Banking
Helping banks meet regulatory expectations and deliver exceptional customer outcomes
Banks operate in a complex environment of intense regulatory scrutiny, rapid digital transformation, and shifting customer expectations. They must balance Consumer Duty compliance, operational resilience, and financial crime prevention with the need to deliver a seamless customer experience and maintain profitability.
As the FCA continues to prioritise Consumer Duty and the effective management of customer vulnerability, alongside priorities such as fraud prevention and fair forbearance strategies. Banks must ensure they deliver good outcomes through well-defined customer journeys, robust affordability assessments, and proactive support for vulnerable customers, all while maintaining efficiency and brand reputation
Our comprehensive suite of services is tailored for banking clients, covering everything from strategic advisory and regulatory expertise to large‑scale operational delivery. Whether you need to embed Consumer Duty, strengthen compliance frameworks, manage complaints and remediation, or scale operations quickly during periods of high demand, Huntswood provides the expertise and capacity to deliver measurable outcomes.
Services offered in banking – addressing key challenges
Our approach
We work closely with clients to understand their culture, values and operational DNA. This ensures that every solution we design or project we deliver fits seamlessly with existing operations, making changes easier to adopt and more effective.
Technology and automation are integral to our approach. We use smart tools and workflow automation to reduce manual effort, improve accuracy and accelerate outcomes – all while maintaining the human touch where it matters most.
Pragmatic, measurable and banking specific:
Diagnose
We evaluate a firm’s approach to key areas such as complaint handling, dispute resolution, operational risk, technical support and customer journeys, reviewing governance and technology readiness to identify gaps and opportunities for improvement.
Design
We create proportionate, practical solutions aligned to regulatory intent and your commercial priorities. Our designs incorporate automation where appropriate and include clear change management plans to ensure smooth adoption across branches, contact centres and digital channels.
Deliver
We provide hands on support to embed change effectively in the first line. Our delivery teams work alongside yours to implement new processes and technology quickly and confidently, minimising disruption to critical banking services.
Assure
We offer independent testing, monitoring and MI to evidence outcomes and satisfy regulators. This includes quality checks, compliance audits and performance reporting to give you confidence in results and demonstrate adherence to FCA and other regulatory standards.
Outsourcing and operational delivery
Scalable, compliant solutions to manage peaks and complex programmes:
- Customer service - on-shore and offshore delivery for inbound and outbound customer support
- Complaints handling - FCA compliant case management with quality assurance
- Customer contact and remediation - large scale programmes for mis selling or operational errors
- Collections and arrears management - empathetic, outcome focused approaches for vulnerable customers
- Quality assurance and monitoring - independent checks across complaints, collections and servicing
- Specialist resource provision - trained teams to support BAU or surge requirements
Advisory and regulatory expertise
Our advisory team combines decades of experience in banking with deep regulatory insight and a proven ability to deliver practical solutions. We’ve guided leading banks through major programmes such as Consumer Duty, operational resilience and financial crime compliance, earning a reputation for advice that works in the real world.
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Why banks trust our advisory team:
- Extensive sector experience – decades supporting retail and commercial banks through regulatory change
- Regulatory expertise – in‑depth knowledge of FCA and PRA expectations and emerging requirements
- Practical approach – we don’t just advise; we embed solutions that deliver measurable outcomes
- Independent assurance – objective testing and governance oversight for board and regulator confidence
- Specialist capability – niche expertise in conduct risk, complaints transformation and resilience
When banks need strategic clarity, regulatory confidence and operational resilience, Huntswood’s advisory team delivers advice that is pragmatic, proportionate and proven.
Why banks choose Huntswood
With decades of experience supporting UK banks, Huntswood combines deep regulatory knowledge with flexible delivery capability, helping firms reduce risk, improve efficiency and maintain customer trust. Our customer first approach and end to end capability mean we deliver solutions that are pragmatic, proportionate and aligned to your commercial priorities.
- Dual capability – advisory expertise and operational delivery under one roof
- Sector depth – decades supporting retail and commercial banks across the UK
- Outcome orientation – focus on Consumer Duty, fair value and customer experience
- Speed to value – rapid diagnostics and scalable solutions that reduce risk and cost
- Regulatory confidence – clear MI, governance and audit trails regulators expect
Case study
Supporting a leading bank to manage a significant increase in complex customer queries
800
FTE deployed
4 weeks to mobilise
the operation
Secure home working
provided resilience
Low attrition
against industry average
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