BBRS publishes 2022 Annual Report

The 2022 Annual Report of the BBRS highlights that the scheme did grow in its second year but case volumes were still lower than anticipated. However, the Board is satisfied that it did all it could to find cases and is pleased at the high levels of customer satisfaction.  By the end of 2022, 56 settlements had been made and more than £1m of financial awards.  There were 820 closed cases and 85 open ones as at the end of 2022, with 14 cases awaiting allocation to a Customer Champion. The BBRS notes that there is some frustration around the eligibility rules, but says the rules were set to ensure it dovetailed with FOS, and it was not supposed to act as an appeal entity.

In terms of customer satisfaction, 56% of customers agreed the application was simple to complete and 45% said the accompanying document submission process was simple. 72% could complete their application with no support from BBRS.  78% were pleased with the help from their Customer Champion and only 19% felt the Champion had not helped at all, or only a little.

2023 will see the end of BBRS funding.

Emma Radmore