Increasing new business checking capacity

The Challenge:

The client needed to scale from partial to full quality checking at speed, while maintaining compliance and operational resilience. The solution had to handle high volumes of advice files, meet regulatory expectations, and adapt to an expanding scope as the review progressed.

The Solution:

Huntswood engaged, referenced, vetted, and deployed 165+ Level 3 qualified financial services consultants within three weeks, establishing a fully managed service to begin 100% quality checking. Our robust resourcing and management approach enabled a flexible, multi-site function capable of reviewing 25,000+ advice files per month.

The success of the initial phase led the client and regulator to commission a wider holistic review to de-risk the back book. Huntswood onboarded nearly 200 additional resources, bringing the total to approximately 350 Level 3 and Level 4 consultants. We scoped cohorts of work, designed methodologies, and completed over 200,000 file reviews, issuing more than 300,000 mailings to customers.

When remediation timelines began to slip, Huntswood deployed multi-skilled resources to support delivery, helping the client meet commitments to the regulator and avoid further action while ensuring good customer outcomes.