complaints data - showing individual financial businesses new cases received by the Financial Ombudsman Service from 1 January to 30 June 2012 number of new cases - by complaint category business name business group total number of new cases received banking and credit mortgages and home finance general insurance PPI investments life & pensions and decumulation Abbey Life Assurance Company No Group 138 0 0 12 1 4 121 ACE European Group No Group 48 0 0 47 1 0 0 ACF Car Finance No Group 84 6 0 6 72 0 0 Acromas Insurance Company No Group 107 0 0 107 0 0 0 Admiral Insurance Company Admiral Group 219 0 0 219 0 0 0 Advantage Finance Ltd No Group 52 4 0 3 45 0 0 Advantage Insurance Company No Group 72 0 0 72 0 0 0 Ageas Insurance Ageas Insurance 358 0 0 356 2 0 0 AIB Group (UK) Plc No Group 258 52 10 0 196 0 0 Allianz Insurance Plc Allianz Insurance 406 0 0 192 214 0 0 American Express Services Europe American Life Insurance Company (USA) No Group 242 78 0 2 162 0 0 No Group 32 0 0 22 0 0 10 Amtrust Europe No Group 34 0 0 32 2 0 0 Amtrust International Underwriters Ltd No Group 33 0 0 24 9 0 0
Anglian Windows Ltd No Group 69 1 0 0 68 0 0 Aria Insurance Services Europ Assistance 50 0 0 50 0 0 0 Automobile Association Insurance Services No Group 70 0 0 69 0 0 1 Aviva Insurance AVIVA 832 0 0 435 388 0 9 Aviva Life & Pensions UK AVIVA 456 0 10 71 8 45 322 AXA Insurance UK Plc AXA 579 0 0 557 22 0 0 AXA PPP Healthcare AXA 42 0 0 42 0 0 0 Bank of Ireland (UK) Plc Bank of Ireland 332 149 26 9 139 8 1 Bank of Scotland plc Lloyds 7836 2480 750 154 4145 170 137 Banque PSA Finance No Group 69 46 0 0 23 0 0 Barclays Bank Plc Barclays 23703 3208 371 149 19522 322 131 BDML Connect No Group 46 0 0 46 0 0 0 BISL No Group 160 0 0 160 0 0 0 Black Horse Lloyds 6143 223 6 6 5908 0 0 Blue Sky Personal Finance No Group 79 0 0 0 79 0 0 BMW Financial Services(GB) No Group 76 66 0 1 9 0 0 Bradford & Bingley Plc UK Asset Resolution 405 3 33 15 316 7 31 BRIT Insurance No Group 57 0 0 55 2 0 0 British Credit Trust Holdings Ltd No Group 102 5 0 6 91 0 0 British Gas Insurance No Group 129 0 0 129 0 0 0 BUPA Insurance BUPA 108 0 0 107 0 0 1 Cabot Financial (Europe) No Group 52 52 0 0 0 0 0 Canada Life Canada Life 71 0 0 19 1 5 46 Capital One (Europe) plc Capital One 5866 269 1 2 5594 0 0
Card Protection Plan Ltd No Group 47 0 0 47 0 0 0 Chartis Europe No Group 90 0 0 76 14 0 0 Cheltenham & Gloucester plc Lloyds 499 12 145 11 328 0 3 CIS General Insurance CO-OP 247 0 0 241 4 2 0 Citibank International plc Citibank 34 18 0 0 15 1 0 CitiFinancial Europe Plc Citibank 414 65 3 0 346 0 0 Clydesdale Bank Plc National Australia Group 2898 296 72 23 2487 11 9 Clydesdale Financial Services Barclays 456 440 0 2 14 0 0 Connells Skipton Group 74 0 16 4 54 0 0 Co-operative Insurance Society CO-OP 205 0 0 35 20 32 118 Countrywide Assured Plc No Group 102 0 0 15 17 1 69 Countrywide Principal Services No Group 77 0 34 15 26 0 2 Creation Consumer Finance Ltd No Group 112 53 0 0 59 0 0 Creation Financial Services No Group 197 78 0 3 116 0 0 CT Capital PLC Central Trust 307 2 5 2 298 0 0 DAS Legal Expenses Insurance Company No Group 119 0 0 119 0 0 0 DB UK Bank No Group 34 0 34 0 0 0 0 Decidebloom No Group 66 17 0 5 44 0 0 Domestic & General Insurance Plc Domestic & General Insurance PLC 46 0 0 42 0 4 0 E Insurance Services Ltd No Group 44 0 0 44 0 0 0 Egg Banking Plc Citibank 706 36 5 0 665 0 0 esure Insurance ESURE 167 0 0 167 0 0 0
