Launch of new dispute resolution service

What is the BBRS?

The Business Banking Resolution Service (BBRS), is a new, independent organisation set up to resolve disputes between eligible small and medium sized businesses and participating banks. Our service is free and is available to both historic and contemporary cases. We can look at complaints dating back to 1 December 2001.

Who are the participating banks?

The participating banks are Barclays, Danske Bank, HSBC, Lloyds Banking Group (including Lloyds Banks and Bank of Scotland), RBS Group (including Royal Bank of Scotland, Natwest and Ulster Bank Northern Ireland), Santander UK plc and Virgin Money (including Clydesdale Bank and Yorkshire Bank). Once we are fully launched, we hope that other lenders will be inspired to join the BBRS too.

Who has helped to develop the scheme and how can businesses and stakeholders be sure it is truly independent?

The BBRS is independent of both the banks and the businesses for which it will seek to resolve disputes. Our work is overseen by our Board details of which can be found, here.

To develop the service, we have worked in collaboration with a range of stakeholders including:

• APPG on Fair Business Banking
• British Chambers of Commerce
• The CBI SME Council
• Federation of Small Businesses
• The Independent SME Advisory Group of UK Finance
• Institute of Directors
• Small Business Commissioner
• SME Alliance.

How can SMEs use the BBRS services?

The service is free and easy to use, businesses can register their interest in using the BBRS on our website.

Why should SMEs consider using the BBRS?

Using an ‘alternative dispute resolution’ approach to settling claims has the potential to be cheaper and less stressful than existing complaints-handling techniques or going to court. The BBRS is fully independent and will treat all customers as individuals, taking a bespoke approach to each case in order to achieve a fair and reasonable outcome. In these difficult times its more important than ever that businesses have access to a fair, transparent service.

Who is the service available to and will the BBRS be available to those whose complaints arise from COVID-19?

We can accept complaints from businesses registered in England, Wales, Scotland and Northern Ireland and, yes, we will be able to consider disputes in the wake of the pandemic crisis.

We will consider complaints being raised by or on behalf of a number of corporate structures, including sole traders, limited companies, partnerships, trusts, charities, and community interest companies. However, businesses must first have complained to their bank within required timescales and given the bank concerned the opportunity first to resolve your dispute.

There is more information about our eligibility criteria on our website, here.

How is the BBRS different to the FOS?

The FOS deals in part with cases brought by smaller businesses but it is primarily for consumers. It is a much larger organisation and it focuses on investigative adjudication. The BBRS is for eligible businesses that are too large for the FOS. We will do investigative adjudication, but we will wherever possible offer formal and informal dispute resolution of various kinds. We are smaller, but because of that we can be more flexible in pursuing those types of dispute resolution that might best settle each case.

When will the BBRS launch?

We are currently running a Live Pilot, looking at a number of real cases to help us to design the best possible service and to see what it takes to settle what are often difficult disputes; the full service will launch later this year.

Can you explain what the Live Pilot is and its purpose?

It is really important that we get this service right especially in light of the current circumstances. The Live Pilot – which is currently reviewing over 40 cases - is designed to help us to that by helping us test the approach we want to take and to help us achieve fair and reasonable outcomes on a transparent basis.

What have you found from the Live Pilot to date? 

Early findings from the Live Pilot show us that the UK market needs a deep rethink of the way disputes between SMEs and their banks are handled. What’s needed is a a human and flexible approach, which takes the stress and cost out of seeking to resolve complaints. This is exactly what the BBRS service will do.

How can I find out more about the BBRS? Are you hosting any events?

The BBRS leadership team is hosting a series of webinars on 28 May, 4 June and 16 June to introduce the service and answer questions. You can register to attend on our website at www.thebbrs.org/webinars and submit a question in advance.