Scorecard
Three independent measures of the same thing, for firms where all are published. Because each is a rate rather than a count, a large bank is not penalised for being large.
These three columns are not interchangeable, and the differences are the point.
Firm upholds is the share of banking-and-credit complaints the firm itself decided in the customer’s favour, from its own FCA return. Ombudsman upholds is the share of banking-and-credit complaints the Ombudsman upheld across everything referred to it. Both are scoped to banking and credit only, to match Published decisions: our figure, the share upheld among banking decisions an ombudsman actually wrote, across the whole corpus since 2013.
Firms report on staggered schedules, so the period shown next to each regulator figure is that firm’s own latest available one, not a single period covering every row.
The Ombudsman suppresses its banking-and-credit figure for firms below its minimum case-count threshold, so a large share of firms on this page will show “—” under Ombudsman upholds. That dash means no published figure exists for that firm, not zero.
They cover different populations over different periods, so do not read a gap as an error in any of them. A firm that upholds a lot itself and is rarely overturned is resolving complaints well; one that upholds little and then loses is not.
| Firm | Firm upholds | Ombudsman upholds | Published banking decisions | Decisions | Complaints received |
|---|---|---|---|---|---|
| Bank of Scotland Plc | 70.2% 2025-H2 | 26.0% 2025-H2 | 17.5% | 7,749 | 67,071 |
| Santander UK Plc | 45.1% 2025-H2 | 24.5% 2025-H2 | 25.4% | 7,375 | 60,432 |
| Lloyds Bank PLC | 68.8% 2025-H2 | 28.0% 2025-H2 | 18.0% | 6,823 | 87,894 |
| Barclays Bank Plc | 60.2% 2025-H2 | 32.0% 2025-H2 | 22.2% | 6,138 | 9,293 |
| Barclays Bank UK PLC | 59.8% 2025-H2 | 25.0% 2025-H2 | 27.9% | 6,129 | 80,470 |
| National Westminster Bank Plc | 65.8% 2024-H1 | 37.0% 2024-H2 | 20.3% | 5,986 | 80,269 |
| HSBC UK Bank Plc | 58.1% 2025-H2 | 27.0% 2025-H2 | 31.6% | 4,488 | 75,064 |
| Nationwide Building Society | 52.4% 2025-H2 | 25.0% 2025-H2 | 25.2% | 4,266 | 63,947 |
| HSBC Bank plc | 52.2% 2025-H1 | — | 18.1% | 3,676 | 465 |
| Revolut Limited | — | 26.0% 2025-H2 | 24.3% | 3,291 | — |
| TSB Bank plc | 52.3% 2025-H2 | 26.0% 2025-H2 | 31.4% | 2,681 | 32,154 |
| MONZO BANK LIMITED | 29.9% 2025-H2 | 26.0% 2025-H2 | 33.2% | 2,448 | 49,247 |
| NewDay Ltd | — | 41.1% 2025-H2 | 46.2% | 2,094 | — |
| Clydesdale Bank Plc | 64.1% 2025-H2 | 27.1% 2025-H2 | 25.6% | 1,809 | 31,993 |
