We will only get in touch with:
- customers who have previously complained (in which case we will provide you with your provisional redress decision)
- customers who have not previously complained who may be eligible for compensation under the redress scheme (in which case we will contact you to invite you to take part in the redress scheme); or
- customers who have not previously complained who are not eligible for compensation because they would now be time-barred from bringing a claim. In this case we will get in touch to let you know your available options.
Because of the legal challenge to the redress scheme, certain parts are suspended and we are waiting for further information as to when we are required to contact you if you are due compensation and have not previously complained.
Even if you haven’t heard from us, you can still contact us by phone, email or use the Commission Redress Portal to make a complaint until 31 August 2027.
If you contact us after 31 August 2027, we’ll consider whether the right steps were taken to decide whether you should have been contacted to take part in the redress scheme. If we made an error by not asking you to opt in, or if there are other exceptional circumstances, we will still consider your claim.