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publication of complaints data

sorting things out early

The rules under which we operate changed in July 2015. Since then we have been able to look into problems before the financial business gives the consumer its final response, as long as both the business and the consumer agree to our getting involved.

The tables below show the number of problems we’ve helped to resolve in the most recent six-month periods. These tables only show businesses that also appear in the main set of complaints data. This means that we’ve resolved 30 or more complaints for each business during a six month reporting period in addition to the problems we’ve sorted out early. You can see the total number of problems we’ve sorted out early for all businesses at the foot of the table.

We haven’t included these in the main set of complaints data we publish about individual businesses. That’s because the main complaints data shows when we thought the business had got something wrong – and needed to put it right. But under the new rule, we help to sort things out before the business has given its final view of the problem.

1 January to 30 June 2018

business name business group number of problems
resolved
Barclays Bank Plc BARCLAYS (GS) 319
National Westminster Bank Plc THE ROYAL BANK OF SCOTLAND GROUP 225
HSBC Bank plc HSBC (GS) 185
Aviva Insurance Limited AVIVA 133
Santander UK Plc SANTANDER UK 115
The Royal Bank of Scotland Plc THE ROYAL BANK OF SCOTLAND GROUP 61
UK Insurance Limited DIRECT LINE GROUP 51
NewDay Ltd No FCA Firm Group 32
TSB Bank plc No FCA Firm Group 30
Clydesdale Financial Services Limited BARCLAYS (GS) 20
Lloyds Bank PLC LLOYDS 10
AXA Insurance UK Plc AXA 8
Automobile Association Insurance Services Limited No FCA Firm Group 7
Ulster Bank Ltd THE ROYAL BANK OF SCOTLAND GROUP 7
Financial Insurance Company Limited No FCA Firm Group 6
Nationwide Building Society NATIONWIDE 6
Yorkshire Building Society YORKSHIRE 4
Bank of Scotland Plc LLOYDS 3
DAS Legal Expenses Insurance Company Limited No FCA Firm Group 3
John Lewis Financial Services Limited HSBC (GS) 3
WDFC UK Limited No FCA Firm Group 3
Capital One (Europe) plc No FCA Firm Group 2
Casheuronet UK LLC No FCA Firm Group 2
Liverpool Victoria Insurance Company Limited LIVERPOOL VICTORIA GROUP 2
The National Farmers' Union Mutual Insurance Society Limited No FCA Firm Group 2
Ageas Insurance Limited AGEAS 1
Ald Automotive Limited No FCA Firm Group 1
American Express Services Europe Limited No FCA Firm Group 1
Amtrust Europe Limited No FCA Firm Group 1
Assurant General Insurance Limited No FCA Firm Group 1
BMW Financial Services (GB) Limited No FCA Firm Group 1
Close Brothers Limited No FCA Firm Group 1
Equifax Limited No FCA Firm Group 1
Interactive Investor Services Limited No FCA Firm Group 1
Inter Partner Assistance SA No FCA Firm Group 1
Kensington Mortgage Company Limited No FCA Firm Group 1
Legal & General Insurance Limited LEGAL & GENERAL 1
Lex Autolease Limited No FCA Firm Group 1
Lloyds Bank General Insurance Limited LLOYDS 1
MBNA Limited LLOYDS 1
MEM Consumer Finance Limited No FCA Firm Group 1
Mercedes-Benz Financial Services UK Limited No FCA Firm Group 1
Mortgage Express UK ASSET RESOLUTION 1
Oakbrook Finance Limited No FCA Firm Group 1
PRA Group (UK) Limited No FCA Firm Group 1
Santander Consumer (UK) Plc SANTANDER UK 1
Southern Rock Insurance Company Limited No FCA Firm Group 1
Swinton Group Ltd No FCA Firm Group 1
Vanquis Bank Limited No FCA Firm Group 1
Zenith Insurance plc No FCA Firm Group 1
Total problems resolved   1264

1 July to 31 December 2017

business name business group number of problems
resolved
Barclays Bank Plc BARCLAYS (GS) 560
National Westminster Bank Plc THE ROYAL BANK OF SCOTLAND GROUP 282
HSBC Bank plc HSBC (GS) 243
Santander UK Plc SANTANDER UK 225
Aviva Insurance Limited AVIVA 179
The Royal Bank of Scotland Plc THE ROYAL BANK OF SCOTLAND GROUP 89
UK Insurance Limited DIRECT LINE GROUP 67
NewDay Ltd No FCA Firm Group 53
Clydesdale Financial Services Limited BARCLAYS (GS) 39
AXA Insurance UK Plc AXA 18
Ulster Bank Ltd THE ROYAL BANK OF SCOTLAND GROUP 15
Bank of Scotland Plc LLOYDS 14
Automobile Association Insurance Services Limited No FCA Firm Group 10
Lloyds Bank PLC LLOYDS 7
DAS Legal Expenses Insurance Company Limited No FCA Firm Group 6
TSB Bank plc No FCA Firm Group 5
Nationwide Building Society NATIONWIDE 3
WDFC UK Limited No FCA Firm Group 3
Acromas Insurance Company Limited No FCA Firm Group 2
Financial Insurance Company Limited No FCA Firm Group 2
MBNA Limited BANK OF AMERICA MERRILL LYNCH GROUP 2
Unum Ltd No FCA Firm Group 2
Yorkshire Building Society YORKSHIRE 2
Arnold Clark Automobiles Limited No FCA Firm Group 1
BISL Limited No FCA Firm Group 1
British Gas Insurance Limited No FCA Firm Group 1
Calpe Insurance Company Limited No FCA Firm Group 1
Canada Square Operations Limited CITI - EMEA GROUP 1
Caversham Finance Limited No FCA Firm Group 1
Clydesdale Bank Plc No FCA Firm Group 1
CURO TRANSATLANTIC LIMITED No FCA Firm Group 1
DSG Retail Limited No FCA Firm Group 1
Equifax Limited No FCA Firm Group 1
Europaische Reiseversicherung AG No FCA Firm Group 1
Experian Limited No FCA Firm Group 1
FirstRand Bank Limited No FCA Firm Group 1
Friends Life Limited AVIVA 1
IGO4 Limited No FCA Firm Group 1
Instant Cash Loans Limited No FCA Firm Group 1
Inter Partner Assistance SA No FCA Firm Group 1
Legal & General Insurance Limited LEGAL & GENERAL 1
Lloyds Bank General Insurance Limited LLOYDS 1
Madison CF UK Limited No FCA Firm Group 1
Metro Bank PLC No FCA Firm Group 1
NRAM plc No FCA Firm Group 1
Royal & Sun Alliance Insurance Plc RSA INSURANCE UK 1
Sainsbury's Bank Plc No FCA Firm Group 1
Santander Consumer (UK) Plc SANTANDER UK 1
Shop Direct Finance Company Limited No FCA Firm Group 1
Skipton Building Society SKIPTON GROUP 1
Telefonica Insurance S.A. No FCA Firm Group 1
The Co-operative Bank Plc No FCA Firm Group 1
The Prudential Assurance Company Limited PRUDENTIAL PLC 1
Volkswagen Financial Services (UK) Limited No FCA Firm Group 1
Wirecard Card Solutions Limited No FCA Firm Group 1
WorldPay (UK) Limited No FCA Firm Group 1
Total problems resolved   1861