| Tesco Personal Finance Limited | 43.5% 2024-H2 | 14.0% 2025-H1 | 32.9% | 1,369 | 15,374 |
| Vanquis Bank Limited | 29.9% 2025-H2 | 33.0% 2025-H2 | 23.0% | 1,177 | 18,304 |
| Shawbrook Bank Limited | 59.7% 2025-H2 | 19.0% 2025-H2 | 16.9% | 1,163 | 882 |
| MBNA Limited | 54.0% 2025-H2 | 17.0% 2025-H2 | 16.1% | 1,162 | 8,774 |
| American Express Services Europe Limited | 33.3% 2025-H2 | 31.1% 2025-H2 | 26.3% | 1,029 | 14,708 |
| Capital One (Europe) plc | 34.3% 2025-H2 | 24.2% 2025-H2 | 19.2% | 962 | 30,573 |
| Metro Bank PLC | 50.8% 2025-H2 | 30.2% 2025-H2 | 39.1% | 882 | 11,111 |
| Starling Bank Limited | 41.0% 2025-H2 | 22.9% 2025-H2 | 29.3% | 820 | 17,323 |
| MONEYBARN NO.1 LIMITED | — | 22.2% 2025-H2 | 17.6% | 772 | — |
| NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY | 57.3% 2025-H2 | 30.0% 2025-H2 | 18.0% | 721 | 90,819 |
| Creation Consumer Finance Limited | 41.1% 2025-H2 | 39.0% 2025-H2 | 56.2% | 680 | 10,537 |
| Wise Payments Limited | — | 19.4% 2025-H2 | 23.1% | 657 | — |
| Shop Direct Finance Company Limited | — | 35.8% 2025-H2 | 26.7% | 643 | — |
| Black Horse Limited | — | 11.0% 2025-H2 | 25.2% | 618 | — |
| Gain Credit LLC | — | 29.6% 2025-H2 | 49.6% | 611 | — |
| Madison CF UK Limited | — | 21.0% 2025-H2 | 33.8% | 601 | — |
| Loans 2 Go Limited | — | 34.7% 2025-H2 | 62.3% | 584 | — |
| Everyday Lending Limited | — | 25.5% 2025-H2 | 64.2% | 583 | — |
| Bank of Ireland (UK) Plc | 44.5% 2025-H2 | 31.7% 2025-H2 | 28.5% | 583 | 1,734 |
| Volkswagen Financial Services (UK) Limited | — | 27.9% 2025-H2 | 34.1% | 581 | — |
| Sainsbury's Bank Plc | 50.6% 2025-H2 | 23.9% 2025-H2 | 32.6% | 515 | 1,108 |
| Clydesdale Financial Services Limited | — | 15.0% 2025-H2 | 18.7% | 507 | — |
| BMW Financial Services(GB) Limited | — | 30.1% 2025-H2 | 37.1% | 463 | — |
| PDL Finance Limited | — | 0.0% 2025-H2 | 56.3% | 462 | — |
| Provident Personal Credit Limited | — | 32.7% 2021-H2 | 37.4% | 460 | — |
| Virgin Money plc | 57.2% 2019-H2 | — | 25.4% | 410 | 6,360 |
| Zopa Bank Limited | 41.8% 2025-H2 | 25.6% 2025-H2 | 31.0% | 400 | 6,387 |
| Mercedes-Benz Financial Services UK Limited | — | 29.7% 2025-H2 | 34.5% | 371 | — |
| MotoNovo Finance Limited | — | 36.9% 2025-H2 | 46.0% | 346 | — |
| J.P. Morgan Europe Limited | 47.5% 2025-H2 | 28.7% 2025-H2 | 34.2% | 342 | 8,343 |
| National Savings and Investments | — | 46.2% 2025-H2 | 35.3% | 329 | — |
| Yorkshire Building Society | 73.8% 2025-H2 | 21.1% 2025-H2 | 28.4% | 327 | 1,832 |
| Mitsubishi HC Capital UK Plc | — | 14.0% 2025-H2 | 23.2% | 323 | — |
| Close Brothers Limited | 0.0% 2025-H2 | 26.9% 2025-H2 | 46.2% | 318 | 377 |
