Developing an online dispute resolution portal

Bladonmore was approached by consultancy firm EY to help with the communications around a new independent banking resolution service for small businesses. To be launched as the Business Banking Resolution Service (BBRS), the organisation was established in response to a 2018 report that recognised the need for an independent dispute service to support SMEs in their banking complaints.


Bladonmore was tasked with developing a visual identity for the new organisation and creating an online portal to capture details of those customers affected.

Working closely with the team setting up the organisation, we designed and developed an online portal that connected affected businesses with the resolution service. First, we developed wireframes that explored the user experience and refined them with the team for a pilot scheme. We then developed a visual identity that was approachable – yet distinctly neutral – from the banking entities that fund the organisation. The live pilot is helping fine-tune the service for wider roll-out towards the end of 2020. It has already helped refine data capture and streamlined the process for those providing information.


Since launching the pilot scheme in November 2019, the site has garnered over 50,000-page views and more than 7,800 new users. The online portal is the key conduit to connect affected businesses with the service and now includes access to a series of webinars and reports.

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