Advisory Services
Protecting and supporting regulated firms to deliver good customer outcomes through compliance by design
Win across the span of conduct, risk, compliance and consumer duty
In regulated industries, delivering a great customer experience must go hand in hand with strong compliance. Whether you’re navigating complex regulations, transforming your operations, or looking to scale up, our Advisory Services provide the insight and practical support you need to move forward confidently.
Our team brings together former senior FCA supervisors, experienced leaders who have headed compliance functions in global firms, ex-Ombudsman senior executives, and pioneers of digital transformation and operations delivery – offering unique 360-degree perspectives to tackle your most complex challenges. With deep expertise in process, regulation, and conduct, we partner with you to deliver tailored advisory, seamlessly oversee operations, or even run them end-to-end, embedding ‘compliance-by-design’ into every touchpoint to help you succeed.
Holistic support for operational and regulatory lifecycle
We work closely with your team to identify operational gaps, reduce risk exposure, and implement solutions that deliver strong customer outcomes and advance your strategic goals. The result: agile, proactive operations that are built to stand up to scrutiny and deliver consistently excellent CX.
First line
Operations
Operational excellence, quality assurance, training and coaching, risk and compliance monitoring
Second line
Risk & Compliance
Outcomes testing, compliance oversight, thematic reviews and audits, reporting
Third line
Audit
Financial services and outsourcing, Senior Management Functions (SMFs), internal governance
Fourth line
Advisory
Regulatory support, continuous assurance and improvement, customer and industry insight, transformation
Industries we serve
Our Advisory Team is the foundation of our world-class operational delivery capability. With a nuanced understanding of the complexities of the UK regulatory environment, we ensure your CX operations are aligned with sector-specific regulations from day one, minimising remediation and reputational risk.
Our Conduct and Operational Risk Specialists help identify regulatory gaps, enhance capabilities, provide independent assurance, and course-correct when things go off track. Meanwhile, our Complaints Experts help transform compliance functions, driving effective remediation–embedding Consumer Duty and vulnerable customer frameworks, enhancing collections, complaints, and financial crime processes, and delivering risk mitigation support.
Our services
Assurance
- Embedding Consumer Duty and Assurance principles to ensure organisations are 'compliant as a minimum'
- Testing outcomes to ensure products and services are reasonably accessible for vulnerable customers
- Implementing QA frameworks and scorecards for actionable insights into operational delivery
- Addressing training gaps to boost competency
- Reviewing target operating models to optimise complaints, claims, and call centre performance
Regulatory
- Securing regulatory authorisation from regulatory bodies and restoring acceptable level of service compliance
- Conducting past business reviews with detailed insights to identify improvements
- Delivering effective fair value assessments backed by FCA and FOS expertise
- Advanced root cause analysis with AI tools, matrixes and frameworks to uncover complaint drivers and enhance operational performance
Resourcing
- Right-sourcing (outsourcing and offshoring) solutions for improved operations or rapid scaling
- Align recruitment and training with Senior Managers and Certification Regime (SM&CR) by designing compliant hiring frameworks, tailored programs for senior managers and certified staff, and ensuring ongoing adherence to conduct rules
- Design robust change and continuous improvement frameworks that embed governance, stakeholder engagement, and performance tracking for sustainable transformation
Technology & AI
- Complaint Management Improvement through automation and strategic tech delivery
- Huntswood Insights—a smart feedback tool using AI and data for actionable improvements
- Vulnerability Assurance to proactively support customers showing signs of vulnerability
- AI-led Root Cause Analysis leveraging FCA/FOS data, anonymised complaints, and live reviews for deeper insight
Data & MI
- Interactive Customer engagement portal to simplify data collection and speed up turnaround times
- Create model offices to help organisations assess BPO opportunities and benefits
- Deliver bespoke RPA solutions that empower front-line agents to achieve better outcomes for customers
Remediation
Expert remediation design, build, and execution, supported by a full technology suite that includes Aptean Respond for end-to-end case management, tracing and bank verification tools, a proprietary customer portal for seamless digital journeys, bulk printing (including cheques), PowerBI for real-time reporting, AWS Connect telephony with AI transcription, and overnight data updates
Complaints Calculator
How much are your complaints costing you, and what is the negative impact of poor customer outcomes?
Why partner with Huntswood
- Specialists in regulated industries: Comprehensive support across consulting, resourcing, and outsourcing to deliver high-quality, compliant, and scalable services.
- Practical, proven experience: Our advice is grounded in hands-on industry knowledge and a strong track record of defining and delivering best practices.
- Integrated solutions: We combine people, process, and technology to build tailored solutions that enhance performance and manage risk effectively.
- Independent regulatory expertise: Clients rely on our proportionate, impartial guidance rooted in current regulatory expectations.
Latest insights
Regulatory Update
July 15, 2025
Article
June 25, 2025
