EXCEPTIONAL FIRMS DELIVER EXCEPTIONAL COMPLAINTS EXPERIENCES
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.
HUNTSWOODS COMPLAINTS HANDLING SOLUTIONS:
COMPLAINTS RESOURCING
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
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
Flexibility to deal with complaints arising from planned and unplanned events, utilising our operational experience to scale as required, quickly and reliably
BESPOKESOLUTIONS
We work in collaboration with you to fully understand your business and risk profile, tailoring our solutions to your unique requirements
COMMERCIALVALUE
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
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
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
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
Latest Insights
Complaints
Research report: Complaints Outlook 2024
Our latest Complaints Outlook research report provides your firm with actionable insight for every stage of the complaints journey
General regulation
Insurance Sector update - Autumn 2024
The FCA has been very active in the insurance sector in 2024. New products have returned to the market in a controlled form – GAP insurance – whilst other products are under a higher level of scrutiny – premium finance.
Remediation
The FCA’s consultation on extending the motor finance commission complaints deadline
What does the regulator’s announcement mean for firms thinking about their strategy around motor finance complaints?
Complaints
Complaints Outlook 2024: A New Era in Customer Experience and Operational Excellence
The 2024 Huntswood’s Complaints Outlook reveals that effective complaint handling can drive brand loyalty and growth. With rising customer expectations, firms must deliver swift, empathetic responses. The new Complaints Calculator quantifies these benefits.