We will apply our complaints policy to you if you are an eligible complainant. However, regardless of whether or not you are an eligible complainant, we treat all complainants equally.
An eligible complainant is defined by the Financial Conduct Authority as:
A consumer is any natural person acting for purposes outside their trade, business or profession. This includes professional clients and eligible counterparties where the person is an individual acting for purposes outside their trade, business, craft or profession.
A micro-enterprise is a business that has fewer than 10 employees (full-time equivalent) and that has a turnover or balance sheet not exceeding €2 million (i.e. approximately £1.6 million).
A charity which has an annual income of less than £1 million.
A trustee of a trust
A trustee of a trust which has a net asset value of less than £1 million.
If you are not an eligible complainant you will not be able to refer your complaint to the Financial Ombudsman Service (FOS) if you are not satisfied with our final response to your complaint.