Complaints procedure

The Financial Conduct Authority definition of an eligible complainant is:

• A consumer;
• A micro-enterprise (an EU term covering smaller businesses), which has an annual turnover of less than €2,000,000 and fewer than 10 employees;
• A charity with an annual income of less than £6.5 million;
• A trustee of a trust with a net asset value of less than £5,000,000;
• Small business with a turnover of less than £6.5million; and employs fewer than 50 employees and/or a balance sheet total of less than £5million.