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 January 2021 - 30th June 2021

2021 complaints 

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

2017 complaints

July - December 2017

H2 2017 complaints data (PDF)

January - June 2017

H1 2017 complaints data (PDF)

2016 complaints

July - December 2016

January - June 2016

Product / service Complaints opened Complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld by firm (%)
Banking 11936 11497 99.30% 55.87%
Home finance 1676 1623 99.69% 54.71%
General Insurance & Pure Protection (incl.PPI) 4745 4730 99.79% 72.05%
Decumulation, Life & Pensions 56 52 92.31% 3.85%
Investments 18 19 89.47% 5.26%
Credit-related - - Not applicable -

2015 complaints

January - June 2015

Product / service Complaints opened Complaints closed Complaints closed within 8 weeks (%) Closed complaintsupheld by firm (%)
Banking 12666 14197 98.53% 50.65%
Home finance 1663 1809 99.45% 54.45%
General Insurance & Pure Protection (incl.PPI) 5492 5656 99.86% 65.33%
Decumulation, Life & Pensions 85 83 90.36% 6.02%
Investments 34 36 72.22% 33.33%
Credit-related - - Not applicable -