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Will my case be eligible for the BBRS?

Our service will consider complaints which meet agreed eligibility criteria. You can find information on the Contemporary Scheme, as well as other elements of our eligibility criteria, using the menu button to the left of the screen.

It will be the responsibility of the BBRS to determine the eligibility of your complaint. If you are unsure about your eligibility, please do get in touch and we will be happy to discuss the eligibility of your complaint with you.

To enter the Contemporary Scheme, the incident must have taken place on or after 1 April 2019, and you must be:

  • A sole trader or business organisation* that is – or was at the time of the matters alleged in the complaint – a business customer of the participating bank being complained about; or
  • A personal Guarantor of one of the above; or
  • A Recognised Assignee of one of the above – including a partner or director; or

*Business organisations include companies; partnerships; trusts; charities; friendly societies or other co-operative societies in each case formed or incorporated, and (where registration is required) registered, under the law of any part of the UK.

Your bank must be one of our participating banks:

  • Barclays Bank plc and Barclays Bank UK plc
  • Danske Bank
  • HSBC UK Bank plc
  • Lloyds Banking Group (Lloyds Bank plc, Bank of Scotland plc and Lloyds TSB Bank Plc)
  • NatWest Group (including The Royal Bank of Scotland Plc, National Westminster Bank plc, Coutts & Company and Ulster Bank Limited (Northern Ireland))
  • Santander UK plc
  • Virgin Money (including Clydesdale Bank plc and Yorkshire Bank)

Your complaint must be about a banking service.