| Lendable Ltd | — | 31.1% 2025-H2 | 22.4% | 313 | — |
| Santander Consumer (UK) Plc | — | 27.7% 2025-H2 | 42.5% | 308 | — |
| MARKS AND SPENCER FINANCIAL SERVICES PLC | 68.4% 2025-H2 | 23.6% 2025-H2 | 25.2% | 302 | 5,169 |
| PayPal Europe Sarl & Cie, SCA | — | 32.3% 2021-H1 | 41.6% | 296 | — |
| Experian Limited | — | 15.2% 2025-H2 | 21.1% | 294 | — |
| PayPal UK Ltd | — | 37.6% 2025-H2 | 24.8% | 290 | — |
| Oakbrook Finance Limited | — | 13.5% 2025-H2 | 16.3% | 288 | — |
| Equifax Limited | — | 30.5% 2025-H2 | 35.9% | 287 | — |
| Morses Club Limited | — | 51.6% 2023-H1 | 55.3% | 282 | — |
| Oodle Financial Services Limited | — | 28.7% 2025-H2 | 26.4% | 276 | — |
| Startline Motor Finance Limited | — | 31.4% 2025-H2 | 45.9% | 244 | — |
| Evergreen Finance London Limited | — | 41.0% 2025-H2 | 60.2% | 244 | — |
| Avantcredit Of Uk, Llc | — | 60.0% 2022-H2 | 73.0% | 230 | — |
| J.D. WILLIAMS & COMPANY LIMITED | — | 30.0% 2025-H2 | 38.9% | 221 | — |
| Moneybarn Limited | — | 38.9% 2023-H1 | 31.6% | 215 | — |
| Creation Financial Services Limited | 36.4% 2025-H1 | 30.8% 2025-H2 | 50.7% | 213 | 404 |
| PSA Finance UK Limited | — | 38.4% 2022-H2 | 41.3% | 206 | 0 |
| Ulster Bank Ltd | 73.0% 2020-H2 | 48.6% 2022-H2 | 13.9% | 202 | 1,796 |
| Blue Motor Finance Limited | — | 35.6% 2025-H2 | 47.5% | 200 | — |
| Advantage Finance Limited | — | 19.5% 2025-H2 | 20.3% | 197 | — |
| Western Circle Limited | — | 9.6% 2025-H2 | 56.6% | 196 | — |
| FirstRand Bank Limited | — | 10.4% 2025-H1 | 37.9% | 195 | — |
| Bamboo Limited | — | 15.1% 2025-H2 | 38.2% | 170 | — |
| Secure Trust Bank Plc | 33.2% 2024-H2 | 40.1% 2025-H1 | 33.5% | 170 | 359 |
| FCE Bank Plc | 55.6% 2025-H2 | 1.4% 2025-H2 | 34.5% | 168 | 154 |
| Advanced Payment Solutions Limited | 20.3% 2023-H2 | 44.8% 2024-H1 | 66.7% | 168 | 1,378 |
| Hitachi Capital (UK) Plc | — | 42.9% 2021-H2 | 28.7% | 167 | — |
| Home Retail Group Card Services Limited | 34.8% 2025-H2 | 28.6% 2025-H2 | 22.8% | 162 | 3,824 |
| The Royal Bank of Scotland Plc | 59.1% 2025-H2 | 34.4% 2025-H1 | 17.8% | 157 | 18,544 |
| ClearBank Limited | 57.1% 2025-H2 | 27.6% 2025-H2 | 51.6% | 155 | 3,339 |
| PrePay Technologies Limited | — | 28.1% 2025-H2 | 46.5% | 155 | — |
| Specialist Motor Finance Limited | — | 27.7% 2025-H2 | 40.9% | 154 | — |
| RCI Financial Services Limited | — | 43.4% 2025-H2 | 38.6% | 153 | — |
| Healthcare Finance Limited | — | 57.0% 2025-H2 | 51.0% | 151 | — |
| Link Financial Outsourcing Limited | 25.0% 2025-H1 | 34.5% 2025-H2 | 32.9% | 149 | — |
