Huntswood partners with financial institutions to improve customer outcomes and operational performance. This case study highlights how we helped a leading bank and a nationally recognised lender achieve significant improvements in complaints handling, quality assurance, and escalation processes.
The Challenge:
Our clients faced multiple challenges including high volumes of complaints escalating beyond first contact, low quality scores, lengthy turnaround times for escalated actions, and high referral rates to the Financial Ombudsman Service (FOS). These issues were impacting customer satisfaction and regulatory compliance.
The Solution:
- Huntswood delivered a series of targeted interventions:
- Designed and implemented bespoke training to improve first-time resolution capability for front-line teams.
- Conducted a focused review of customer outcomes and introduced workflow enhancements and robotics to improve productivity and quality.
- Reviewed investigation processes for a nationally recognised lender to reduce FOS referrals.
- Developed a bespoke escalation matrix with clear timescales and escalation points, supported by training rollout.
The Results:
- 44% reduction in reportable complaints (from approximately 900 per month to 500)
- 33% increase in overall quality score (from 72% to 96% first-time pass)
- 44% fewer FOS referrals within five months
- 86% reduction in turnaround times for escalated actions (from seven days to one day)