Past business review and remediation
Making things right for your business and your customers
Identify and address historic issues and improve customer outcomes
If the regulator has expressed concerns over your firm’s past business, or you suspect a product or process may have led to unintentional consumer harm, undertaking a review can reveal exactly where an issue lies, and allow you to make steps to remediate it.
Huntswood can support you by reviewing past business from a regulatory perspective, providing either positive assurance, or recommendations for further action. We have helped many clients to identify and quantify issues in terms of the level of detriment suffered and, subsequently, the extent of any remediation required. We’ve also supported firms in re-engineering their processes, policies and products, ensuring the issue will not occur again.
How do we do this so successfully?
We take a unique, four pillar approach to past business review and remediation
Our regulatory and conduct risk experts will complete an independent assessment, providing clarity on the options available to your organisation. We are experienced in supporting effective and productive interactions with the regulator where this is needed.
The affected population of customers needs to be accurately identified in order to size the issue and enable you to understand the impact on your business. Full audit trails will provide evidence of all activity completed to identify those cohorts, including the rationale for any exclusions.
Our focus is on providing a cost-efficient, fully compliant and proportionate approach to past business review and remediation. We will recommend the right blend of human resources and technology, delivered on an outsourced or ringfenced model depending on your specific needs.
It’s vital that you have a clear view of any remediation activity required and remain confident that good customer outcomes are achieved. To this end, we provide fully tailored management information which allows you to see how the project is performing, as well as ensuring a robust approach to governance.
Review
Our regulatory and conduct risk experts will complete an independent assessment, providing clarity on the options available to your organisation. We are experienced in supporting effective and productive interactions with the regulator where this is needed.
Identity
The affected population of customers needs to be accurately identified in order to size the issue and enable you to understand the impact on your business. Full audit trails will provide evidence of all activity completed to identify those cohorts, including the rationale for any exclusions.
Design
Our focus is on providing a cost-efficient, fully compliant and proportionate approach to past business review and remediation. We will recommend the right blend of human resources and technology, delivered on an outsourced or ringfenced model depending on your specific needs.
Remediate
It’s vital that you have a clear view of any remediation activity required and remain confident that good customer outcomes are achieved. To this end, we provide fully tailored management information which allows you to see how the project is performing, as well as ensuring a robust approach to governance.
In short, if your firm needs to put things right with customers, you can trust Huntswood.
Huntswood ensures both customer experience and commercial implications are considered and balanced throughout, reducing risk, lowering costs and ensuring timely and effective delivery.
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From remediation planning to complaint handling and compliance reviews, our end-to-end solutions reduce risk, protect reputation, and deliver fair customer outcomes
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What can you expect from partnering with Huntswood
Operational excellence
Our expertise in process re-engineering ensures your operation is as efficient and effective as possible to ensure you are creating better outcomes with every customer interaction.
Best practice & industry insights
We are in the unique position of being able to offer regulatory, customer experience and conduct risk expertise alongside exceptional operational delivery. You will receive a robust, honest and holistic review from an independent third party.
Quality resource
We have a team of over 20 resourcing professionals and a database of 9,000 highly skilled, trained and vetted individuals with experience of working in regulated markets.
Bespoke solutions
We work in collaboration with you to fully understand your business and risk profile, tailoring our solutions to your unique requirements.
Commercial value
Huntswood’s commercial proposition helps reduce the need for ongoing capital investment, replacing fixed costs with a flexible cost base, in a range of pricing models.
Case study
Tackling a large BAU complaint backlog for a major retail bank; Undertaking a remediation exercise impacting 180,000 customers
3 Months
Early Completed Remediation programme
£7.5M
Annually Savings in BAU
1000
FTE Operations Stood Up in 10 Weeks
350
FTE Diverted to BAU in Two Weeks
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Case study | Overseas bank
Mortgage arrears and responsible lending
We delivered the first remediation project of its kind, one focused on lending in retirement, interest only mortgages, arrears handling and arrears charges. One of the key challenges of this project was building a framework for investigating and assessing over 8,000 cases and determining the principles and methodology for lending in retirement redesign where no market precedent had been set.
Our outsourced delivery operation, supported by Huntswood’s regulatory and conduct expertise, ensured that 100% of the cases escalated to the Financial Ombudsman Service were found in favour of the firm.
Case study | Retail bank
Investment and protection advice
We completed a full review of c.200,000 files and subsequently sent out 750,000 mailings. We organised a fully managed, multi-site remediation function for our client. 165 level 3-qualified financial services consultants were identified, referenced and engaged within three weeks, increasing the team to a total of 350 personnel.
We were able to devise an improved methodology which proved more streamlined and cost-effective, and promoted the use of a highly flexible, multi-skilled workforce. We also provided training and upskilling for two alternative suppliers’ resource during the engagement.