Domain led. Human guided. AI driven.
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 complaints expertise
400+
Projects completed
98%
Resolved within FCA timeframe
Introducing Complaints360
Most solutions manage complaints. We help organisations prevent them.
Complaints360 is the only comprehensive solution that brings together deep advisory expertise, intelligent technology, and scalable delivery into a single, end‑to‑end complaints framework, centered around customers and delivered with human oversight.
​From identifying the root cause of complaints and designing the right operating model, to deploying specialist teams and AI-infused workflows, it is built to empower human judgement.
Whether delivering a complete end-to-end framework or supporting a specific stage of your journey, Complaints360’s modular approach ensures fair and consistent outcomes, improve speed and accuracy, and rebuild trust with customers, regulators, and the business alike while ensuring human ingenuity remain central to your decision making.​
Domain expertise you cannot replicate
30 years of Huntswood's complaints intelligence built through real regulatory experience. Our practitioners have sat in client seats, faced FCA scrutiny, been part of the Ombudsman, and managed real-world complexity.
AI where it matters — by design, not for show
Intelligent triage, automated FRL drafting, predictive risk analytics, and real-time root cause insight while keeping humans firmly in control of judgement and outcomes.
Modular by design. Yours by choice.
Advisory, Technology, People — together or individually. Take one module to solve an immediate need or deploy all for end-to-end transformation. No lock-in.
System-level outcomes, not just case closure
Fewer complaints generated upstream. Faster, more compliant resolution. A system that continuously learns and improves — not just a closed case on a dashboard.
The four modules
Modular by design.
Yours by choice.
Choose a single module to solve your most pressing challenge or deploy all four for an integrated end-to-end complaints transformation. Each module is powerful on its own and even more effective together.
Module 01
Consult360
Advisory
Expert regulatory guidance that diagnoses your complaints function, designs what good looks like, and keeps you compliant.
Module 02
Outperform360
Outsourcing
End-to-end complaints delivery — expert people, committed outcomes, and the empathy to turn every resolution into a reason to stay.
Module 03
Resolve360
Resource Augmentation
Complaints specialists deployed at pace — no minimum commitment, shortest ramp times, and the expertise to hit the ground resolving.
Module 04
Evolve360
Tech & Transformation
AI-powered transformation that redesigns your complaints function from the root cause up — fewer complaints, faster resolutions.Â
AI at the CORE
The AI intelligence engine behind Complaints360 – intelligent triage, drafting responses, predicting risk, and turning complaint data into insight that prevents the next one. While AI supports the journey, the ownership of complaints outcomes stays with people, bringing care, accountability, and regulatory confidence to every resolution.
Why Complaints360
Differentiation that
compounds over time.
Our end-to-end outcome led solution is grounded in real complaints experience, applies AI where it matters, puts root cause at the core, and is designed to deliver better customer outcomes.
01
End-to-end. Outcome-led.
Most partners provide either people, technology, or advice. We bring all three together, aligned to clear business outcomes. You can choose what you need today with a clear path to scale tomorrow.
Fewer handoffs. Faster impact. Accountability for results.
02
Built on real complaints experience.
Shaped by teams who have handled, fixed, reviewed, and resolved complaints in regulated environments across sectors, geographies, and regulatory regimes.Â
Practical solutions grounded in reality, not theory.
03
AI where it matters — by design.
We apply AI selectively across the complaints lifecycle — smarter ingestion, triage, root cause analysis, and decision support. Speed, accuracy, and insight, while keeping humans at the helm.
04
Root cause at the core.
Most organisations treat complaints as a volume problem. We treat them as a signal. Root cause analysis — powered by our proprietary ConnectCX platform — helps you understand why complaints occur and prevents recurrence.
Fewer repeat issues. Fewer complaints over time.
05
Designed for where you are today.
Different industries and organisations are at very different stages of complaints maturity. Our proposition flexes by sector, regulation, and readiness rather than forcing a one-size-fits-all model.
Solutions that fit your requirements, not someone else’s roadmap.
06
Scale, credibility, and trust.
With 2,500+ complaints experts across onshore and offshore locations, and a long track record supporting regulated firms — including 20% of the FTSE 100 — we offer scale without sacrificing quality.
Industries we serve
Built for regulated markets.
Designed for yours.
Purpose-built for UK regulated industries, Complaints360 helps you remain compliant by seamlessly navigating the complex mandates of the FCA, FOS, CMA, Ofgem, Ofwat, and Ofcom.
Financial Services
Banking · Insurance · Motor Finance · Wealth
FCA Consumer Duty, motor finance commission redress, rising CMC activity, and increasing FOS referral pressure are creating an unprecedented regulatory and operational challenge — while cost constraints demand smarter, more efficient operations.
Complaints360 helps Financial Services firms evidence good outcomes, reduce FOS referral rates, and build a complaints function that satisfies regulators while retaining customers.
Utilities
Energy · Water · Environmental Services
Rising energy prices, billing errors, and Ofgem enforcement are driving complaint volumes to record levels. Utilities face the full end-to-end challenge in an environment where customer trust is at a historic low.
Our track record includes reducing customer service complaints by 14% for a leading UK energy supplier and 43% FTE reduction through operational redesign.
Telecoms & Media
Broadband · Mobile · TV & Streaming
Broadband quality, service outages, and contract clarity top UK consumer complaints in telecoms. Legacy operating models and high First Point of Contact (FPOC) failure rates continue to drive escalations and erode trust.
Complaints360 helps telecoms providers reduce repeat contacts, improve FPOC resolution, and redesign the complaints journey for digital-first delivery while meeting Ofcom expectations.
Proven results
Outcomes that speak
for themselves.
These are not projections. Every number below is a delivered result from an active client engagement — in financial services, utilities, and telecoms.
54%
Fewer upheld complaints for a leading UK warranty provider
£7.5m
80%
44%
Financial Services · Motor Finance
FCA-compliant motor finance handling from South Africa
A top 5 British financial service firm engaged Huntswood to deliver FCA-regulated motor vehicle finance complaint handling — a first offshore engagement for a process of this regulatory complexity.
- 97.5% Quality achieved
- 33% Productivity improvement
- 0% Attrition in first 12 months
- 80% Faster FRL via AI automation
Utilities · Energy
UK's leading energy company transforms complaints through root cause analysis
- 14% Reduction in customer service complaints
- 43% FTE reduction in escalated team
- 30% Fewer repeat complaints
- >£1m Yearly cost-to-serve savings
Financial Services · Retail Banking
Packaged Bank Account complaints for the UK's largest retail bank
A six-year engagement handling Packaged Bank Account complaints at scale — reaching 600+ FTE and reducing upheld rates from 70% to 32% through embedded regulatory expertise.
- 54% Reduction in upheld complaints
- 600+ FTE deployed at peak
- 6 yrs Of expert delivery
- Sole Supplier status achieved
We have seen a material improvement in the quality of the case files we send to the financial ombudsman service as a result of our work with Huntswood, and this, together with the impact of other changes we have made following on from Huntswood’s review, has resulted in a notable reduction in our upheld rate at FOS of c.25%. We are very happy with the results of our collaboration, and the advice we received from Huntswood has resulted in lasting changes.
How it works
From diagnosis
to transformation.
We meet you where you are. Every engagement starts with understanding your specific challenge and builds from there.
Ready to transform your
complaints function?
Tell us your biggest complaints challenge. We’ll show you exactly how Complaints360 solves it.
Explore all Complaints360 modules
Ready to transform your complaints function?
Tell us your biggest complaints challenge. We’ll show you exactly how Complaints360 solves it.