Banking savings
In July 2010, our client had built up a backlog of banking and savings complaints
on the back of a busy tax year end period; the immediate priority was to reduce
the outstanding volumes to within desired regulatory timeframes.
A team of experienced and suitably qualified complaint handlers was required
supported by competent quality assurance and management resource, ensuring
adherence to existing policy and training & competence requirements.
As the client had existing teams currently progressing banking and savings
complaints, the challenge was....
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Capacity planning managers
Since mid-2007, our client has experienced an increase in new PPI complaints. As
public awareness has heightened in this arena, the number of multi-product /
multi-faceted complaints has also increased, creating further complexities when
managing outstanding volumes and planning for the future.
The client’s existing MI team required support to allow a more structured
approach to MI analysis, reporting and forward planning. The subsequent liaison
with the PPI operation (to allow them to react in an appropriate manner) also
required improving to avoid potential hot spots....
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Travel claims management
The UK’s Civil Aviation Authority was looking to engage a specialist external
supplier to provide claims handling services for passengers who had been
financially disadvantaged as a result of tour operators, or agents operating
under their regulation ceasing to trade.
Historically, this claims handling service was operated as an internal function of the regulator;
however, the impact of the economic downturn on the travel sector, resulted in
increased and volatile claim volumes, which challenged the ongoing feasibility
of the in-house model.... read more.
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Retrospective review of investment complaints
In September 2009, the FSA provided feedback to our client on its investment
complaint handling practices. As a result of the feedback, the client carried
out an initial pilot review of a sample of potentially impacted cases.
Huntswood provided a team of experienced investment complaint handlers, quality
assurers and management with appropriate industry recognised qualifications to
independently carry out the pilot review within an agreed timescale
Following the successful delivery of the....
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New business verification
Our client had an established policy of 10% riskbased checking of new business
submitted by their financial advisers. Through dialogue and discussions with the
Financial Services Authority (FSA) the requirement changed from the risk-based
approach, to 100% checking for an initial period. At this point there would be
some qualification criteria applied, allowing the competent advisers to revert
to the initial check levels. This approach would help identify weaknesses and
efficiencies within the function and give a period of consideration to help
drive through new policies and processes to support the behaviours and
requirements of the adviser population....
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Paraplanning
In October 2006 Huntswood deployed four experienced resources to support our
client’s internal wealth management paraplanning unit. Following a period of
training and development the project subsequently migrated to Huntswood’s own
office in Reading.
Huntswood provided paraplanning support for savings and investment products,
inheritance tax (IHT), protection planning, pensions and pension transfers
The scope of work covered....
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Payment protection insurance
In October 2007, our client had built up a backlog of PPI complaints that had
exceeded the required eight week regulatory deadline for conclusion. A resource
shortfall existed, incoming volumes were gradually increasing and the end to end
processes for data-gathering, reviewing and redressing these complaints for all
products were yet to be established.
A team of experienced and suitably qualified complaint handlers was required,
supported by competent quality assurance and management resource....
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Regulated investments
In mid-2011, the volume of regulated complaints had started to increase
significantly; a backlog had formed and the percentage of cases breaching
regulatory guidelines was increasing. This situation was very much at odds with
our client’s strong customer focus, so their key objective was to regain control
and bring service levels back to an acceptable level.
Given the regulated nature of the work, it was a requirement for any additional
resource brought in to hold relevant financial qualifications. It was also
necessary for them to be able to start work quickly....
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Sanctions
Financial and trade sanctions are part of a package of measures applied by
individual countries, international organisations or regional bodies to fight
aggression, terrorism, criminal behaviour or violations of human rights. These
measures are intended to motivate a change in behaviour by the regime or
jurisdiction concerned, or to deprive terrorists and criminals of access to
funds. In order for sanctions to work, they need to be applied in an effective
and informed manner, with due regard to the legitimate sanctions regimes of
other jurisdictions in which banks or other financial institutions conduct
business....
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