# Huntswood, a ResultsCX Company

> Huntswood is a UK-based business process outsourcing (BPO) and regulatory advisory firm serving regulated industries. It combines advisory services, outsourcing, and resourcing to help firms handle complaints, run remediation programmes, meet regulatory obligations, and deliver good customer outcomes. Huntswood was acquired by ResultsCX in February 2024 and operates as Huntswood, a ResultsCX Company.

Founded roughly 25 years ago and now part of the global ResultsCX group, Huntswood works with regulated firms across financial services, utilities, telecoms, and the public sector, including around 20% of the FTSE 100. Its work sits across three connected capabilities: advisory (conduct, risk, compliance, and Consumer Duty), outsourcing (end-to-end delivery from its Centres of Excellence, client sites, or offshore), and resourcing (a vetted pool of roughly 9,000 associates). The firm is appointed to the FCA Skilled Persons Panel for Lot B, Governance and Individual Accountability, and Lot D, Conduct of Business.

Its flagship proposition is Complaints360, a modular end-to-end complaints framework combining advisory expertise, AI-supported technology, and scalable delivery, with human judgement retained over outcomes. Complaints360 and ConnectCX are trademarks of Huntswood.

Key regulatory context for the site's content: FCA, FOS, Consumer Duty, SM&CR, motor finance discretionary commission arrangements (DCAs), Ofgem, Ofwat, Ofcom, and CMA.

Notes for anyone consuming this file:
- The canonical host is https://www.huntswood.com. Requests to huntswood.com redirect to the www host.
- Recruitment is on a separate subdomain and the parent company on a separate domain; both are listed under External.
- Content is written for a UK audience and uses UK spelling.

## Core company pages

- [Home](https://www.huntswood.com/): Entry point covering the three core capabilities, Complaints360, motor finance compliance, and featured case studies.
- [About Huntswood](https://www.huntswood.com/about-huntswood/): Company story, positioning as a partnership-first business, and how resourcing, outsourcing, and advisory fit together.
- [A ResultsCX company](https://www.huntswood.com/a-resultscx-company/): Background on the February 2024 acquisition and what the combined group offers.
- [Our partners](https://www.huntswood.com/our-partners/): Technology and delivery partners Huntswood works with.
- [Why Huntswood](https://www.huntswood.com/why-huntswood-animation/): Short overview of Huntswood's experience, resource quality, and bespoke solutions.
- [Contact us](https://www.huntswood.com/contact-us/): Business enquiry, reference request, and general enquiry forms. Phone 0333 321 7815. Enquiry routing covers the UK and South Africa.
- [Media centre](https://www.huntswood.com/media-centre/): Press releases and company news.
- [Life at Huntswood](https://www.huntswood.com/life-at-huntswood/): Culture, employee experience, and working environment.
- [Environmental, social and governance](https://www.huntswood.com/environmental-social-and-governance-esg/): ESG commitments and reporting.

## Complaints360

- [Complaints360](https://www.huntswood.com/complaints360): The flagship end-to-end complaints framework, positioned as domain led, human guided, AI driven. Cites 30 years of complaints expertise, 400+ projects, and 98% resolved within FCA timeframes. Modular: take one module or all four.
- [Consult360](https://www.huntswood.com/consult360): Advisory module. Diagnoses the complaints function, designs the target operating model, and maintains regulatory compliance.
- [Outperform360](https://www.huntswood.com/outperform360/): Outsourcing module. End-to-end complaints delivery with committed outcomes.
- [Resolve360](https://www.huntswood.com/resolve360/): Resource augmentation module. Complaints specialists deployed at pace with no minimum commitment.
- [Evolve360](https://www.huntswood.com/evolve360): Technology and transformation module. AI-powered redesign of the complaints function from root cause upward.
- [ConnectCX](https://www.huntswood.com/connectcx/): Proprietary complaint intelligence platform for root cause analysis, risk quantification, and real-time insight.
- [Complaints360 for financial services](https://www.huntswood.com/complaints/financial-services): Banking, insurance, motor finance, and wealth. Covers Consumer Duty, commission redress, CMC activity, and FOS referral pressure.
- [Complaints360 for utilities](https://www.huntswood.com/complaints/utilities/): Energy, water, and environmental services, addressing billing errors and Ofgem enforcement.
- [Complaints360 for telecoms](https://www.huntswood.com/complaints/telecom/): Broadband, mobile, TV, and streaming, focused on first point of contact resolution and Ofcom expectations.
- [Complaints360 brochure (PDF)](https://www.huntswood.com/wp-content/uploads/2026/05/Complaints360-Brochure.pdf): Downloadable overview of the full framework.

