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Recruitment

Outsourcing of BAU complaint handling for a consumer credit organisation

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Case Study

Date

April 13, 2020

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Outsourcing of BAU complaint handling for a consumer credit organisation

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

SCENARIO:ย 

Our client was experiencing recurrent spikes in irresponsible lending complaints due to increased complaint management company (CMC) activity and media campaigns. At the same time, our client was seeking to relocate its complaints administration function back onshore following an internal efficiency review. Huntswood was engaged to take ownership of all of the clientโ€™s BAU complaint handling on an outsourced basis.

We improved the client's acknowledgement process, reducing processing time, and customer enquiries following acknowledgement. Improved RCA on CMC submissions allowed for regular dialogue between the firm and CMCs, reducing duplicate submissions. RCA on furthers / re-opened cases allowed us to make improvements to customer templates and responses, which resulted in a 3% reduction in chasers /furthers received.

15% improvement

in timings for acknowledgement

A review by Huntswood of the investigation process saw FOS referral rates reduce by 44% between January and June 2020

44% fewer

FOS referrals

We automated the FOS submission process, resulting in a 40% reduction in processing time (20 minutes per case).

40% reduction

FOS processing times

Huntswood implemented a robust qualityย checking framework and improvedadherence to policy and process guidance,ย providing learnings and feedbackto continuously improve associateย performance and, as a result, customerย outcomes.

97% quality score

minimised reworking and increased efficiency

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Modern Slavery Statement
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Promotion of Access to Information Act (PAIA)