Everyday Loans No Group 193 10 0 0 183 0 0 Express Gifts Ltd No Group 69 23 0 1 45 0 0 First Response Finance Ltd No Group 217 8 0 0 209 0 0 Firstplus Financial Group Plc Barclays 298 34 11 0 253 0 0 Friends Life Company Friends Provident 43 0 0 7 1 2 33 Friends Life Friends Provident 129 0 0 30 5 8 86 Friends Life Services Friends Provident 143 0 0 20 1 22 100 Friends Life WL Friends Provident 56 0 0 6 1 1 48 GE Money Consumer Lending General Electric 163 53 10 0 100 0 0 GE Money Home Lending General Electric 222 30 41 0 151 0 0 Great Lakes Reinsurance (UK) Plc No Group 96 0 0 91 5 0 0 Groupama Insurance Company Groupama 136 0 0 106 30 0 0 Guardian Assurance No Group 63 0 0 2 3 1 57 Halifax General Insurance Services Lloyds 108 0 1 107 0 0 0 Halifax Insurance Ireland Ltd Lloyds 101 0 0 8 92 0 1 HFC Bank HSBC 1786 69 3 9 1704 0 1 Hitachi Capital (UK) Plc No Group 103 86 0 0 17 0 0 Home Retail Group Card Services Home Retail Group Insurance Services No Group 85 78 0 0 7 0 0 No Group 260 2 0 1 257 0 0 Homecare Insurance No Group 71 0 0 71 0 0 0 Homeserve Membership No Group 72 0 0 72 0 0 0 HSBC Bank plc HSBC 7164 1456 121 371 5051 92 73
Inter Partner Assistance SA No Group 383 0 0 383 0 0 0 J D Williams & Company No Group 70 36 0 1 33 0 0 Kensington Mortgage Company No Group 97 4 77 1 15 0 0 Kwik-Fit Insurance Services Ltd Ageas Insurance 31 0 0 31 0 0 0 Leeds Building Society No Group 181 5 15 5 156 0 0 Legal & General Assurance Society Legal & General 319 1 0 73 7 32 206 Legal & General Insurance Legal & General 157 0 0 107 50 0 0 Legal & General Partnership Services Liverpool Victoria Friendly Society Liverpool Victoria Insurance Company Legal & General 157 0 24 29 104 0 0 Liverpool Victoria Group 48 1 0 10 18 1 18 Liverpool Victoria Group 210 0 0 210 0 0 0 Lloyds TSB Bank Plc Lloyds 12235 2173 75 218 9493 164 112 Lloyds TSB General Insurance Lloyds TSB Insurance Services Lloyds 282 0 0 142 140 0 0 Lloyds 67 0 0 39 28 0 0 Loans.co.uk Ltd MBNA 426 2 5 0 419 0 0 London General Insurance Company No Group 62 0 0 28 34 0 0 Mapfre Asistencia S A No Group 112 0 0 112 0 0 0 Markerstudy Insurance Company Marks & Spencer Financial Services plc No Group 47 0 0 47 0 0 0 HSBC 1010 62 0 8 939 1 0 MBNA Europe Bank MBNA 9187 2440 0 23 6724 0 0 Microcredit No Group 68 68 0 0 0 0 0
MMA Insurance Plc No Group 60 0 0 60 0 0 0 Mondial Assistance Europe N.V. No Group 48 0 0 48 0 0 0 Mortgage Express UK Asset Resolution 76 0 72 0 4 0 0 National House-Building Council No Group 50 0 0 50 0 0 0 National Savings and Investments No Group 47 47 0 0 0 0 0 National Westminster Bank Plc Royal Bank Of Scotland 3679 1787 181 67 1555 67 22 Nationwide Building Society Nationwide 4553 329 160 43 3892 87 42 Newcastle Building Society No Group 101 15 2 3 76 3 2 Northern Bank No Group 196 12 1 1 177 3 2 Northern Rock (Asset Management) plc UK Asset Resolution 676 24 275 5 365 1 6 Northern Rock plc Virgin Money 100 28 62 0 6 4 0 Ocean Finance and Mortgages No Group 98 0 0 1 97 0 0 Openwork Zurich 100 1 15 8 42 21 13 Paratus AMC No Group 31 0 23 1 7 0 0 PayPal Sarl & Cie, SCA No Group 55 55 0 0 0 0 0 Pearl Assurance Phoenix Group 127 0 0 14 1 9 103 Personal Touch Financial Services Ltd No Group 44 0 13 5 13 11 2 Phoenix Life Phoenix Group 378 0 1 49 1 22 305 Pinnacle Insurance Plc Cardiff Pinnacle 321 0 0 77 244 0 0 Positive Solutions (Financial Services) Professional Travel Insurance Company Aegon Group 40 0 7 7 2 16 8 No Group 65 0 0 65 0 0 0 Progressive Credit No Group 433 137 0 1 295 0 0
