 2,302 | 18 | ||||
| Volvo Car Financial Services UK Limited | No Group | 72 | 72 | |||||
| Volvo Car UK Limited | No Group | 63 | 63 | |||||
| Wakam | No Group | 256 | 256 | |||||
| Watford Insurance Company Europe Limited | No Group | 178 | 178 | |||||
| West Bay Insurance Plc | No Group | 165 | 165 | |||||
| Wise Payments Limited | No Group | 945 | 943 | 2 | ||||
| WorldPay (UK) Limited | No Group | 54 | 54 | |||||
| Yorkshire Building Society | YORKSHIRE | 91 | 55 | 30 | 1 | 5 | ||
| Zempler Bank Limited | No Group | 115 | 115 | |||||
| Zopa Bank Limited | No Group | 420 | 419 | 1 | ||||
| Zurich Assurance Ltd | No Group | 108 | 1 | 39 | 6 | 62 | ||
| Zurich Insurance Company Ltd | No Group | 153 | 153 | |||||
| Zurich Insurance PLC | No Group | 83 | 83 | |||||
| Totals of the above | 131,102 | 104,719 | 2,699 | 18,903 | 1,501 | 3,158 | 122 | |
| Overall total number of complaints for the period* | 141,846 | 109,155 | 3,526 | 22,075 | 2,587 | 4,345 | 158 |
*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