In regulated sectors, one of the most powerful differentiators for a firm is the experience they provide their customers. The key to becoming a stand-out performer is delivering an exceptional experience at every stage of the customer journey.

A key moment of truth on this journey is when a customer makes a complaint. By delivering a high quality response, your firm can make a significant impact on customer retention, advocacy and satisfaction.

How do we help you deliver Complaints Excellence? 

Huntswood is the UK’s leading provider of specialist resource, outsourcing solutions and advisory services within complaints. Our approach blends people, process and insight to deliver proven, customer-focused complaints operating models, that have successfully supported firms across a wide range of industries and sectors. We are dedicated to helping you create better outcomes for your customers.


Complaint handling


We deploy complaints experts (often at short notice) to supplement our clients’ operations, no matter how large or small, aligning capacity to their incoming complaint volumes. Huntswood associates are experienced, multi-skilled complaint handling professionals. Our engagements include not only the people but the systems, governance, training and management that are needed to exceed our clients’ expectations.

Complaints outsourcing

Complaints Outsourcing

We work in partnership with our clients to deploy fully managed complaints operations, providing unrivalled insight and process execution to deliver cost savings, maximise flexibility and minimise risk. We act as a seamless extension of your operation and brand, delivering solutions in our fully equipped premises, your premises or via a proven, secure remote working solution. All of our work is underpinned by continuous improvement programmes, utilising our operational and advisory expertise, ensuring we future-proof your complaints operations.

Complaints transformation


Our team will assess your firm’s current operating model and develop a solution specific to your needs and requirements. Partnering with Huntswood to transform your complaints experience will give you access to our operational and advisory expertise, as well as our customised complaint management systems, specialist workforce management and root cause analysis tools. We not only resolve complaints, but we help to solve the underlying issues that give rise to complaints.

What can you expect from partnering with Huntswood:

Speed and flexibility purple


Flexibility to deal with complaints arising from planned and unplanned events, utilising our operational experience to scale as required, quickly and reliably

Bespoke solutions purple


We work in collaboration with you to fully understand your business and risk profile, tailoring our solutions to your unique requirements

Commercial value purple


Huntswood’s commercial terms help reduce the need for ongoing capital investment, replacing fixed costs with a flexible cost base, in a range of pricing models

Customer experience purple


Our solutions drive commercial value by delivering excellence throughout the complaints journey. We support customer retention and build advocacy by working as a seamless extension of your operation

Best practice industry insights purple


Our solutions are based on deep regulatory experience, complaints data analytics and operational delivery over 25 years. We bring the latest market insights, trends, innovation and best practice to all engagements

Learn more about our end-to-end remediation service

Throughout the eight months that I’ve worked with Huntswood I’ve seen first-hand how they put their customers at the heart of their business. They are a company that continues to impress, deliver and delight in equal measure.

Head of Training & Development, Insurance, Retail bank

The Huntswood team has delivered precisely to brief and in a timely manner too. I have been most pleased with the thoroughness of preparation going into the project. This, combined with the obvious regulatory and strategic experience you all have has made the project a great success.

Managing Director, major insurance firm

The project has run incredibly smoothly, which reflects great planning and great commitment to pro-actively resolve any issues … Good collaborative planning was at the heart of the operation. It primarily ensured our customers received an outstanding service but also convey confidence to regulator and all the internal stakeholders.

Operations Director, leading UK merchandise retailer

Our challenge … has been extremely demanding and Huntswood has had to deal with a rapid upsizing of the ongoing engagements, taking the number of deployed staff from an initial 16 to 174 in a very short space of time. The hassle-free experience has been testament to Huntswood’s organisational and management skills.

Senior Manager, Customer Service Recovery, leading UK retail bank

Huntswood’s people are of the highest calibre. Not only do they understand the issue from a regulatory perspective, but they know how to deliver effective training in an impactful way.

Client Project Lead, Retail bank

Case study:

Supporting the UK’s largest energy provider to clear a significant complaints backlog

Huntswood was engaged to support in clearing a backlog in complaints as well as taking on a portion of BAU work

Read our case study

Latest Insights

Ongoing advice charges
Compliance monitoring

Ongoing Advice Services

Ongoing advice fees are under scrutiny from the FCA; firms face pressure to ensure fair value for customers amidst increased regulatory oversight as a result of Consumer Duty.

Motor finance p3 cover

Motor Finance – Planning Ahead

A strategic blueprint for firms responding to complaints about discretionary commission arrangements.

Consumer duty Vulnerable customers banner
Customer Servicing

Consumer Duty Day 2 – Good Outcomes for Vulnerable Customers

Delivering good outcomes for vulnerable customers is not simple and requires careful consideration across a range of areas.

CD communication background
Customer Servicing

The three R's of clear communication

Critical considerations for firms implementing changes to their communications in line with Consumer Duty.