| TFS Loans Limited | — | 74.1% 2021-H2 | 81.2% | 149 | — |
| Leeds Building Society | 71.7% 2025-H2 | 31.0% 2024-H2 | 22.4% | 147 | 1,735 |
| WorldPay (UK) Limited | — | 35.0% 2024-H2 | 17.7% | 147 | — |
| Cabot Credit Management Group Limited | 22.8% 2023-H1 | 14.8% 2025-H2 | 19.3% | 145 | 4,714 |
| Lowell Portfolio I Limited | — | 18.6% 2025-H2 | 28.5% | 144 | — |
| Next Retail Limited | — | 15.1% 2025-H2 | 16.5% | 139 | — |
| Skipton Building Society | 71.9% 2025-H2 | 25.0% 2025-H1 | 28.8% | 139 | 3,820 |
| Lex Autolease Limited | — | 28.8% 2025-H2 | 31.9% | 138 | — |
| Arrow Global Limited | — | 25.8% 2023-H1 | 44.1% | 136 | — |
| TRANSUNION INTERNATIONAL UK LIMITED | — | 40.3% 2025-H2 | 69.4% | 134 | — |
| John Lewis Financial Services Limited | — | 35.6% 2023-H2 | 32.6% | 129 | — |
| Studio Retail Limited | — | 29.8% 2023-H1 | 48.8% | 129 | — |
| FIRST RESPONSE FINANCE LIMITED | — | 13.1% 2025-H2 | 19.8% | 126 | — |
| Ikano Bank AB (publ) | 42.9% 2025-H2 | 36.5% 2025-H2 | 31.7% | 126 | 879 |
| Northern Bank Limited | 35.9% 2025-H2 | 18.5% 2025-H2 | 27.0% | 126 | 1,361 |
| Motability Operations Limited | — | 11.3% 2025-H2 | 18.4% | 125 | — |
| Amigo Loans Ltd | — | 84.8% 2021-H1 | 25.9% | 116 | — |
| UK Credit Limited | — | 72.4% 2022-H1 | 48.6% | 109 | — |
| Indigo Michael Limited | — | 67.0% 2023-H1 | 72.0% | 107 | — |
| Kroo Bank Ltd | 29.3% 2025-H2 | 45.6% 2025-H2 | 53.3% | 107 | 820 |
| PayrNet Limited | — | 26.3% 2025-H2 | 70.5% | 105 | — |
| Accord Mortgages Limited | 83.3% 2025-H2 | — | 33.3% | 102 | 14 |
| AIB Group (UK) Plc | 58.9% 2024-H1 | — | 19.6% | 102 | 537 |
| Skrill Limited | — | 25.0% 2025-H2 | 27.7% | 101 | — |
| JAJA FINANCE LTD | — | 30.4% 2025-H2 | 29.0% | 100 | — |
| Elderbridge Limited | — | 15.4% 2022-H2 | 49.0% | 100 | — |
| Fairscore Ltd | — | 18.1% 2025-H2 | 25.0% | 100 | — |
| Chetwood Financial Limited | 20.4% 2024-H2 | 19.6% 2025-H2 | 27.3% | 99 | 339 |
| Ald Automotive Limited | — | 39.4% 2025-H2 | 31.6% | 98 | 0 |
| LeasePlan UK Limited | — | 44.4% 2025-H2 | 33.7% | 98 | 0 |
| Telefonica UK Limited | — | 69.9% 2025-H2 | 53.6% | 97 | — |
| Zempler Bank Limited | 43.0% 2025-H2 | 33.0% 2025-H2 | 50.5% | 95 | 1,519 |
| Capquest Debt Recovery Limited | — | 43.8% 2025-H2 | 44.7% | 94 | — |
| Paragon Bank Plc | 53.4% 2025-H2 | 47.1% 2025-H1 | 19.1% | 94 | 772 |
| Lowell Financial Ltd | — | 16.3% 2024-H1 | 10.8% | 93 | — |
| Zopa Limited | — | 26.7% 2022-H1 | 39.3% | 89 | — |
| Coventry Building Society | 59.5% 2025-H2 | — | 11.2% | 89 | 3,403 |
| PRA Group (UK) Limited | — | 13.0% 2025-H2 | 17.0% | 88 | 1,338 |
