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Recruitment

Complaint handling support for a large UK financial services firm

Resources

Case Study

Date

April 13, 2020

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Complaint handling support for a large UK financial services firm

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Huntswood was engaged by a large UK Financial Services firm after experiencing a significant rise in complaints

SCENARIO:ย 

Huntswood was engaged by a large UK Financial Services firm after experiencing a significant rise in complaints due to increased complaint management company (CMC) activity around a market-wide issue.

Due to the extent of the ongoing CMC activity, Huntswood was asked to flex its numbers from five Complaint Handlers to provide an additional 12 at short notice.

17 experienced

complaint handlers deployed

We were initially contracted to provide complaint handling support for three months. Due to the expertise of Huntswoodโ€™s team, its production figures and its quality, we were engaged to support the client for a further 21 months.

2 years

engaged with client

During the two years, over 10,500 complaints were closed. The Huntswood complaint resources outperformed the clientโ€™s BAU teams, peaking at 250 case resolutions per week against an average across the whole operation of 180.

37% more productive

than business as usual teams

Our client compliance team independently assessed our quality at 93% โ€˜right first timeโ€™. Our team also helped to achieve a 82% uphold rate with the FOS, with only six overturned decisions due to reasons beyond the final response being delayed.

93% cases right

first time

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Promotion of Access to Information Act (PAIA)