Recruitment

Turn complainants into advocates by delivering customer service excellence throughout the complaints journey

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Your trusted experts in complaints management

Huntswood is the UK’s leading expert in complaints resourcing, outsourcing, and advisory services.

We blend people, process, and insight to deliver proven, customer-focused solutions across regulated industries.

With over 30 years’ experience, we know what sets exceptional firms apart—responding to complaints with speed, empathy, and expertise to drive better outcomes and build loyalty.

How Huntswood can support your firm

Complaints
resourcing​

We provide experienced complaints professionals—often at short notice—to support operations of any size. Our teams bring not just the people, but the systems, governance, training, and management needed to deliver exceptional outcomes

Complaints
outsourcing

We deliver end-to-end complaints operations that cut costs, boost flexibility, and reduce risk—on-site, off-site, or remotely. Our continuous improvement approach ensures your operation stays future-ready.

Complaints
transformation

We assess your current model and design tailored solutions that resolve complaints and tackle their root causes—powered by our expert team, smart systems, and proven tools.

Trust us with your complaints resourcing

Whether you need support, a standalone team, or a fully managed operation, we provide and manage skilled resources with the industry expertise to enhance performance and boost productivity.

We work collaboratively and transparently to understand your needs, creating a solution that combines the optimum mix of people, facilities, management and oversight – when and where you need it most.

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Learn about effective complaint handling in a world where customer expectations are higher than ever before
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What can you expect from partnering with Huntswood

Speed and flexibility

Flexibility to deal with complaints arising from planned and unplanned events, utilising our operational experience to scale as required, quickly and reliably

Bespoke solutions

We work in collaboration with you to fully understand your business and risk profile, tailoring our solutions to your unique requirements

Commercial value

Huntswood’s commercial terms help reduce the need for ongoing capital investment, replacing fixed costs with a flexible cost base, in a range of pricing models

Customer experience

Our solutions drive commercial value by delivering excellence throughout the complaints journey. We support customer retention and build advocacy by working as a seamless extension of your operation

Best practice & industry insights

Our solutions are based on deep regulatory experience, complaints data analytics and operational delivery over 25 years. We bring the latest market insights, trends, innovation and best practice to all engagements

A partnership approach

Our experienced team becomes an extension of yours, delivering solutions that enhance operations, navigate change, and elevate the entire customer journey. With a culture rooted in care and capability, we focus on long-term results

Case study

Supporting a leading retail bank to increase its new business checking capacity following regulatory scrutiny

We helped establish a complaints handling service which delivers good customer outcomes, high quality and operational resilience at a superb price point

Read our case study

30 FTE

Rapidly deployed with speed to competence improved

4 cases

Per agent per day successfully resolved

95%

Quality scoring - higher than BAU teams

c.50%

Engaged with client

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