| Stagemount Limited | — | 17.0% 2024-H2 | 59.1% | 88 | — |
| Arval UK Limited | — | 31.5% 2025-H2 | 37.2% | 86 | — |
| Valour Finance Limited | — | 11.1% 2025-H2 | 25.9% | 81 | — |
| Toyota Financial Services (UK) Plc | — | 4.1% 2025-H2 | 31.3% | 80 | — |
| Go Car Credit Limited | — | 22.1% 2025-H2 | 26.3% | 80 | — |
| Admiral Financial Services Limited | — | 20.8% 2025-H2 | 24.7% | 77 | — |
| Santander Cards UK Limited | 11.1% 2021-H2 | — | 36.8% | 76 | 18 |
| Harvey & Thompson Limited | — | 21.9% 2025-H1 | 46.1% | 76 | — |
| Frasers Group Financial Services Limited | — | 34.1% 2025-H2 | 54.7% | 75 | — |
| The Co-operative Bank Plc | 67.7% 2025-H1 | 39.9% 2025-H1 | 16.2% | 74 | 9,034 |
| Aldermore Bank Plc | 70.8% 2025-H2 | — | 24.3% | 74 | 754 |
| Omni Capital Retail Finance Limited | — | 47.1% 2022-H2 | 31.5% | 73 | — |
| MoneyGram International Limited | — | 43.9% 2023-H1 | 32.9% | 70 | — |
| OneSavings Bank Plc | 68.0% 2025-H2 | 44.4% 2023-H1 | 44.3% | 70 | 1,331 |
| Think Money Limited | — | 40.0% 2024-H2 | 37.7% | 69 | — |
| PROPEL HOLDINGS (UK) LIMITED | — | 10.6% 2025-H2 | 23.5% | 68 | — |
| FUND OURSELVES LIMITED | — | 24.6% 2023-H2 | 28.4% | 67 | — |
| R. Raphael & Sons Limited | 73.6% 2019-H2 | — | 40.3% | 67 | 2,133 |
| CA AUTO FINANCE UK LTD | — | 46.7% 2025-H2 | 41.8% | 67 | — |
| Citibank UK Limited | 11.3% 2024-H2 | 30.0% 2024-H1 | 47.8% | 67 | 730 |
| Coutts & Company | 44.0% 2025-H2 | — | 16.7% | 66 | 1,603 |
| Novaloans Ltd. | — | 15.4% 2023-H1 | 43.9% | 66 | — |
| Tide Platform Limited | — | 27.3% 2025-H2 | 49.2% | 65 | — |
| Quidie Limited | — | 49.2% 2025-H2 | 51.6% | 64 | — |
| Hyundai Capital UK Limited | — | 25.6% 2025-H2 | 42.2% | 64 | 0 |
| Tandem Motor Finance Limited | — | 47.2% 2025-H2 | 48.4% | 62 | — |
| Al Rayan Bank PLC | 39.5% 2022-H2 | — | 37.1% | 62 | 573 |
| Ferratum UK Ltd. | — | 41.3% 2021-H1 | 54.2% | 59 | — |
| EE Limited | — | 31.7% 2025-H2 | 54.2% | 59 | — |
| Retail Money Market Ltd | — | 25.7% 2021-H2 | 42.4% | 59 | — |
| ZILCH TECHNOLOGY LIMITED | — | 40.8% 2025-H2 | 44.1% | 59 | — |
| Vauxhall Finance plc | — | 23.9% 2024-H1 | 51.7% | 58 | — |
| Advancis Limited | — | 67.7% 2021-H2 | 86.5% | 52 | — |
| Shelby Finance Ltd | — | 5.3% 2023-H2 | 23.1% | 52 | — |
| Marsh Finance Limited | — | 36.0% 2025-H2 | 56.0% | 50 | — |
| Stellantis Financial Services UK Limited | — | 35.9% 2025-H2 | 55.1% | 49 | — |
| Virgin Media Mobile Finance Limited | — | 40.0% 2025-H1 | 28.6% | 49 | — |
| Lantern Debt Recovery Services Limited | — | 13.8% 2025-H2 | 28.6% | 49 | — |
