Eligibility

Eligibility criteria

 

Our service will consider historical and current complaints which meet agreed eligibility criteria. Our detailed eligibility criteria are still being finalised and further information will be made available at the end of the Live Pilot.

It will be the responsibility of the BBRS to determine the eligibility of your complaint and if you are unsure about your eligibility for inclusion at this stage, please do register your interest and we will contact you to discuss the eligibility of your complaint when our full service is available.

Our assessment of eligibility will include consideration of the following factors:

UK registered businesses

We can only accept complaints from businesses registered in the UK.

You must first have complained to your bank within required timescales and given them the opportunity to resolve your dispute. The BBRS is only available for eligible complaints that remain unresolved with your bank.

The type of your business

We will consider complaints being raised by or on behalf of a number of business structures, including sole traders, limited companies, partnerships, trusts, charities, and community interest companies.

Complaints must be raised by an authorised company representative, including partners or individuals named as a director of the business.

Complaints may also be raised by guarantors in respect of the guarantee they provided to the business.

The scheme your complaint relates to and the size of your business

The BBRS will operate both an historical scheme and a contemporary scheme.

The criteria for these schemes is summarised below.

The historical scheme –  where the act(s) or omission(s) complained of occurred between 1 December 2001 and 31 March 2019 – for businesses whose:

  • Turnover did not exceed £6.5m per annum; and
  • Total assets were no more than £5m; and
  • Their complaint was not eligible for the Financial Ombudsman Service

The contemporary scheme – where the act(s) or omission(s) complained of occurred on or after 1 April 2019 – for businesses whose:

  • Turnover does not exceed £10m per annum; and
  • Total assets are no more than £7.5m; and
  • Their complaint is not eligible for the Financial Ombudsman Service

Participating banks

We will accept complaints about any of the banks that are participating in the service:

  • Barclays
  • Danske Bank
  • HSBC
  • Lloyds Banking Group (including Lloyds Bank and Bank of Scotland)
  • NatWest Group (including Royal Bank of Scotland, NatWest and Ulster Bank Northern Ireland)
  • Santander UK plc
  • Virgin Money (including Clydesdale Bank and Yorkshire Bank)

Details about your complaint

The BBRS is being established to resolve eligible historical and current complaints for small and medium sized businesses that have not previously had access to independent review. As a consequence, some of the other factors that the BBRS will consider when assessing the eligibility of your complaint will include:

  • The extent to which the subject matter of your complaint was or is eligible for the Financial Ombudsman Service at the time or has previously been determined by the Financial Ombudsman Service
  • The extent to which the subject matter of your complaint is currently included within court proceedings or about which a court has previously reached a determination
  • The BBRS is determining the previous bank review schemes that it will recognise as independent. The extent to which the subject matter of your complaint was within the scope of a scheme confirmed as independent will also be considered by BBRS in assessing eligibility

There are aspects of our eligibility criteria being finalised and further information will be made available at the end of the Live Pilot. If you are unsure about your eligibility for inclusion at this stage, please do register your interest and we will contact you to discuss the eligibility of your complaint when our full service and final eligibility criteria are available.