MITIGATE CONDUCT RISK

“THE RISK THAT THE BEHAVIOUR OF FIRMS WILL RESULT IN POOR OUTCOMES FOR CUSTOMERS.”

There is no one-size-fits-all approach to writing a conduct risk framework, but, thanks to our understanding of best practice and decades of experience in supporting the transformation of firm’s governance and operational structures, we are well-placed to guide you through every point of the journey.

Work culture

CULTURE IS KING

We know that a good company culture is the bedrock of good company conduct.

Without effective communication and appropriate training at all levels, your firm won’t be seeing the improvements that it could. Nor will you be avoiding the risks of doing business in an increasingly complicated world – something that can have disastrous effects.

Let our expert advisors benchmark your companies conduct culture against various industry standards. From there, we’ll identify areas for improvement and opportunities to drive better outcomes for your firm and the consumers that rely on you.

Didgital conduct risk

CONDUCT RISK IN A DIGITAL WORLD

The world is continuing to digitise at pace, with new channels breaking down barriers to challenger firms and customers seeking new ways to communicate and transact.

It’s never been more important to manage the conduct risk your firm faces, and never more necessary to use the latest technologies and digital-enabled processes to guide your customers on the right journey.

Ensure customer loyalty and continued commercial success by effectively managing the journey, end-to-end.

BEST PRACTICE FOR MANAGING DIGITAL CONDUCT RISK

ENSURE GOOD CUSTOMER OUTCOMES

Huntswood, in collaboration with specialist technology partners, can offer a suite of solutions designed to help your firm meet, and exceed, high standards of conduct expected by customers and regulators. We can provide:

Doc graph

Secure record keeping

Process green

Automated compliance monitoring

Robotics green

Tech-enabled review and investigation

Product green

Product governance and customer journey reviews

Inspect doc

Outcomes testing

People chat green

Advice suitability reviews

Tick sheild

Compliance monitoring and reviews

End to end

Complaints management

Why Huntswood

  • We’ll assist you in reducing your exposure to risk, helping to develop a clear view of product performance and any potential product design risks
  • Huntswood can quickly identify poor customer outcomes in sales processes at both a business and case level. We are experts at assessing past, current and future business
  • We’ll help you rectify any identified customer detriment, no matter how minor. We do this through root cause analysis, remediation and providing training as required
CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

Download

 

Related content

Framework design and implementation

Target Operating Model

Mitigating risk and delivering good customer outcomes

Compliance monitoring

Compliance Monitoring

A proactive approach to regulatory compliance

Senior managers and certification regime smcr

Senior Managers and Certification Regime

Helping firms to interpret and embed the SM&CR’s requirements effectively

Cyber advisory practice

Cyber Advisory Practice

Protect your business from emerging cyber threats

Latest Insights

CO2024 insight
Complaints

Research report: Complaints Outlook 2024

Our latest Complaints Outlook research report provides your firm with actionable insight for every stage of the complaints journey

Insurance FCA banner
General regulation

Insurance Sector update - Autumn 2024

The FCA has been very active in the insurance sector in 2024. New products have returned to the market in a controlled form – GAP insurance – whilst other products are under a higher level of scrutiny – premium finance.

FCA update 11 24 banner
Remediation

The FCA’s consultation on extending the motor finance commission complaints deadline

What does the regulator’s announcement mean for firms thinking about their strategy around motor finance complaints?

Article CO24 banner
Complaints

Complaints Outlook 2024: A New Era in Customer Experience and Operational Excellence

The 2024 Huntswood’s Complaints Outlook reveals that effective complaint handling can drive brand loyalty and growth. With rising customer expectations, firms must deliver swift, empathetic responses. The new Complaints Calculator quantifies these benefits.

SIGN UP FOR REGULAR INSIGHT

Keeping up-to-date with the latest industry topics and regulatory issues can be quite time-consuming! 

Thankfully, our regulatory experts are here to help you stay on top of it all. Fill in the short form below to receive a monthly round-up of our insight, news and analysis. 

Throughout the eight months that I’ve worked with Huntswood I’ve seen first-hand how they put their customers at the heart of their business. They are a company that continues to impress, deliver and delight in equal measure.

Head of Training & Development, Insurance, Retail bank

The Huntswood team have delivered precisely to brief and in a timely manner too. I have been most pleased with the thoroughness of preparation going into the project. This, combined with the obvious regulatory and strategic experience you all have has made the project a great success.

Managing director, major insurance firm

The project has run incredibly smoothly, which reflects great planning and great commitment to pro-actively resolve any issues … Good collaborative planning was at the heart of the operation. It primarily ensured our customers received an outstanding service but also convey confidence to regulator and all the internal stakeholders.

Operations Director, leading UK merchandise retailer

Our challenge … has been extremely demanding and Huntswood has had to deal with a rapid upsizing of the ongoing engagements, taking the number of deployed staff from an initial 16 to 174 in a very short space of time. The hassle-free experience has been testament to Huntswood’s organisational and management skills.

Senior Manager, Customer Service Recovery, leading UK retail bank

Huntswood’s people are of the highest calibre. Not only do they understand the issue from a regulatory perspective, but they know how to deliver effective training in an impactful way.

Client Project Lead, Retail bank