Provident Personal Credit No Group 32 32 0 0 0 0 0 R. Raphael & Sons Plc No Group 114 79 0 0 34 0 1 ReAssure SWISS RE 158 0 1 35 2 7 113 Red Sands Insurance Company (Europe) No Group 56 0 0 56 0 0 0 Royal & Sun Alliance Insurance Plc Royal & Sun Alliance 441 0 0 412 29 0 0 Saga Services No Group 73 0 0 72 0 1 0 Sainsbury's Bank Plc Sainsburys Bank 93 82 0 2 9 0 0 Santander Cards UK Santander UK 475 252 0 6 217 0 0 Santander Consumer (UK) Plc Santander UK 207 93 0 0 114 0 0 Santander UK Plc Santander UK 5072 2510 549 126 1665 116 106 Scottish Equitable Plc Aegon Group 74 0 0 16 3 3 52 Scottish Widows plc Lloyds 129 0 0 21 6 21 81 Sesame Friends Provident 138 0 18 24 35 19 42 Shop Direct Finance Company Shop Direct Group 561 195 0 1 365 0 0 Skipton Building Society Skipton Group 150 10 18 2 118 1 1 Southern Pacific Mortgage No Group 85 5 45 3 32 0 0 St Andrew's Insurance plc Lloyds 300 0 0 211 89 0 0 St. James's Place Wealth Management Plc St James Place 47 0 7 5 2 20 13 Standard Life Assurance Standard Life 134 0 0 12 1 13 108 Sun Life Assurance Company of Canada (U.K.) No Group 210 1 0 18 0 2 189 Swinton Group Ltd No Group 81 0 0 81 0 0 0 Tesco Personal Finance PLC Tesco Personal Finance 953 155 0 76 722 0 0 Tesco Underwriting Ageas Insurance 84 0 0 84 0 0 0
The Carphone Warehouse Ltd No Group 62 0 0 62 0 0 0 The Co-operative Bank Plc CO-OP 603 231 45 3 291 25 8 The Funding Corporation No Group 86 3 1 2 80 0 0 The Governor and Company of the Bank of Ireland Bank of Ireland 76 22 25 3 24 0 2 The Mortgage Business Plc Lloyds 45 0 41 1 3 0 0 The Mortgage Matters Partnership No Group 36 0 9 0 27 0 0 The National Farmers' Union Mutual Insurance Society National Farmers Union Mutual Society 106 0 0 99 1 0 6 The Prudential Assurance Company Prudential PLC 323 0 3 17 21 28 254 The Royal Bank of Scotland Plc Royal Bank Of Scotland 3053 709 128 56 2091 47 22 The Royal London Mutual Insurance Society Royal London Group 312 2 0 62 11 17 220 The Society of Lloyd's No Group 271 0 0 186 85 0 0 UK Car Group No Group 257 12 0 3 242 0 0 UK Insurance Royal Bank Of Scotland 1596 0 0 1541 54 0 1 Ulster Bank Ltd Royal Bank Of Scotland 132 51 6 0 71 3 1 Vanquis Bank No Group 667 655 0 1 11 0 0 Volkswagen Financial Services (UK) No Group 51 38 0 0 13 0 0 Welcome Financial Services CATTLES 468 194 16 5 252 1 0 West Bromwich Building Society West Bromwich Group 101 10 10 2 70 5 4 Yorkshire Building Society Yorkshire 676 50 93 3 506 14 10 Zenith Insurance plc No Group 48 0 0 48 0 0 0 Zurich Assurance Ltd Zurich 250 0 6 56 10 26 152 Zurich Insurance PLC Zurich 167 0 0 167 0 0 0
The table above shows the number of new cases received by the ombudsman service in the six-month period from 1 January to 30 June 2012 - from consumers dissatisfied with the financial business's response to their complaint. This number is likely to be affected by the size of the business involved. 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.