- (1) a statement informing the consumer of the existence of the scheme and its subject matter;
- (2) an explanation of:
- (a) the details of the relevant arrangements identified in their case; and
- (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) 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) 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) 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) details on how to contact the Financial Ombudsman Service; and
- (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.
You are viewing CONRED 5 Annex 7 Redress determination to customers who have not previously complained confirming they are not a scheme case as of . CONRED 5 Annex 7 Redress determination to customers who have not previously complained confirming they are not a scheme case was last updated on 31/03/2026.
CONRED 5 Annex 7 Redress determination to customers who have not previously complained confirming they are not a scheme case
31/03/2026R