A) Which customers are affected by our announcement?
The GRG complaints process was for small and medium-sized enterprise (SME) customers that were in GRG during the period 2008-2013.
B) Did this include GRG customers in the Republic of Ireland?
Ulster Bank in the Republic of Ireland is regulated by the Central Bank of Ireland (CBI). We provided the same support for SME customers of Ulster Bank in the Republic of Ireland that were in GRG during the period 2008-2013.
SME customers of Ulster Bank in the Republic of Ireland can contact the GRG Customer Helpdesk if they have any queries using the same contact details below.
You can contact the GRG Customer Helpdesk by emailing GRGCustomerHelpdesk@rbs.co.uk
Alternatively you can call the helpdesk using one of the following numbers:
Telephone (UK): 0800 0294 370
Telephone (ROI): 1800 882 779
International: +44 184 222 6142
Text Relay (UK): 18001 0800 0294 370
C) How do I find out if I, or my company, is in scope for the GRG complaints process?
The GRG complaints process has now closed. However, if you feel dissatisfied about the way you were treated while in GRG please follow the complaint process as detailed at the top of this page.
D) How do I know if I am, or my company was, also in scope for the automatic refund of complex fees?
Please read the section of the FAQs that relates to the automatic refund of complex fees to understand whether or not you are in scope.
E) How did you define an in-scope customer?
A customer is in scope if they met all of the following criteria:
- A small or medium-sized enterprise (SME) customer
- managed in the UK or Republic of Ireland
- under the control of GRG
- during the period 2008-2013.
F) Which customers were not considered to be in scope?
Customers are unlikely to be considered a small or medium-sized enterprise if they were or are:
- an entity with listed securities
- an entity with debt syndicated across a number of banks
- registered offshore or the majority of its shareholders are offshore
- private equity backed
- a Special Purpose Vehicle (SPV), or
- a sizeable business based on financial metrics (e.g. debt facilities and/or turnover higher than £20m).
G) Why were you only looking at the period 2008-2013?
The period 2008-2013 is the relevant period under the FCA review.
The period 2008-2013 was a very difficult time for the bank, our customers and the wider economy. There was an unprecedented increase in SMEs falling into financial distress and the number of customers managed by GRG increased by around 400%. As GRG adapted to the pressure of growing numbers, the bank accepts that during this period it did not always provide the level of service and understanding that it should have done.
H) What do I do if I’m not in scope?
The GRG complaints process has now closed. However, if you feel dissatisfied about the way you were treated while in GRG please follow the complaint process as detailed at the top of this page..
I) I provided a guarantee to the bank for the debt of a business, which went into GRG. I wish to raise a complaint about GRG’s treatment of me as guarantor. Can I do that?
The GRG complaints process has now closed. However, if you feel dissatisfied about the way you were treated while in GRG please follow the complaint process as detailed at the top of this page.