Welcome to our latest data report. This report features BBRS case resolution data as of the 30 June 2023. We report this data on a quarterly basis.

Complaint resolutions

As of 30 June 2023, 101 cases have resulted in an award or settlement.

81 outcomes had a financial settlement from a variety of means. We have resolved:

• 28 adjudications
• 53 settlements (of which 10 were conciliations and 2 were mediated)

Unsure as to what these different terms mean? We explain these here.

20 cases received a non-financial award or settlement, some of which have resulted in a bank cancelling an outstanding debt or releasing the complainant from a personal guarantee obligation, for example. Each case which comes to the BBRS is unique, and you can read an example of a non-financial award resolution on our website here.

So far, substantially more than £1 million of financial redress has been paid to SME customers as a result of BBRS intervention. The true figure is likely to be significantly higher as the BBRS is not always informed about the redress or payments agreed in some direct settlements.

This complaint resolution data addresses the number of settlements and awards, both financial and non-financial, made to customers.

As of 30 June 2023, the BBRS had a total of 946 registered cases. It is important to recognise that the BBRS has also resolved cases to the satisfaction of the customer and the bank, in instances where no award was made.

More information

In the past, some of our stakeholders have benefited from or been interested in additional data found in previous BBRS reports, such as:

• Number of cases registered (and by scheme)
• Most common reasons for cases to be found ineligible for the BBRS
• Most common reasons for registering a complaint with the BBRS
• Most common types of business to register with us
• Number of cases which progressed as concessionary, including the total cases that registered with us and were presented as concessionary then subsequently settled directly with the bank

You can view this data and more in our full report here.