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Delivering Scalable Indian Based Back-office And Compliance Operations For A Leading UK Fintech Platform

The Challenge: The client needed to: Provide uninterrupted 24/7 customer support for account and KYC inquiries Manage compliance operations including IDV checks, KYC corrections, and security screenings Handle high chat volumes while maintaining service quality and compliance Support diverse customer segments across multiple tiers Our Solution: Huntswood implemented a scalable

January 7, 2026

Proven Transition Success with a Leading UK FinTech Lender

The Challenge: The client needed to: Manage TUPE consultation and legal compliance during transition Ramp down and ramp up resources without service disruption Ensure 100% training completion across multiple waves Maintain strong early performance on quality and case handling Our Solution: Huntswood implemented a structured transition plan supported by legal,

January 7, 2026

Digital Complaints Handling And Redress Optimisation Through Continuous Improvement For A Leading UK-based Motor Finance Company

The Challenge: The client faced several operational pain points: High complaint volumes driven by repetitive issues and unclear journeys Fragmented knowledge and disjointed resources causing inconsistency and longer handling times Manual letter drafting taking 45 minutes per case, leading to delays and errors Slow and error-prone manual checks for DPA/DPO

January 7, 2026

Delivering High Quality Motor Finance Complaint Handling From Durban, South Africa

The Challenge: The client had never offshored a process of this complexity before and needed to: Ensure compliance with FCA complaint handling rules Recruit and train a high-quality team quickly Improve productivity and resolution rates Maintain service quality and minimise attrition during transition Our Solution: Huntswood implemented a robust recruitment

January 7, 2026

Building a Universal Agent Model For A Leading Insurance Firm

The Challenge: The client needed to: Deliver a seamless FNOL process while offshoring complex operations Scale resources quickly to meet demand without service degradation Improve flexibility and productivity through multi-skilling Maintain high customer satisfaction and operational efficiency Our Solution: Huntswood introduced a universal agent model supported by robust training and

January 7, 2026

Huntswood And ResultsCX Delivers A Global Sales Operation For The World’s Largest Payments Firm

The Challenge: The client needed to: Rapidly scale operations to meet ambitious growth targets. Support multilingual campaigns across diverse markets. Improve connect rates and optimise outreach using data-driven insights. Introduce new servicing steps to enhance merchant engagement and post-sale value. Our Solution: Huntswood and ResultsCX implemented a robust, analytics-led approach:

January 7, 2026

Working In Partnership For Five Years With A Large Utility Firm, Delivering A 1,000+ FTE Contact Centre

The Challenge: The firm required a trusted partner to manage rapid growth and maintain high service standards. Key challenges included: Scaling operations from 30 colleagues to over 1,000 FTEs. Improving customer experience for a predominantly vulnerable customer base. Reducing operational costs while maintaining quality. Addressing inefficiencies in engineer appointment processes

January 7, 2026

Leveraging analytics to improve customer experience and reduce complaints for a large UK utility firm

The Challenge: The firm faced a high number of customer service complaints, which negatively impacted customer experience and brand reputation. Key issues included: Knowledge Management: Outdated and hard-to-find articles slowed resolution. Advisor Behaviour: Lack of empathy and non-adherence to defined processes. Non-Customer Service Issues: Limited visibility of engineer appointments and

January 7, 2026

Helping an insurance firm digitise and transform their customer journey

Our journey: from delivering customer service in the UK, to migrating services to our Centre of Excellence in South Africa. SCENARIO: As a result of our partnership, which included the controlled migration of services to South Africa, multi-skilled advisors now handle a wide range of tasks and enquiries, enabling greater

December 12, 2025
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