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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

  1. 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.
  2. 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).
  3. 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.
  4. 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

  1. The business appears not to meet the required BBRS financial requirements.
  2. 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).
  3. The act or omission occurred before 2001.
  4. 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
  1. 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.
  2. 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.
  3. 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.
  4. 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
  1. 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
  1. These figures account for all cases that have completed their journey (i.e. the outcome can no longer be appealed).
  2. This also captures any financial awards issued for Distress and Inconvenience, regardless of whether a complaint is substantively upheld.