Home FCA Handbook CONRED CONRED 6 CONRED 6 Annex 9 Provisional redress decision to customers who have previously complained where the lender cannot determine, because records or information are missing or insufficient, whether the case is a scheme case and requires further information
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CONRED 6 Annex 9 Provisional redress decision to customers who have previously complained where the lender cannot determine, because records or information are missing or insufficient, whether the case is a scheme case and requires further information

31/03/2026R

This annex belongs to CONRED 6.2.30R. 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 why the lender has not been able to determine, on the basis of the records and information currently available, whether the case is a scheme case and includes one or more relevant arrangements and, therefore, no redress is likely to be due to the consumer under the scheme;
  3. (3) a summary of the steps that the lender has taken to obtain relevant records and information;
  4. (4) a statement that the consumer can accept the redress outcome immediately in full and final settlement of all claims against the lender relating to the subject matter of the scheme in respect of the case, including legal claims;
  5. (5) an explanation of how the consumer can accept the outcome;
  6. (6) an explanation that, if the consumer disagrees with any aspect of the provisional redress decision, they must notify the lender within 1 month of the date of this communication and provide any supporting evidence;
  7. (7) a statement that, if the consumer does not notify the lender within 1 month that they disagree with the provisional redress decision, the lender will send a redress determination confirming the provisional redress decision; and
  8. (8) an explanation that the consumer may notify the lender within 1 month if they do not wish to have their case considered under the scheme, and how they may do so.