The risks associated with poor complaint handling transcend many sectors.
- Complaint handling has featured as a prominent risk in both of the FSA’s 2011
and 2012 Retail Conduct Risk Outlook releases
- Ofgem has issued significant financial penalties to providers with a poor track
record of handling complaints effectively
With regulators holding such views, it is critical that firms handle complaints
fairly and in a timely manner. Furthermore, creating an efficient, customer
focused complaint handling function allows firms to gain competitive advantage
over their peers.
Huntswood is the leading provider of complaint handling support services. We offer solutions to clients’ needs which utilise our:
- Proven track record - Huntswood has delivered in excess of 100
discrete complaint handling engagement to leading private and public sector
organisations, including the top six UK retail banks
- Scope of service –
Our engagements range in complexity from complex sales suitability complaints to
large scale initiatives driven by consumer bodies and the media
approach – We deliver on-site or on an outsourced basis, using leading brand
technology to provide a flexible and robust platform on which to deliver client
- End-to-end case handling - From initial data gathering through to
redress and appeals, encouraging greater case ownership, consistency of output,
timely responses and more effective management of customer expectations,
resulting in an improved overall customer experience
- Flexible resourcing /
delivery model - Our projects range in scale from one case handler to over 1,300
- Industry insight - Huntswood has provided complaint handling support
services for over 12 years, delivering over 1,000,000 man days of complaint
handling activity within the last five years
This capability has enabled
Huntswood to establish itself as the market leader in the design, implementation
and running of complaint handling units.
Whether as part of a standalone remediation exercise or creating and augmenting
first-rate BAU operating functions, our clients trust us to approach each
project with fresh new thinking and world class delivery capability.