News & Updates

4 June 2020

New Business Banking Dispute Resolution Service consults stakeholders ahead of launch this autumn

Key questions in the framing of a new service set up to resolve banking disputes for SME customers, have been published for consultation today.

The Business Banking Resolution Service (BBRS) is seeking input from stakeholders, and registered and potential customers to ensure the new service is developed in line with the needs of those who will use the service. The BBRS says that a human, flexible approach will be at the heart of the way it resolves disputes in its scope, which covers larger SMEs.

To find out more about the consultation and respond to the questions, please click here.

Earlier this month, the BBRS published interim findings from its pilot version of how this new, out-of-court, more empathetic system of settling unresolved disagreements between SMEs and banking service providers could work.

The BBRS has also recently published a report, The impact of covid-19 loan schemes on business banking dispute resolution, which focused on businesses’ experiences with the Government’s financial aid schemes and the disruption caused by the virus and what consequences might flow from them. In particular, it looked at those schemes which will fall within the BBRS’ scope (the service will not be available to those who took out Bounce Back Loans).

As it gears up for launch in the autumn, the Business Banking Resolution Service (BBRS) is this week hosting the second in a series of live webinars introducing the service and its leadership team to interested stakeholders and the public. The webinars are providing an opportunity to ask questions and hear from the BBRS’ leadership team and other relevant partners about the aims of the service, how it fits into the support structures available to UK businesses, and its approach to resolving disputes.

The first webinar was held on the 28th May, the second will be held at 4:00pm on Thursday 4 June and the final one on Tuesday 16 June. A recording and a transcript is being made available on the BBRS website for those not able to attend a live event.

Chair, Lewis Shand Smith commented:

“It has never been more important for British businesses to get fair treatment from their banks. Doing so will, in turn, safeguard the reputation of the sector. The BBRS will play a vital role in making sure this happens.

“In preparing to go live, we want to take account of what stakeholders across a wide range of organisations are experiencing and hearing from their members. We want the views of registered and potential customers too. We recognise that our service will need to be the subject of continuous review and improvement, and listening widely to people’s experiences is part and parcel of that. This consultation is central to that process and to an approach that always strives to put the customer at its heart.”

22 May 2020

The impact of covid-19 loan schemes

Covid-19 loan schemes raise issues for future of SME bank customer disputes – independent study warns

15 May 2020

Live Pilot Interim Findings report

New complaint resolution service pilot prompts ‘deep rethink’ on case handling  – Study flags changes ahead for small businesses

1 May 2020

BBRS appoints Jon McLeod as Director of Communications

Previously UK Head of Public Affairs at Brunswick, McLeod begins his new role on 1st May.

17 April 2020

Chairman’s statement

Our Chairman Lewis Shand Smith on delivering the Business Banking Resolution Service.

20 March 2020

Live Pilot and webinars update

20 February 2020

BBRS announces partnership with the Centre for Effective Dispute Resolution

We are pleased to announce that CEDR will review eligible cases submitted by customers.

20 December 2019

Setting up the BBRS

We continue to work hard to set up this new organisation in order to deliver our complaint resolution service in line with our principles.

28 November 2019

New Leadership Team Appointed

The BBRS marks a significant step in its development by unveiling new independent leadership team.

20 December 2019

Live Pilot Update

Live Pilot is an essential step in ensuring that the service is fully operational.