Time bars on complaints

Time bars refer to the time period within which you must have made a complaint to your bank about the incident:

  • if the incident occurred on or before 1 October 2017, the earlier of 1 April 2019 and the date which is either six years after incident OR (if later) three years after you became aware of it; OR
  • if the incident occurred after 1 October 2017 but before 1 April 2019, the date 18 months after the incident.

You can find some examples here to help you understand these rules. We are also happy to help, so please contact us if you have any questions before you register.

Example scenarios Timelines
Example scenarios :

Company W suffered a push payment fraud on 9 December 2010. They became aware of this the following week when a supplier reported not receiving a payment. Company W believe the bank is at fault.

Timelines :

Company W must have complained to their bank before 9 December 2016, 6 years after the incident took place.

Provided they complained to their bank by that date, if they are not satisfied with the resolution provided by the bank, they can register the complaint with the BBRS.

Example scenarios :

Company X took out a long-term fixed rate loan on 17 June 2007. On 10 May 2015, when the company wanted to repay the loan early, a director discovered that enormous break costs would immediately become due. The company believe the bank mis-sold them the loan.

Timelines :

As Company X only became aware of the issue on 10 May 2015, more than six years after the suspected mis-selling occurred, they had until 10 May 2018 (i.e. three years from the date they became aware) to raise a complaint with their bank.

Provided they complained to their bank by that date, if they are not satisfied with the resolution provided by the bank, they can register the complaint with the BBRS.

Example scenarios :

On 14 August 2016, Company Y was informed that their loan was being converted into an overdraft, resulting in higher interest fees. Company Y feels that this was unfair and unreasonable.

Timelines :

As the incident took place before 1 October 2017, Company Y had until 1 April 2019 to raise a complaint with their bank.

Provided they complained to their bank by that date, if they are not satisfied with the resolution provided by the bank, they can register their complaint with the BBRS.

Example scenarios :

On 20 November 2018, Company Z received a notice from their bank to say that they had put a stop on their account due to late payment of overdraft fees. Company Z feels that this was unwarranted and had an adverse effect on their business.

Timelines :

As the incident took place after 1 October 2017 but before 1 April 2019, Company Z had until 20 May 2020 to complain to their bank – 18 months from the date of the incident.

Provided they complained to their bank by that date, if they are not satisfied with the resolution provided by the bank, they can register the complaint with the BBRS.

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