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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 – 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

1 July to 31 December 2016

business name business group number of problems
resolved
Barclays Bank Plc BARCLAYS (GS) 206
Santander UK Plc SANTANDER UK 108
National Westminster Bank Plc THE ROYAL BANK OF SCOTLAND GROUP 97
Aviva Insurance Limited AVIVA 64
The Royal Bank of Scotland Plc THE ROYAL BANK OF SCOTLAND GROUP 47
AXA Insurance UK Plc AXA 21
HSBC Bank plc HSBC (GS) 19
Hastings Insurance Services Limited - 18
Aviva Insurance Limited AVIVA 11
Advantage Insurance Company Limited - 8
Lloyds Bank PLC LLOYDS 8
Clydesdale Financial Services Limited BARCLAYS (GS) 6
Nationwide Building Society NATIONWIDE 6
Bank of Scotland Plc LLOYDS 5
DAS Legal Expenses Insurance Company Limited - 5
Automobile Association Insurance Services Limited - 4
Tesco Personal Finance PLC TESCO PERSONAL FINANCE 4
Amtrust Europe Limited - 3
Legal & General Insurance Limited - 3
Royal & Sun Alliance Insurance Plc RSA INSURANCE UK 3
The Mortgage Works (UK) Plc - 3
Yorkshire Building Society YORKSHIRE 3
Acromas Insurance Company Limited - 2
CIS General Insurance Limited CO-OP 2
Inter Partner Assistance SA - 2
Ageas Insurance Limited AGEAS INSURANCE LIMITED 1
APS Financial Limited - 1
Bradford & Bingley Plc - 1
Equifax Limited - 1
esure Insurance Limited - 1
Express Gifts Ltd - 1
Firstplus Financial Group Plc BARCLAYS (GS) 1
Friends Life Services Limited - 1
HFC Bank Limited HSBC (GS) 1
Phoenix Life Limited PHOENIX GROUP 1
PRA Group (UK) Limited - 1
Santander Cards UK Limited SANTANDER UK 1
Santander Consumer (UK) Plc SANTANDER UK 1
The Car Finance Company (2007) Ltd - 1
The National Farmers' Union Mutual Insurance Society Limited NATIONAL FARMERS UNION MUTUAL SOCIETY LIMITED 1
UK Insurance Limited DIRECT LINE GROUP 1
Total problems resolved   705