Sophisticated customers Customers sold interest rate hedging products who fall outside the definition of non-sophisticated customers are not within the scope of this review. They may complain and their complaint will be dealt with in accordance with the banks’ usual complaint handling procedures. Claims management companies There are claims management companies who may offer to submit a customer’s complaint to the bank or the FOS. However, they will charge for using their services and this could involve the payment of a significant fee to a claims management company (relative to the amount of any redress received). Customers do not need to use a.