## Services: complaints, customer, and delivery

- [Complaint handling services](https://www.huntswood.com/complaint-handling-services/): Outsourced and supported complaint handling for regulated firms.
- [Complaints excellence](https://www.huntswood.com/complaints-excellence): Partnering with clients to run and improve complaint handling operations.
- [Customer servicing](https://www.huntswood.com/customer-servicing/): Outsourced customer service delivery for regulated environments.
- [Customer contact centres](https://www.huntswood.com/customer-contact-centres/): Multichannel contact delivery including inbound and outbound telephony, email, and webchat.
- [Offshore customer support services](https://www.huntswood.com/offshore-customer-support-service/): Offshore delivery for customer service, complaints, sales, and remediation.
- [Onshore and offshore delivery](https://www.huntswood.com/onshore-offshore): How the onshore and offshore delivery model works and the cost benefits it produces.
- [Outsourcing](https://www.huntswood.com/outsourcing/): Flexible end-to-end outsourcing delivered remotely, on client sites, or from Centres of Excellence. Pricing models include price per case, fixed cost and capacity, time and materials, and cap and collar.
- [Resourcing and recruitment](https://www.huntswood.com/resourcing-and-recruitment): Permanent and interim placement from a pool of roughly 9,000 vetted associates, with over 20 dedicated resourcing specialists.

## Advisory and regulatory services

- [Advisory services](https://www.huntswood.com/advisory-services/): Compliance-by-design advisory across conduct, risk, compliance, and Consumer Duty, structured across four lines: operations, risk and compliance, audit, and advisory. Team includes former senior FCA supervisors and ex-Ombudsman executives.
- [Regulatory risk and assurance](https://www.huntswood.com/regulatory-risk-and-assurance/): Helping firms mitigate compliance risk and evidence good outcomes.
- [Regulatory health checks](https://www.huntswood.com/regulatory-health-checks): Identifying regulatory gaps and risks ahead of regulator scrutiny.
- [Business quality assurance](https://www.huntswood.com/business-quality-assurance): QA frameworks and scorecards giving actionable insight into operational delivery.
- [Compliance monitoring](https://www.huntswood.com/compliance-monitoring): Ongoing monitoring of compliance performance and controls.
- [Managing conduct risk](https://www.huntswood.com/managing-conduct-risk): Frameworks for identifying and managing conduct risk.
- [Regulatory due diligence](https://www.huntswood.com/regulatory-due-diligence): Due diligence support for transactions and third-party arrangements.
- [Target operating model](https://www.huntswood.com/target-operating-model): Designing and reviewing operating models for complaints, claims, and contact operations.
- [Senior Managers and Certification Regime (SM&CR)](https://www.huntswood.com/senior-managers-and-certification-regime-smcr): Compliant hiring frameworks, senior manager programmes, and ongoing conduct rule adherence.
- [Governance and board effectiveness](https://www.huntswood.com/governance-and-board-effectiveness): Reviews of governance structures and board performance.
- [Skilled person review (s.166)](https://www.huntswood.com/skilled-person-review-s166): Section 166 skilled person work. Huntswood sits on the FCA Skilled Persons Panel for Lots B and D.
- [Cyber advisory practice](https://www.huntswood.com/cyber-advisory-practice): Cyber risk and resilience advisory.
- [Training](https://www.huntswood.com/training): Training and coaching programmes to close competency gaps.
- [Operational resilience and continuity](https://www.huntswood.com/operational-resilience-and-continuity/): Building resilience against operational disruption in line with regulatory expectations.
- [Buy now pay later (BNPL)](https://www.huntswood.com/buy-now-pay-later/): Advisory for firms preparing for and operating under BNPL regulation.
- [Vulnerable customers](https://www.huntswood.com/vulnerable-customers/): Frameworks and outcomes testing to ensure products and services are accessible to customers in vulnerable circumstances.