1 January – 30 June 2017

business name FCA business group total resolved cases
Barclays Bank Plc BARCLAYS (GS) 693
National Westminster Bank Plc THE ROYAL BANK OF SCOTLAND GROUP 323
Santander UK Plc SANTANDER UK 298
Aviva Insurance Limited AVIVA 241
HSBC Bank plc HSBC (GS) 222
The Royal Bank of Scotland Plc THE ROYAL BANK OF SCOTLAND GROUP 109
NewDay Ltd No FCA Firm Group 48
AXA Insurance UK Plc AXA 38
Clydesdale Financial Services Limited BARCLAYS (GS) 32
UK Insurance Limited DIRECT LINE GROUP 23
Ulster Bank Ltd THE ROYAL BANK OF SCOTLAND GROUP 14
TSB Bank plc No FCA Firm Group 11
Automobile Association Insurance Services Limited No FCA Firm Group 9
Nationwide Building Society NATIONWIDE 9
Santander Consumer (UK) Plc SANTANDER UK 6
DAS Legal Expenses Insurance Company Limited No FCA Firm Group 5
Capital One (Europe) plc No FCA Firm Group 4
Inter Partner Assistance SA No FCA Firm Group 4
Yorkshire Building Society YORKSHIRE 3
Acromas Insurance Company Limited No FCA Firm Group 2
Advantage Insurance Company Limited No FCA Firm Group 2
Aviva Life & Pensions UK Limited AVIVA 2
Bank of Scotland Plc LLOYDS 2
BISL Limited No FCA Firm Group 2
Equifax Limited No FCA Firm Group 2
Europaische Reiseversicherung AG No FCA Firm Group 2
John Lewis Financial Services Limited HSBC (GS) 2
Legal & General Insurance Limited LEGAL & GENERAL 2
Lending Stream Llc No FCA Firm Group 2
Lloyds Bank Plc LLOYDS 2
MBNA Limited BANK OF AMERICA MERRILL LYNCH GROUP 2
The National Farmers' Union Mutual Insurance Society No FCA Firm Group 2
Abbey Life Assurance Company Limited No FCA Firm Group 1
Admiral Insurance Company Limited ADMIRAL GROUP 1
Advanced Payment Solutions Limited No FCA Firm Group 1
Bank of Ireland (UK) Plc BANK OF IRELAND 1
BMW Financial Services (GB) Limited No FCA Firm Group 1
BUPA Insurance Limited BUPA 1
Calpe Insurance Company Limited No FCA Firm Group 1
Cigna Insurance Services (Europe) Limited No FCA Firm Group 1
CIS General Insurance Limited No FCA Firm Group 1
Clydesdale Bank Plc No FCA Firm Group 1
CURO TRANSATLANTIC LIMITED No FCA Firm Group 1
Experian Limited No FCA Firm Group 1
FCA Automotive Services UK Ltd No FCA Firm Group 1
Hastings Insurance Services Limited No FCA Firm Group 1
HFC Bank Limited HSBC (GS) 1
Insure & Go Insurance Services Ltd No FCA Firm Group 1
J.P. Morgan Europe Limited No FCA Firm Group 1
Leeds Building Society No FCA Firm Group 1
Legal and General Assurance Society Limited LEGAL & GENERAL 1
Marks & Spencer Financial Services plc HSBC (GS) 1
Mercedes-Benz Financial Services UK Limited No FCA Firm Group 1
National House-Building Council No FCA Firm Group 1
Saga Services Limited No FCA Firm Group 1
Sainsbury's Bank Plc No FCA Firm Group 1
Shop Direct Finance Company Limited No FCA Firm Group 1
The Royal London Mutual Insurance Society Limited ROYAL LONDON GROUP 1
The Society of Lloyd's No FCA Firm Group 1
Vanquis Bank Limited No FCA Firm Group 1
West Bromwich Building Society No FCA Firm Group 1
Zenith Insurance plc No FCA Firm Group 1
Zurich Insurance PLC No FCA Firm Group 1
Total problems resolved   2218