A leading UK motor finance provider partnered with Huntswood to deliver high-quality complaint handling from our Durban site. The service was designed to meet FCA regulations, including Consumer Duty and the Consumer Protection Act, while ensuring operational excellence and compliance.
The Challenge:
The client had never offshored a process of this complexity before and needed to:
- Ensure compliance with FCA complaint handling rules
- Recruit and train a high-quality team quickly
- Improve productivity and resolution rates
- Maintain service quality and minimise attrition during transition
Our Solution:
Huntswood implemented a robust recruitment and operational model:
- High-quality recruitment and training: introduced a new process incorporating personality and writing tests to select the strongest candidates
- Productivity improvement: delivered increased efficiency through structured training and progression, reducing average cases per person per day from 1.5 to 2
- Retention strategy: focused on remuneration, management style, and supportive culture, achieving 0% attrition for three months post go-live
- Compliance assurance: designed processes aligned with FCA complaint handling rules, leveraging Huntswood’s 28 years of experience
The Results:
- 97.5% quality achieved, exceeding client standards
- 33% improvement in productivity, driving operational efficiency
- 0% attrition for three months, with absence tracking at just 1%
- Full compliance with FCA complaint handling rules