GRG Announcement

GRG Update

Latest information due to COVID-19

If you need to contact the GRG Customer Helpdesk for assistance, please email us at the following address and we will endeavour to reply within our usual 48 hours:

Email: GRGCustomerHelpdesk@rbs.co.uk

Please note that wherever possible we will be sending all further correspondence by email instead of issuing letters by post.

If you need to return documentation to us, we request that you email this to us at the above email address.

The ITP has informed the Bank that his office building has closed due to Covid-19. The ITP will continue to assess appeals remotely and can be contacted at appeals@itp.org.uk.

We thank you for your understanding at this difficult time.


Background information on the GRG complaints process.

The complaints process opened to GRG customers in January 2017 alongside the Automatic Refund of Complex Fees process. GRG customers operating in ROI were eligible to make a complaint under the GRG complaints process if they were under the control of GRG in the period 2008-2013.

Since the announcement Ulster Bank Ireland DAC has:

  • Completed a review of all SME customer files to establish whether they were charged complex fees whilst in GRG.
  • Identified all customers who are eligible for a refund of the complex fees they paid to us and have either processed their refund or contacted them for further information to facilitate the refund payment.
  • Assessed and issued outcome letters to every complainant.

Our monthly progress report continues to detail our progress with managing complaints and their outcomes, including progress on claims for Consequential Loss.

You can find out more on the GRG Complaints Process which contains detail on Consequential Loss, the Independent Third Party and FAQs.


The GRG complaints process closed to customers in ROI on 31 December 2018

In the Republic of Ireland the GRG complaints process closed on 31 December 2018*. Should you still wish to make a complaint, details of how you can do this can be found here. Please note that any complaint now submitted will be reviewed by the bank’s Complaints Centre and there is no option of appeal to the Independent Third Party.

All 191 complaints have been assessed with outcome letters issued. Of the 178 which were eligible, 67 appealed to the Independent Third Party. The Bank has upheld 55 complaints in full or in part, making offers of €795k for direct losses** 

* There were some customers in the Republic of Ireland who were first informed of the GRG complaints process on 24 August 2018, and for these customers the GRG complaints process remained open until 31 August 2019.

**Complaints data as at 31st Aug 2020. 

Consequential Loss Principles

Some customers whose complaints are upheld may feel that they suffered a consequential loss which has not been adequately compensated for in the bank’s offer. In such circumstances they may submit a claim for consequential loss.

You can read our consequential loss principles here (PDF 54KB) 

We have also produced a guidance note and case studies to help customers understand the different kinds of loss, together with a Customer Questionnaire, which customers may find helps them to structure a claim, all of which are below:

Consequential loss - guidance (PDF 107KB)

Consequential loss - case studies (PDF 104KB)

Consequential loss - Customer Questionnaire (PDF 199KB)

Contact us

If you have any further questions you can email the GRG Customer Helpdesk: GRGCustomerHelpdesk@rbs.co.uk