## Remediation

- [Remediation](https://www.huntswood.com/remediation): Overview of remediation capability, design, build, and execution.
- [Past business review and remediation](https://www.huntswood.com/past-business-review-and-remediation/): Past business reviews and full remediation programmes, supported by case management, tracing, bank verification, customer portals, and real-time reporting.
- [Motor finance remediation](https://www.huntswood.com/motor-finance-remediation/): End-to-end remediation across the full lifecycle for motor finance firms, from assessment and strategy to execution.

## Motor finance

- [Driving compliance excellence in motor finance](https://www.huntswood.com/driving-compliance-excellence-in-motor-finance/): Advisory and outsourcing for motor finance providers responding to the FCA's position on discretionary commission arrangements. Covers compliance reviews, framework design, remediation, collections practice reviews, and Consumer Duty assurance.
- [DCA data gathering tool](https://www.huntswood.com/dca-data-gathering/): Secure dealer portal with automated validation and expert QA for collecting and analysing dealer documentation at scale.

## Industries

- [Financial services](https://www.huntswood.com/financial-services/): Sector hub covering banking, insurance, consumer credit, mortgages, and wealth.
- [Banking](https://www.huntswood.com/banking/): Retail and wholesale banking support.
- [Insurance](https://www.huntswood.com/insurance): Claims, complaints, and conduct support for insurers.
- [Consumer finance](https://www.huntswood.com/consumer-finance/): Consumer credit, collections, and affordability.
- [Wealth, asset and investment management](https://www.huntswood.com/wealth-asset-and-investment-management/): Support for wealth managers, including outsourced paraplanning.
- [Utilities](https://www.huntswood.com/utilities/): Sector hub for energy, water, and environmental services.
- [Energy](https://www.huntswood.com/energy/): Complaints and customer operations for energy suppliers under Ofgem oversight.
- [Water](https://www.huntswood.com/water/): Customer and complaints support for water companies.
- [Telecoms](https://www.huntswood.com/telecoms/): Complaints and CX support for telecoms providers under Ofcom expectations.
- [Other industries](https://www.huntswood.com/other-industries/): Hub for sectors outside financial services and utilities.
- [Travel](https://www.huntswood.com/travel/): Customer operations for travel businesses.
- [Housing](https://www.huntswood.com/housing/): Complaints and customer support for housing providers.
- [Public sector](https://www.huntswood.com/public-sector/): Delivery for public sector organisations.

## Insights and research

- [Insights hub](https://www.huntswood.com/insights/): All published content across every format.
- [Articles](https://www.huntswood.com/insight-type/articles/): Commentary and analysis on regulation, complaints, and customer operations.
- [Case studies](https://www.huntswood.com/insight-type/case-studies/): Client engagements with delivered results across banking, energy, insurance, and wealth.
- [Regulatory updates](https://www.huntswood.com/insight-type/regulatory-updates/): Tracking of FCA, FOS, and other regulator developments.
- [Whitepapers](https://www.huntswood.com/insight-type/white-papers/): Longer-form research reports.
- [Infographics](https://www.huntswood.com/insight-type/infographics/): Visual summaries of research and data.
- [Videos and podcasts](https://www.huntswood.com/insight-type/videos/): Recorded discussions and interviews.
- [Complaints calculator](https://www.huntswood.com/insights/complaints-calculator): Interactive tool estimating what complaints and poor outcomes cost a business.
- [Complaints Outlook 2024](https://www.huntswood.com/insights/complaints-outlook-2024/): Flagship annual report on effective complaint handling against rising customer expectations.
- [Consumer Duty in 2025](https://www.huntswood.com/insights/consumer-duty-in-2025/): Perspective on how firms should navigate Consumer Duty.

