Recruitment

Making things right for your customers

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For organisations who stop, think and act when they discover issues affecting their customers.

Many organisations have plans in place to quickly assess the customer impact of issues and establish an appropriate response, but when capacity challenges arise or the complexity of issues necessitates outside support, firms need a trusted, proven and flexible partner.

Whether it’s a simple case of rectifying an erroneous charge, or needing to investigate and engage the affected population and the appropriate treatments more deeply, Huntswood is that partner.

Our flexible approach allows our clients to obtain exactly what they need to rectify any and all issues, whether using a blended approach, or allowing Huntswood to deliver end-to-end support in an open and transparent manner.

Our unique approach is agile and tech-enabled

Our blend of people, process and technology allows us to deliver practical, efficient and flexible solutions across the four key pillars of project design and delivery. Thanks to extensive regulatory knowledge, we can also ensure that your operation remains compliant and efficient.

Pillar 1

Understand the issue and forward-fix

Pillar 2

Population identification and interrogation

Pillar 3

Remediation design

Pillar 4

Remedication delivery and closure

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Latest insights

Consumer Credit Act (CCA) Reform – Phase 1 Consultation (May 2025):

Regulatory Update

May 20, 2025

Vulnerability in 2025

Whitepaper

April 22, 2025

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ResultsCX + Huntswood: Stronger Together
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Video

April 15, 2025

Complaints calculator

Article

March 24, 2025

FCA releases its review on the treatment of vulnerable customers

Article

March 23, 2025

A road less travelled: assessing your remediation approach

Article

March 23, 2025

Ongoing advice and the FCA – firms must continue to prepare

Article

March 23, 2025

Consumer duty in 2025

Article

February 27, 2025

Why Huntswood

  • Right first time’ approach - Thinking about complexities such as customer experience, operational challenges and vulnerability upfront to ensure good outcomes are delivered first time.
  • Sme-supported delivery - Delivery alongside Advisory expertise enabling you to navigate new challenges and ensure quality
  • Dedicated improvement experts - Using technology, multichannel communications and our strong advisory expertise to continuously refine outcomes
  • Delivery focus in the design phase - Thinking about delivery in the design phase to ensure correct prioritisation, operational efficiency and cost effectiveness
  • End-to-end partner - Simplifying governance and accountability and delivering commercial certainty.
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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