- (1) a statement informing the consumer of the existence of the scheme and its subject matter;
- (2) a statement informing the consumer that the lender has assessed their complaint and that it does not meet the conditions of a scheme case;
- (3) an explanation of the reason why the case is not a scheme case;
- (4) 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;
- (5) 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;
- (6) the final response to the consumer’s complaint, as required by DISP 1.6.2R(1), explaining that this could be referred to the Financial Ombudsman Service to determine by reference to what is, in the Financial Ombudsman Service’s opinion, fair and reasonable in all the circumstances of the case;
- (7) details on how to contact the Financial Ombudsman Service;
- (8) one of the following communication codes, as relevant:
- (a) ‘RD01 – not a scheme case (time-barred)’; or
- (b) ‘RD02 – not a scheme case (other reason).
- This must be included clearly for the purposes of Financial Ombudsman Service identification.
You are viewing CONRED 6 Annex 5 Redress determination to customers who have previously complained confirming they are not a scheme case as of . CONRED 6 Annex 5 Redress determination to customers who have previously complained confirming they are not a scheme case was last updated on 31/03/2026.
CONRED 6 Annex 5 Redress determination to customers who have previously complained confirming they are not a scheme case
31/03/2026R