Independent Third Party
The Independent Third Party has completed his review of the Complaints Process design and governance arrangements, and provided his sign off.
If customers are unhappy with the outcome of their Complaint (or any part of it), they are able to ask the Independent Third Party, Sir William Blackburne, to reconsider their complaint (or any part of it). This is referred to as their Appeal. The Independent Third Party (ITP) or a delegate appointed by him will reach his own conclusion on their Appeal, and any decision made by him will be binding on RBS. Further guidance can be read below.