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Dealing with recent complaints

Our Contemporary Scheme is for complaints relating to incidents (acts or omissions on the part of the bank) that took place on or after 1 April 2019.

In order to be eligible for our Contemporary Scheme, your business must meet the following financial criteria at the time you complained to your bank:

Turnover: Less than £10 million Balance Sheet: Less than £7.5 million* Charities: Annual income less than £10 million Trusts: Net Asset Value less than £7.5 million

*Balance Sheet means gross or total (not net) assets

You must already have made a complaint to your bank within six years of the incident, OR (if later) within three years of the date on which you became aware (or ought reasonably to have become aware) you had cause to complain.

Your complaint must not be, or have been, eligible for the Financial Ombudsman Service. Information on the Financial Ombudsman’s eligibility can be found here.

Your complaint must not be subject to, or have been through, litigation.

You must not have agreed to settle your complaint already.

In cases where you have been notified by your bank that you have six months to refer your complaint to the BBRS, you must comply with this time limit.

The BBRS may, in some circumstances, also be able to look at complaints that are ineligible. You can find out more about this here.

If you have been subject to related litigation, such as repossession, this does not preclude your complaint from being considered for the BBRS
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