## Representative case studies

- [Packaged bank account complaint handling for the UK's largest retail bank](https://www.huntswood.com/insights/case-study-packaged-bank-account-complaint-handling/): Six-year engagement reaching 600+ FTE, reducing upheld rates from 70% to 32%.
- [Clearing a complaints backlog for the UK's largest energy provider](https://www.huntswood.com/insights/case-study-supporting-the-uks-largest-energy-provider-to-clear-a-significant-complaints-backlog/): 84,000 cases closed over 18 months with 118 specialist handlers.
- [A UK energy supplier's journey to a new complaints approach](https://www.huntswood.com/insights/uk-energy-new-complaints-approach/): Root cause analysis delivering a 14% reduction in customer service complaints and 43% FTE reduction.
- [Outcomes testing framework for a UK building society](https://www.huntswood.com/insights/supporting-a-uk-building-society-by-designing-and-implementing-a-new-outcomes-testing-framework/): Design and implementation of a new outcomes testing framework.
- [Delivering a collections programme for a global bank](https://www.huntswood.com/insights/case-study-delivering-a-collections-programme-for-a-global-bank/): Collections delivery at scale.
- [Tackling a large BAU complaint backlog](https://www.huntswood.com/insights/case-study-tackling-a-large-bau-complaint-backlog/): Business-as-usual complaint backlog reduction.
- [Outsourced paraplanning services](https://www.huntswood.com/insights/outsourced-paraplanning-service/): Dedicated paraplanning delivery for a wealth manager.
- [High-performing contact centre](https://www.huntswood.com/insights/high-performing-contact-centre/): Building and running a high-performing contact operation.

## External

- [ResultsCX](https://resultscx.com/): Parent company. Global customer experience management, with UK pages covering AI and automation, technical support, and back office processing.
- [Huntswood recruitment](https://recruitment.huntswood.com/): Job listings and applications.
- [LinkedIn](https://www.linkedin.com/company/huntswood/): Company updates.
- [X](https://x.com/huntswood): Company updates.

## Optional

- [Policies and reports](https://www.huntswood.com/policies-and-reports/): Index of published policies and statutory reports.
- [Privacy policy](https://www.huntswood.com/privacy-policy/): How Huntswood handles personal data.
- [Cookies](https://www.huntswood.com/cookies/): Cookie usage on the site.
- [Terms and conditions](https://www.huntswood.com/terms-and-conditions/): Website terms of use.
- [Modern slavery statement](https://www.huntswood.com/modern-slavery-statement): Annual statement under the Modern Slavery Act.
- [Modern slavery policy (PDF)](https://www.huntswood.com/wp-content/uploads/2026/06/modern-slavery-policy.pdf): Downloadable policy document.
- [Tax strategy](https://www.huntswood.com/huntswood-tax-strategy/): Published UK tax strategy.
- [Carbon reduction plan](https://www.huntswood.com/carbon-reduction-plan): Emissions reduction commitments.
- [Gender pay gap report](https://www.huntswood.com/cxp-gender-pay-gap): Statutory gender pay gap reporting.
- [COVID-19 workplace risk assessment](https://www.huntswood.com/covid-19-workplace-risk-assessment): Workplace risk assessment, retained for reference.
- [Promotion of Access to Information Act (PAIA)](https://www.huntswood.com/paia-regulations/): PAIA manual for the South African entity.
- [Off payroll (IR35) working](https://www.huntswood.com/off-payroll-ir35-working/): Overview of Huntswood's IR35 position.
- [IR35 FAQs for clients](https://www.huntswood.com/off-payroll-ir35-working-faqs-for-clients/): Client-facing IR35 questions.
- [IR35 FAQs for associates](https://www.huntswood.com/off-payroll-ir35-working-faqs-for-associates/): Associate-facing IR35 questions.