Complaints specialists across our global network
Quality score for FCA-regulated complaints
FOS referral rate across our BFSI client base
Annual savings delivered for a single utilities client
Outperform360 delivers end‑to‑end, regulatory‑led resolution for complex, brand‑sensitive complaints at scale. Through a globally integrated model that combines specialist expertise, offshore Centres of Excellence, and rigorous governance, complaints are handled fairly and compliantly, giving regulators and customers confidence.
Offshore delivery is integral to the model, not an add‑on. Purpose‑built to UK regulatory standards, trained practitioners operate within FCA‑aligned frameworks, quality controls, and transparent oversight. This materially reduces cost‑to‑serve without compromising fairness, consistency, or regulatory confidence, making large‑scale resolution commercially sustainable.
This is not conventional outsourcing. It is a future‑state complaints function where sustainable margins and consumer outcomes coexist—governed through audit‑ready controls, optimised through offshore delivery, and designed to protect customers, brand, and regulatory standing while supporting long‑term growth.
Complaints handled as a specialist function — with the rigour, accountability, and expertise regulators expect. Practitioners exercise judgement, not scripts.
Expert specialists govern every decision point. Technology accelerates; humans remain accountable for the outcomes that matter — those reviewed by the FCA, FOS, and your board.
Transparent, defensible reporting designed for regulator and board-level confidence — not internal dashboards that hide the numbers that matter.
Continuous improvement built on insight that actually changes things — reducing complaint volumes upstream, not just managing them downstream.
Every service delivered by regulatory-trained specialists — not generalist contact centre agents.
Seamlessly capturing and qualifying every concern across all engagement channels — phone, email, web, letter, and digital. Every complaint correctly classified from the first contact.
Rigorous, evidence-led investigations to ensure fair and accurate outcomes. Every case examined against the facts, the regulatory framework, and the individual circumstances of the customer.
Expertly managed dialogue that balances brand empathy with professional clarity — communications that are clear, compliant, and designed to retain customer confidence.
Precise, consistent remediation and financial calculations tailored to each case, ensuring customers receive fair and accurate redress, every time, with full audit traceability.
Definitive, compliant closures that meet strict UK regulatory standards — FCA DISP-compliant Final Response Letters issued with the accuracy and timeliness regulators demand.
Total administrative integrity — ensuring every file is secure, fully documented, and audit-transparent. Every case closure holds up under FOS challenge and regulatory review.
Complaints handled as a specialist function — with the rigour, accountability, and expertise regulators expect. Practitioners empowered to think and judge, not just to process and close.
The right discipline from the first interaction.
Skilled complaints experts empowered to think, not just process — delivering outcomes that hold up to scrutiny from the FCA, FOS, and the customers who made the complaint in the first place.
Outcomes that survive challenge.
Accountability embedded throughout delivery, not bolted on at the end. Compliance oversight is part of every case, every day — from intake to final response to case closure.
Compliance as culture, not checklist.
Resolution that addresses the real complaint — not the one easiest to close. Outcomes investigated, not processed. Focused on fair decisions that hold under FOS challenge and Consumer Duty review.
Focused on fair outcomes.
Transparent, defensible reporting designed for regulator and board-level confidence. Real-time dashboards, named-ownership action trackers, and full audit access — not performance theatre.
Continuous improvement built on insight that actually changes things. Root-cause analysis that feeds back into policy, training, and process — driving fewer complaints and stronger enterprise learning over time.
Prevention built into every resolution.
Quality score for complex FCA-regulated motor finance complaints
Real results from complex, high-stakes engagements in highly regulated markets where getting it wrong isn’t an option.
Savings, current accounts, payment disputes, PBAs, ISAs, investment interest, card issues, bereavement and insolvency.
SME servicing, variation of T&Cs, overdrafts, bounce-back loans, payment disputes.
FCA-compliant vehicle finance complaints, merchantable quality, Consumer Duty adherence.
Claims servicing, appliance and motor policies, fraud complaints, FOS backlog clearance.
Credit cards, irresponsible lending, PPI, timeshare finance, commission disclosure.
Pensions administration, advice complaints, platform migration, SIPPs, ongoing advice charges.
Energy and water complaints, billing, metering, change of tenancy, financial difficulty cases.
Mortgage servicing, endowments, investment platform migration.
Our offshore Centres of Excellence are supported by UK leadership and SMEs to embed regulatory best practice, cultural alignment, and consistent quality standards.
Across UK, South Africa, India and Philippines
Market-shortest lead times. No minimum commitment.
Available within 3 weeks for projects of any size
The aim for me was finding a team that would value this work and invest the time and energy to really get to know and understand it, in order to deliver as best as possible. The Huntswood team has delivered precisely to brief and in a timely manner, too. I have been most pleased with the thoroughness of preparation and mobilisation of the service. This, combined with the obvious regulatory and strategic experience you all have has ensured great success.
Whether you’re facing a backlog, regulatory pressure, or need a long-term partner — we’ll build the right solution around your needs.
