BBRS Reporting Data – as of the close of business 30 November 2021
20 December 2021
1 – Count of registrations
The total number of cases registered with the BBRS. These figures do not consider eligibility or account for duplicates.
Total (up to 30/11/21) | Previous month | Difference | |
---|---|---|---|
Historic | 590 | 553 | 37 |
Contemporary | 78 | 112 | -34 |
Unestablished date of complaint | 27 | 7 | 20 |
Total | 695 | 672 | 23 |
2 – Case Status
Cases may be closed for a variety of reasons, for example the removal of duplicate cases, withdrawals or ineligibility.
Total | Previous month | Difference | |
---|---|---|---|
To be allocated | 0 | 0 | 0 |
Live | 223 | 264 | -41 |
Closed | 472 | 408 | 64 |
Total | 695 | 672 | 23 |
3 – Eligibility
The BBRS treats all cases as eligible until we have established the facts relating to each complaint. When a complaint is first assembled, information is collected to check eligibility.
Total | |
---|---|
:
Live cases progressing currently as eligible1 |
Total :
196 |
:
Live cases assessed |
Total :
27 |
:
Closed cases ineligible2 |
Total :
48 |
:
Closed cases eligible3 |
Total :
0 |
:
Closed cases non-eligibility reasons4 |
Total :
424 |
:
Total |
Total :
695 |
- As eligibility is under review throughout the entire BBRS process, most cases will appear in this category until they receive a Provisional Determination or an Eligibility Assessment.
- The number of cases found to be ineligible for the BBRS through formal Eligibility Assessments that have completed their journey (i.e. the outcome can no longer be appealed).
- The number of cases found to be eligible for the BBRS through formal Eligibility Assessments that have completed their journey (i.e. the outcome can no longer be appealed). Eligible cases that have not been subject to a formal Eligibility Assessment will not be captures in this category.
- The number of cases that have completed their journey (i.e. the outcome can no longer be appealed) for reasons unrelated to eligibility.
4 – Reasons for Ineligibility
The below table captures the reasons for ineligibility, not the number of ineligible cases. A case may have multiple reasons for being found ineligible. This also captures instances where a case has not received a formal Eligibility Assessment, but where a customer chooses to withdraw a case because of its ineligibility.
:
Asset on balance sheet limits1 |
Total :
13 |
:
Bank complained about is not a participating bank |
Total :
7 |
:
Appears the case was eligible for the Financial Ombudsman Service |
Total :
44 |
:
Time – 3 & 6 time bar2 |
Total :
9 |
:
The acts or omissions occurred before 20013 |
Total :
5 |
:
Turnover4 |
Total :
18 |
:
Court ruling |
Total :
4 |
:
Independent Review |
Total :
9 |
:
Total |
Total :
109 |
- The business appears not to meet the required BBRS financial requirements.
- The complaint was not brought to the bank within the time limits (in general, more than six years after the act or omission complained of or three years after the customer became aware of the act or omission).
- The act or omission occurred before 2001.
- The business appears not to meet the required BBRS financial requirements.
5 – Concessionary Cases
If a case falls outside the BBRS’ eligibility criteria, the BBRS may still be able to consider it provided that we, the customer and the bank all agree.
Total | |
---|---|
:
Presented to bank1 |
Total :
16 |
:
Taken forward2 |
Total :
4 |
:
Not taken forward3 |
Total :
7 |
:
Referred to other ADR4 |
Total :
0 |
- The number of cases where the BBRS has written to the bank to seek their agreement to consider a case falling outside the BBRS’ eligibility criteria.
- The number of cases where the bank has agreed that the BBRS can consider a case falling outside the BBRS’ eligibility criteria under the concessionary case process.
- The number of cases where the bank has not agreed that the BBRS can consider a case falling outside the BBRS’ eligibility criteria under the concessionary case process.
- The number of cases referred to non-adjudicative methods of ADR that does not involve the BBRS (e.g. mediation or settlement).
6 – Determinations
Both parties to a complaint have the opportunity to respond to a Provisional Determination before it is issued. Any responses to the Provisional Determination will be taken into account before the issuing of the Determination.
Outcomes (open cases only)1 | |
---|---|
Total Provisional Determinations issued | 11 |
Total Determinations issued | 8 |
Total Final Determinations issued | 1 |
Total | 11 |
Outcomes (closed cases only)2 | |
---|---|
Uphold | 1 |
Partial uphold | 4 |
Reject | 1 |
Total | 6 |
7 – Eligibility Appeals
Total | |
---|---|
Appeal notices received | 30 |
Appeal denied1 | 18 |
Appeal notices being considered | 5 |
Appeals proceeding | 0 |
Outcomes (closed cases only) | 17 |
- The BBRS can only consider an Appeal that meets the permissible grounds for appealing an outcome. If an Appeal does not meet the permissible grounds, it will not be considered.
8 – Awards (closed cases only)1
Total | |
---|---|
Financial awards issued2 | 4 |
Non-financial | 1 |
- These figures account for all cases that have completed their journey (i.e. the outcome can no longer be appealed).
- This also captures any financial awards issued for Distress and Inconvenience, regardless of whether a complaint is substantively upheld.