Packaged bank account complaint handling for the UK’s largest retail bank

The Challenge:

The client needed to flex its operation significantly to accommodate a large uplift in complaint volumes while maintaining quality and compliance. The engagement required rapid deployment of resources and collaboration with other suppliers to meet regulatory expectations.

The Solution:

Huntswood scaled its operation to deploy over 600 FTE across the engagement. Initially one of three suppliers, Huntswood’s operational and learning experts supported upskilling other suppliers’ teams to help the client achieve its desired outcomes. By Q2 2019, Huntswood had backfilled the other suppliers’ roles and became the sole supplier of the service.

Our regulatory experts worked with the client to reduce uphold rates while maintaining fair outcomes. Through process and policy changes, uphold rates fell from 70% to 32%, a 54% reduction. At the client’s request, Huntswood also performed a back book review of 30,000 previously worked complaints to provide assurance over outcomes.