For the purpose of SUP 15.12.1R:
amounts paid for distress and inconvenience;
a free transfer out to another provider for which a transfer would normally be paid for;
goodwill payments and gestures;
interest on delayed settlements;
waiver of an excess on an insurance policy; and
payments to put the consumer back into the position the consumer should have been in had the act or omission not occurred; and
the amount of redress paid under SUP 15.12.1R(1)(b) should not include repayments or refunds of premiums which have been taken in error (for example, where a firm has been taking, by direct debit, twice the actual premium amount due under a policy) and the refund of the overcharge would not count as redress.