Home FCA Handbook CONRED CONRED 5 CONRED 5 Annex 4 Provisional redress decision to customers who have previously complained where the scheme case does not include a relevant arrangement
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CONRED 5 Annex 4 Provisional redress decision to customers who have previously complained where the scheme case does not include a relevant arrangement

31/03/2026R

This annex belongs to CONRED 5.2.9R(2)(e)(i). The communication must include the following information:

  1. (1) a statement to the consumer of the existence of the scheme and its subject matter;
  2. (2) an explanation of the relevant arrangements for identifying an unfair relationship;
  3. (3) a statement that no relevant arrangement was identified in relation to the consumer’s agreement, or that, although an arrangement was present, it was not a relevant arrangement because an exception applies, and setting out the amount of commission that was paid in relation to the agreement;
  4. (4) a statement that, as a result, no redress is due;
  5. (5) information about the evidence the lender has relied on to reach its decision, sufficient to explain why the lender has determined that the case does not include a relevant arrangement;
  6. (6) if there are other parts of the consumer’s complaint that are not dealt with under the scheme, an explanation of how the lender is dealing with these parts;
  7. (7) 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;
  8. (8) an explanation of how the consumer can accept the outcome;
  9. (9) 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;
  10. (10) 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
  11. (11) 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.