Complaints data

Our customers are at the heart of our business and we strive to put them first in all we do.

Whilst we are proud of our record of high customer advocacy and recognition by external commentators, we also recognise that sometimes things can go wrong. When it does we encourage our customers to tell us and we try to put things right as quickly as possible. The feedback we receive from our customers is invaluable and it helps us to shape the way we do things in the future.

Every six months we submit information to the Financial Conduct Authority (FCA) about the complaints we have received from our customers. The information includes details of the number of complaints we receive, how many we have closed and how many we have upheld (found in favour of the customer).

View the complaints data from 1st July 2023 - 31st December 2023

2023 complaints

July - December 2023

H2 2023 complaints data (PDF)

January - June 2023

H1 2023 complaints data (PDF)

2022 complaints

July - December 2022

H2 2022 complaints data (PDF)

January - June 2022

H1 2022 complaints data (PDF)

2021 complaints

July - December 2021

H2 2021 complaints data (PDF)

January - June 2021

H1 2021 complaints data (PDF)

2020 complaints

July - December 2020

H2 2020 complaints data (PDF)

January - June 2020

H1 2020 complaints data (PDF)

2019 complaints

July - December 2019

H2 2019 complaints data (PDF)

January - June 2019

H1 2019 complaints data (PDF)

2018 complaints

July - December 2018

H2 2018 complaints data (PDF)

January - June 2018

H1 2018 complaints data (PDF)

2017 complaints

July - December 2017

H2 2017 complaints data (PDF)

January - June 2017

H1 2017 complaints data (PDF)