Retail Banking
Driving organic growth in a mature, highly regulated market is a major challenge. Coupled with this, retail financial services are constantly in the commercial and media spotlight where every move is analysed and debated. With multi-billion pound annual profit announcements, retail financial service providers have become a persistent target for regulatory bodies, eager politicians, dissatisfied ‘unfairly treated’ customers and demanding shareholders.
Set against this landscape, how will the opportunities for sustained growth become reality? Our view at Huntswood is unique, together with our clients we adopt a balanced approach to problem solving looking at issues from four distinct but strongly related perspectives; the customer, the regulator, employees and the organisation. We consider how better business can be achieved and sustained through:
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Improved customer insight
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Enhanced customer advocacy
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Focused acquisition and greater retention
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Increased efficiencies in the cost to serve
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Whether Huntswood’s retail financial services clients are achieving these goals by accessing an ‘on-demand’ pool of ‘clever hands’ in the UK to cope with volume challenges or engaging teams of ‘bright minds’ to review effectiveness, crack problems, share regulatory thought leadership or drive innovative programmes of change they recognise that Huntswood can be relied upon to deliver insight, quality and capability fast.
Examples of recent programmes Huntswood have conducted in this sector include:
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Over 150,000 mortgage endowment complaint cases serviced for a top ten UK bank
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Comprehensive review and implementation of a FTSE 50 bank’s Treating Customers Fairly (TCF) initiative
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Banking charge complaint processing for five of the top seven UK retail banks
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Preferred supplier of regulated training services for top UK bank
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Provision of thought leadership to UK retail financial services organisation in key areas of consumer focus
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