| FCA Automotive Services UK Ltd | — | 35.5% 2022-H1 | 32.7% | 49 | — |
| Amazon Payments UK Limited | — | 4.3% 2025-H2 | 16.7% | 48 | — |
| Inclusive Finance Limited | — | 19.4% 2025-H2 | 53.2% | 47 | — |
| Tandem Bank Limited | 59.6% 2024-H2 | 14.1% 2025-H2 | 17.0% | 47 | 88 |
| S.D. Taylor Limited | — | 69.5% 2022-H1 | 74.5% | 47 | — |
| Oakam Ltd | — | 25.0% 2021-H1 | 57.4% | 47 | — |
| New Wave Capital Limited | — | 23.9% 2025-H2 | 31.9% | 47 | — |
| Charter Court Financial Services Limited | 52.6% 2025-H2 | — | 17.4% | 46 | 753 |
| Vodafone Limited | — | 27.1% 2025-H2 | 37.0% | 46 | — |
| Plata Finance Limited | — | 15.1% 2025-H2 | 20.0% | 45 | — |
| Hoist Finance UK Limited | — | 20.0% 2023-H1 | 37.8% | 45 | — |
| Klarna Bank AB (publ) | — | 39.5% 2024-H1 | 52.3% | 44 | — |
| Curve UK Limited | — | 38.5% 2025-H2 | 43.2% | 44 | — |
| Oplo PL Ltd | — | 18.5% 2023-H1 | 50.0% | 44 | — |
| Billing Finance Limited | — | 20.0% 2025-H2 | 20.5% | 44 | — |
| Brent Shrine Credit Union Limited | — | 24.7% 2025-H2 | 30.2% | 43 | — |
| Cynergy Bank Limited | 80.1% 2025-H2 | 28.1% 2025-H2 | 27.9% | 43 | 695 |
| Sky UK Limited | — | 39.0% 2025-H2 | 38.1% | 42 | — |
| West Bromwich Building Society | 45.0% 2020-H1 | — | 16.7% | 42 | 209 |
| Principality Building Society | 59.9% 2025-H2 | — | 28.2% | 39 | 673 |
| Mi Vehicle Finance Limited | — | 48.5% 2025-H2 | 44.7% | 38 | — |
| TransferWise Ltd | — | 14.1% 2021-H1 | 8.1% | 37 | — |
| Greenlight Credit Ltd | — | 75.0% 2021-H1 | 73.0% | 37 | — |
| N.I.I.B. Group Limited | — | 44.9% 2025-H2 | 58.8% | 34 | — |
| Newcastle Building Society | 61.7% 2025-H2 | — | 18.2% | 33 | 485 |
| Handelsbanken plc | 53.8% 2023-H2 | — | 33.3% | 33 | 401 |
| Tandem Personal Loans Ltd | — | 13.4% 2024-H1 | 25.0% | 32 | — |
| Cater Allen Limited | 64.1% 2023-H2 | — | 19.4% | 31 | 524 |
| Everyday Loans Limited | — | 54.4% 2022-H1 | 50.0% | 30 | — |
Why there is no “complaints per customer” column
The obvious way to size-adjust a league table is per customer — and we do not publish it, because no free source gives a reliable customer count per firm. Inventing a denominator would make every row look rigorous and be wrong. Rates do the same job honestly: all three columns above are already independent of how big a firm is.
Complaints received is shown as a scale indicator only, and comes from the same FCA return as the firm upholds figure beside it — the period shown applies to both. Where that return does not report one of them, it shows — rather than a figure from a different period. It is not the denominator of any figure on this page. Method.