UK Finance response to the Walker Review

In March 2018, UK Finance set broad terms of reference for an independent review into the complaints and alternative dispute resolution (ADR) landscape for the UK's SME market. Simon Walker CBE - the former Director General of the Institute of Directors - was selected as the chair of the review by an independent panel that included representation from the All-Party Parliamentary Group (APPG) on Fair Business Banking. The independent Walker Review ('the Review?) consisted of an evidence-based, comprehensive analysis of the scale and complexity of banking complaints from SMEs. It focused particularly on disputes between providers of financial services (excluding insurance products) and SME customers that remain unresolved through existing customer complaints procedures and may be unsuitable for court processes. The findings of the Review were published by Simon Walker on 23 October 2018.

Area of expertise: