Customers who purchased caps are not included in the scope of the review unless they complain to their bank during the course of the independent review and are non-sophisticated customers. If the customer does complain, it will be considered in the same way as the other interest rate hedging products (except structured collars) category. However, if a customer complains after the independent review, their complaint will be dealt with in accordance with the banks’ usual complaints handling procedures. Previous complaints In most cases, those customers who have previously complained to their banks or the FOS will still be subject to this.
