Complaints Process for customers in GRG
In November 2016 RBS announced, with the agreement of the FCA, a GRG complaints process, overseen by an Independent Third Party - Sir William Blackburne, a retired High Court Judge - and an automatic refund of complex fees paid by SME customers in GRG during the period between 2008 and 2013 (the relevant period).
Now that we are some way further through the complaints process we believe it would be helpful to report in more detail and more frequently on our progress with managing the complaints and on the outcomes. We therefore intend to publish a weekly progress report going forward.
In addition to the progress reports, we have also set out some examples of outcomes to highlight a range of the conclusions reached on complaints so far.
Click here to view our weekly progress report, which includes complaint outcome and offer analysis.
This section includes a variety of information on the GRG complaints process, including; our principles, customer journey through the complaints process, guidance on making a consequential loss claim, our commitment to DISP, and an explanation of the bank’s Restructuring business.
Advice on how you can tell if you should make a complaint, the types of complaints we are seeing, and a link to our complaint form.
Here you will find our latest update on the GRG complaints process and the refund of complex fees, alongside examples of complaint outcomes.
You can contact us by phone, email, or letter - click here for details.
This section contains advice for eligible customers on making an appeal to the Independent Third Party on their complaint outcome, including; the role of the ITP, Quarterly Reports on his assurance and appeals roles in relation to the GRG complaints process, and FAQs including advice on making an appeal.