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.
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.
What can you expect from partnering with Huntswood:
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 &
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.
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.
We work in collaboration with you to fully understand your business and risk profile, tailoring our solutions to your unique requirements.
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.
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 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.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
Tackling a large BAU complaint backlog for a major retail bank; Undertaking a remediation exercise impacting 180,000 customers