Home FCA Handbook CONRED CONRED 5 CONRED 5 Annex 7 Redress determination to customers who have not previously complained confirming they are not a scheme case

[Editor’s note: As a result of applications made to the Upper Tribunal challenging these rules, the Tribunal has ordered that all provisions in this annex are suspended until further order of the Tribunal or until the final determination of those applications. See this page for further information about which provisions remain in force and which ones are suspended.]

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CONRED 5 Annex 7 Redress determination to customers who have not previously complained confirming they are not a scheme case

31/03/2026R

[Note: As a result of applications made to the Upper Tribunal challenging these rules, the Tribunal has ordered that this provision is partially or wholly suspended until further order of the Tribunal or until the final determination of those applications. See this page for further information about which provisions remain in force and which ones are suspended.]

This annex belongs to CONRED 5.2.11R(2)(d). The communication must include the following information: 

  1. (1) a statement informing the consumer of the existence of the scheme and its subject matter;
  2. (2) an explanation of:
    1. (a) the details of the relevant arrangements identified in their case; and
    2. (b) that their agreement is not a scheme case because the condition in CONRED 5.1.17R(1)(g) is not met, and the reasons for that assessment;
  3. (3) a statement that the consumer may accept the redress outcome immediately in full and final settlement of all claims relating to the subject matter of the scheme in relation to the case, including any legal claims;
  4. (4) a reminder that the consumer has the right to complain to the Financial Ombudsman Service. The reminder should also explain the time limits for referring the complaint to the Financial Ombudsman Service;
  5. (5) a statement that if the consumer refers the complaint to the Financial Ombudsman Service, the Financial Ombudsman Service will consider the complaint against what, in its opinion, the outcome should have been under the scheme rather than by reference to what is, in the Financial Ombudsman Service’s opinion, fair and reasonable in all the circumstances of the case;
  6. (6) details on how to contact the Financial Ombudsman Service; and
  7. (7) the following communication code: RD01 – not a scheme case (time-barred). This must be included clearly for the purposes of Financial Ombudsman Service identification.