Complaint Handling
Huntswood has provided complaint handling services to many private and public sector organisations, including the top six UK retail banks.
The work delivered covers a range of products, of varying degrees of complexity, including:
- Complex sales suitability complaints, including mortgage endowments and investments
- Large scale initiatives driven by consumer bodies and the media, such as bank charges and PPI complaints.
We have provided these solutions both on client site and at our own offices within the UK, resolving in excess of 1.6 million advised and non-advised complaints in the past five years. In doing so, Huntswood has interacted with over two million of our clients’ customers, handling in excess of £1 billion of our clients’ monies in the process.
Our services encompass the end-to-end complaint handling process, including:
- Data-gathering and file building
- Review, assessment and decision-making
- Redress calculations and payment
- Follow-up enquiries and appeals
This ‘cradle to grave’ service encourages greater case ownership, consistency of output, timely responses and more effective management of customer expectations, resulting in an improved overall customer experience.
Given that one in three UK consumers has made some form of complaint to their main financial services provider within the last two years, it is hardly surprising that complaint management has become a board-level concern. However, the timely and efficient processing of complaints has presented our clients with the opportunity to transform complainants into advocates.
This in turn can increase future revenue, reduce costs and even reduce the incidence of complaints themselves. This is not just in terms of the direct cost of handling the complaint, but also the cost of losing an existing customer compared to the value that can be obtained from gaining their advocacy.
