Learnings published in preparation for new dispute resolution service

The Business Banking Resolution Service (BBRS) has released a report, ‘Live Pilot Perspectives’. The report captures a panel discussion among four of the key individuals working on the development of its service, currently in a ‘Live Pilot’ phase, during which the BBRS has been reviewing over 40 real cases and how they can be resolved.

The discussion took place between those most closely involved with the process: Lewis Shand Smith, Chair of the BBRS; Lyndy Geddes, Interim Director of Technical Operations, BBRS; Alexandra Marks, Chief Adjudicator, BBRS; and James South, Managing Director of the Centre for Effective Dispute Resolution (CEDR), which is delivering dispute resolution services as part of the new arrangements. Speaking from their varied perspectives, in a dialogue captured for the report, the group discussed the insights and lessons learned from the process so far.

Lewis Shand Smith, Chair of the BBRS, said Talking to those involved, it is clear that the BBRS is already discovering a lot from the Live Pilot, even before cases come to a conclusion. The learning objectives set for the Live Pilot, in terms of the evolution and inception of the service, are being met. And, importantly, the Live Pilot is giving the BBRS food for thought in terms of what it will need to have in place to support potential disputes between SMEs and their banks that might emerge in the wake of the Covid-19 pandemic crisis.”

“The Live Pilot has attracted strong interest with a good base of cases going through the process, and an additional 200-plus cases registered on our system, which will remain open through to launch this autumn. As well as cases leading to an adjudication, there is evidence of parties taking the opportunity to settle their disputes which we are delighted to see. We are also successfully stress-testing our policies, and identifying cases too complex for Live Pilot, which the BBRS will be turning to once it has launched its full service. In addition, during the Live Pilot period, we have introduced the technology to support our customer management system on time and on budget.”

“I think any ombudsman scheme has to be a learning organisation. If it is not, it cannot understand the changes and complexities of the context in which it is operating. I think that, with the changes that are taking place in the banking world and the small business world, because of the covid-19 crisis, it is particularly important that, as an organisation, the BBRS is always learning.”