The Challenge:
Operating in a fast paced environment with high scrutiny, the firm needed a partner that could embed a customer centric approach, deliver robust governance and quality assurance, and scale quickly without disrupting day to day operations. Ensuring consistent decision making, low complaint volumes and strong regulatory outcomes was critical to the success of the programme.
Our Solution:
Huntswood designed and delivered a high quality remediation programme built around customer centric processes, robust controls and continuous improvement. Dedicated teams were mobilised to manage customer contact and assessments, supported by tailored training materials, detailed operating procedures and structured quality frameworks.
Ongoing coaching and performance management ensured teams were equipped to handle complex cases accurately and consistently. Huntswood embedded a collaborative governance model, working closely with stakeholders to adapt assumptions, update approaches as new insight emerged, and balance delivery pace with budgetary control. This approach ensured the programme remained responsive while maintaining strong customer and regulatory outcomes throughout.
The Results:
All customer appeals reviewed under the programme were upheld by the Financial Ombudsman Service to date, providing further assurance around decision making and fairness. The successful delivery laid the foundations for a lasting partnership, demonstrating the client’s commitment to fair customer outcomes, regulatory compliance and continuous improvement.
- Quality scores consistently above 97%
- Low operational friction supported strong customer engagement
- Abandoned calls maintained below 1.7%
- Complaints limited to under 1%
- Minimal escalation beyond frontline resolution