Our service will consider historical and current complaints which meet agreed eligibility criteria. Our detailed eligibility criteria are still being finalised and further information will be made available at the end of the Live Pilot.
It will be the responsibility of the BBRS to determine the eligibility of your complaint and if you are unsure about your eligibility for inclusion at this stage, please do register your interest and we will contact you to discuss the eligibility of your complaint when our full service is available.
Our assessment of eligibility will include consideration of the following factors:
If we think your bank has made a mistake or treated you unfairly and you’ve lost out as a result, we will instruct them to put things right. This may include telling your bank to provide you with an award, which may be financial or non-financial.
We will recommend an award which is fair and reasonable, taking into account all relevant information available. There is a limit to the amount the bank is obliged to pay you. This is different depending on the timing of the event. These limits are as follows:
- £600,000 for complaints relating to events with a participating bank on or after 1st April 2019
- £350,000 for complaints relating to events with a participating bank between 1st December 2001 and 30th March 2019
We can recommend that the bank pay you more than these limits. We expect your bank to agree to the recommendation where it is above the award limit, however, it is not bound to do so. It will then be up to you to accept this settlement or contest it further. We will also contact you to let you know what this means for you.