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.

We continue to work hard to set up this new organisation in order to deliver our complaint resolution service in line with our principles – independent, fair, timely, transparent and accessible – as quickly as possible. We have made considerable progress and are currently in the final stages of setting up the necessary operations, including internal processes, technology systems and data management protocols required for the safe and effective day-to-day running of the BBRS and the protection of customer information. The needs of customers are our highest priority and we continue to be guided by customer representative groups in the design and operational delivery of our service.

The arrival of key senior personnel at the beginning of December 2019 was a significant milestone in setting up the BBRS. We are proud of what we have achieved so far in such a short amount of time and we know that there is much more work to be done over the coming weeks and months. We are looking forward to working with each of the customers who have registered their interest as soon as possible and to achieving our full service launch.


"We are looking forward to working with each of the customers who have registered their interest as soon as we are able in January 2020 and to achieving our full service launch."

If you have any further questions, please contact us.