Prevent repeat complaints, reduce friction and deliver good outcomes
Transform complaints and remediation through operational expertise, regulatory insight and data led analysis, addressing root causes, preventing recurrence and improving customer outcomes.
Complaints as one of your most valuable sources of insight
Complaints are more than a regulatory requirement to manage. They provide a direct view of customer frustration, operational weaknesses and emerging conduct risks, often long before these become larger concerns.
1. Every complaint tells a story
While organisations often focus on resolving individual cases, the greatest value comes from understanding what complaints reveal about the wider business. Whether the issue relates to claims handling, settlement decisions, policy wording, renewals, premium increases, broker interactions or support for vulnerable customers, complaint data often highlights weaknesses long before they become larger operational or regulatory concerns. Complaints provide a valuable source of insight into where customer outcomes are not being achieved and where operational performance requires attention.
- What are complaints telling you about customer experience
- Are root causes being identified and addressed
- Which operational processes generate the highest levels of dissatisfaction?
- How can firms turn complainants into brand advocates
2. From complaint handling to complaint prevention
The most effective complaint strategy is preventing complaints in the first place. Leading insurers are moving beyond complaint resolution and focusing on identifying the operational, process and customer journey failures that drive complaints. In many cases, complaints originate from predictable failure points such as customer quotation journeys, policy administration processes, renewal communications, claims handling delays or poor customer service interactions. By using data, insight and predictive analysis, organisations can intervene earlier and reduce customer dissatisfaction before formal complaints arise.
We help organisations evaluate:
- Predictive identification of failure points
- Customer journey friction and pain points
- Early intervention and prevention models
- Process redesign opportunities
- Early intervention and prevention models
- Claims handling failure points
- Quote, renewal and policy administration journeys
3. Remediation at scale
When issues affect large numbers of customers, organisations need a structured and industrialised approach to remediation. Large-scale remediation programmes require robust governance, skilled resource, operational control and effective customer communications to ensure fair and consistent outcomes.
In general insurance, remediation programmes are commonly triggered by issues relating to claims handling practices, pricing and fair value concerns, policy administration errors, customer communication failures or weaknesses in customer support processes. Regulatory scrutiny increasingly requires firms to demonstrate that impacted policyholders have been identified accurately and treated consistently.
Focus areas include:
- Target operating models for remediation programmes
- Technology enabled review and assessment processes
- Large-scale customer outreach and engagement
- Governance, quality assurance and regulatory reporting
- FCA and Consumer Duty oversight
- Conduct risk governance
From diagnosis to transformation, we transform your complaints journey
We help insurers assess and strengthen their complaints and remediation framework by providing insight into customer journeys, identifying poor outcomes and emerging risks, and enabling evidence-based action across products, pricing, customer understanding, and support.
Complaints governance and oversight
Assessing whether governance structures provide effective control, accountability and oversight.
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- Complaints governance frameworks
- Escalation and decision making processes
- Accountability and ownership
Complaint handling effectiveness
Evaluating whether complaints are managed consistently, fairly and efficiently.
- Complaint handling processes
- Quality assurance frameworks
- Resolution effectiveness
- Complaints health check
- Complaints operating model design
- Vulnerable customer complaint assessments
- Customer redress framework design
Root cause analysis
Reviewing how organisations identify, investigate and address underlying causes of complaints.
- Root cause frameworks
- Trend and theme analysis
- Action planning and tracking
- Thematic reviews
Customer journeys and operational performance
Assessing the operational factors that contribute to customer dissatisfaction and complaints.
- Claims journey reviews
- Operational bottlenecks
- Customer effort and friction
- Quality assurance and governance Customer journey analysis
Data, insight and prevention
Reviewing how complaint data is used to improve customer outcomes and prevent future issues.
- Complaint analytics
- Predictive risk indicators
- Early intervention models
- MI and reporting enhancements
Remediation design and delivery
Assessing readiness for and execution of customer remediation programmes.
- Remediation operating models
- Customer identification methodologies
- Programme governance and controls
- Customer redress framework design
- Remediation programme design
- Large scale remediation delivery support
Complaints360, the platform behind our approach
The only comprehensive solution that blends human expertise and technology to deliver good customer outcomes at scale, identify root causes, and improve speed and accuracy.
30 years of
Of complaints expertise
400+
Projects completed
98%
Resolved within FCA timeframe
Advisory
Consult360
Expert regulatory guidance that diagnoses your complaints function, designs what good looks like and keeps you compliant.
Outsourcing
Outperform360
End to end complaints delivery, with expert people, committed outcomes and the empathy to turn every resolution into a reason to stay.
Resource augmentation
Resolve360
Complaints specialists deployed at pace, with no minimum commitment, the shortest ramp times and the expertise to hit the ground resolving.
Tech and transformation
Evolve360
AI powered transformation that redesigns your complaints function from the root cause up, for fewer complaints and faster resolutions.
From diagnosis to transformation, we meet you where you are
Our complaints and remediation services combine deep regulatory experience with practical operational expertise, helping insurers identify root causes and design remediation strategies that deliver fair customer outcomes.
- Complaints health checks
- Complaints operating model design
- Remediation programme design
- Claims complaint reviews
- Complaint handling reviews
- Customer journey analysis
- Large scale remediation delivery support
- Vulnerable customer complaint assessments
- Root cause analysis and thematic reviews
- MI and reporting enhancements
- Quality assurance and governance reviews
- Customer redress framework design
Are your complaints helping you improve, or simply creating more work?
Speak to our specialists about Complaints and Remediation and discover how we can help turn customer feedback into operational insight, prevent recurring issues and deliver remediation programmes with confidence.