About the BBRS

Who we are

The BBRS is a non-profit organisation set up to resolve disputes between eligible small and medium sized businesses and participating banks.

We will deliver an accessible and transparent service, giving eligible businesses the opportunity to have their complaint heard and independently reviewed.

We will make decisions based on what is fair and reasonable in the circumstances and seek to inspire confidence through the consistency of our approach.

Why we have been established

We have been established in response to the commitments made by the banking and finance industry following the Simon Walker Review, in which the need for an independent service was identified to resolve eligible historical and current complaints for small and medium sized businesses that have not previously had access to independent review.

How we will operate

Our service will support eligible businesses in making their complaint. We will listen to you and will be responsive to your needs.

We will help you determine what is required to submit your complaint and ask for your permission to contact your bank. We will share relevant information with your bank and we will share with you the information we receive from them.

Whilst our approach will involve detailed review of available evidence, we will seek to achieve resolution at the earliest possible stage using a number of informal approaches with you and your bank. We will discuss with you the approach that we will take for your complaint.

We will keep you updated on the progress of your complaint and will clearly explain the basis for our decisions.

Our aim is to resolve disputes using the most effective and efficient approach possible, and we will be guided by our principles at all times.

Our principles

Our commitment to do what is right, fair and reasonable at all times underpins our five key principles:

1. Independent

We deliver robust and independent decisions on eligible complaints.

2. Fair

We review all available and relevant evidence to arrive at an outcome which is fair to both businesses and banks.

3. Timely

We seek to resolve complaints in a timely and efficient manner.

4. Transparent

We are transparent about the process followed to reach a decision and communicate the rationale for the outcome in a clear and fair way.

5. Accessible

We are approachable, easy to deal with and will not charge a fee.

1. Independent

We deliver robust and independent decisions on eligible complaints.

2. Fair

We review all available and relevant evidence to arrive at an outcome which is fair to both businesses and banks.

3. Timely

We seek to resolve complaints in a timely and efficient manner.

4. Transparent

We are transparent about the process followed to reach a decision and communicate the rationale for the outcome in a clear and fair way.

5. Accessible

We are approachable, easy to deal with and will not charge a fee.