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Business Banking Resolution Service Launches Independent and Transparent Liaison Panels

18 August 2021

The Business Banking Resolution Service (BBRS) has today announced the launch of two Liaison Panels, set up to act as independent and transparent advisory councils to the organisation, representing participating banks and the SME community.

The Panels will create a two-way feedback loop between the BBRS and its banking and SME stakeholders. The BBRS will share insights with both panels, including, where possible, thematic data relating to cases, enabling the Panels to provide comments and feedback. Additionally, the BBRS will share insights relating to SME banking complaints.

Both Panels will provide important inputs into the BBRS, including feedback on emerging trends and areas of concern regarding access to finance and the treatment of SMEs.

Each Panel will be able to make recommendations to the BBRS concerning the operation of its scheme, but will not have decision-making powers.

Antony Townsend, Chair of the BBRS’ SME Liaison Panel said:

“I am pleased the SME Liaison Panel has now launched and can begin its work to contribute to the building of a successful service for handling banking complaints from SMEs.

“The panel’s membership is diverse and includes people with a wide experience of running SMEs. There are young entrepreneurs, people with senior experience of running SMEs and working in corporates; people with experience of campaigning for better complaints systems; and people who have represented SME groups in various forums.

“The Liaison Panel will ensure the voice and experience of SMEs is heard, and that the BBRS succeeds in providing a complaints resolution service in which SMEs can have confidence. We will be monitoring how complaints handling is working in practice, and whether the Scheme Rules are working as intended and whether there are unmet needs. The panel’s members are aware of concerns among some SMEs, and will strive to work with BBRS to ensure that those concerns are addressed.”

Caroline Barr, Chair of the BBRS’ Bank Liaison Panel commented:

“It is important to have a mechanism in place to discuss issues relating to SME banking complaints, and the market as a whole. This will help participating banks to improve their service to customers. By providing this feedback to the banks the BBRS will help to promote trust in business banking relationships, which is a key goal for the organisation.

“The representative of each of the participating banks will bring the requisite skills and experience to the Bank Liaison Panel and is approved by the Board prior to their appointment.

“I look forward to Chairing the Panel and working with the BBRS to improve the experience of SME banking customers.”

2 March 2021

Senior complaints and regulatory expert, Antony Townsend, appointed to lead BBRS SME Liaison Panel

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