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Complaint handling support for a large UK financial services firm

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Case Study

Date

April 13, 2020

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Complaint handling support for a large UK financial services firm

Table of contents

  • Challange
A large UK financial services firm engaged Huntswood after experiencing a significant rise in complaints driven by increased activity from complaint management companies (CMCs) around a market-wide issue. The client needed rapid support to manage volumes and maintain quality standards.

The Challenge:

The client faced a surge in complaints that exceeded the capacity of its BAU teams. Huntswood was asked to flex its resource quickly, scaling from five complaint handlers to an additional 12 at short notice, while ensuring high productivity and compliance.

The Solution:

Huntswood deployed 17 experienced complaint handlers, initially contracted for three months. Due to the expertise, production figures, and quality delivered by our team, the engagement was extended for a further 21 months, resulting in a two-year partnership.

Over this period, Huntswood closed more than 10,500 complaints, consistently outperforming the client’s BAU teams. At peak, our team resolved 250 cases per week, compared to the BAU average of 180, representing a 37% increase in productivity.

Quality remained a key focus, with Huntswood achieving 93% right first time, as independently assessed by the client’s compliance team. We also supported an 82% uphold rate with the Financial Ombudsman Service (FOS), with only six overturned decisions due to delays beyond our control.

The Results:

  • 17 complaint handlers deployed
  • Two-year engagement following initial three-month contract
  • 10,500+ complaints closed
  • 37% more productive than BAU teams
  • 93% right first time quality score

82% uphold rate with FOS

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