Recruitment

Making things right for your business and your customers

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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.

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How do we do this so successfully?

We take a unique, four pillar approach to past business review and remediation

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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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.

Managing Director
Major Insurance Firm

The Huntswood team has 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.

Operations Director
Leading Uk Merchandise Retailer

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.

Client Project Lead
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.

Senior Manager, Customer Service Recovery
Leading Uk Retail Bank

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.

Head Of Training & Development, Insurance
Retail Bank

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.

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
Read our case study

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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.

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