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Mitigating risk and delivering good customer outcomes

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An effective, holistic approach to analysing and evaluating issues

Framework design and implementation plays a crucial role in managing conduct risks. It is essential to follow an effective, holistic approach when analysing and evaluating issues. You must take into consideration the customer journey, product design, systems and processes, sales, culture and governance and, on top of this, how these all affect customer outcomes.

It’s challenging, of course, but becomes simple with the right support.

Conduct risk

The Financial Conduct Authority (FCA) expects firms to have an effective conduct risk framework in place to deliver fair outcomes for customers.

There is no one-size-fits-all approach to conduct risk but, thanks to our understanding of best practice and experience in improving standards of behaviour, our experts can provide tailored programmes to meet your firm’s needs.

Huntswood is a specialist in conduct risk and can assist your firm in identifying and addressing conduct risks in your current and future propositions. In collaboration with our technology partners, we can work with you to identify exactly what to monitor and how to develop the appropriate MI to demonstrate that conduct risk is being managed effectively.

Managing digital conduct risk
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Your needs, our solutions

End to end framework design and implementation

Automated compliance monitoring

Reviews and investigations

Outcomes testing

Advice suitability reviews

Complaints management

Policy, process and procedure

Legacy issues are a common frustration for firms looking to innovate and advance their offerings. It’s painful to see change projects held up by internal ‘red-tape’ and structures that are no longer delivering efficiencies.

Ensure your firm’s got the right support

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.

Key benefits

  • Reduced regulatory risk due to a clear view of product performance and potential product design risks
  • Early identification of poor customer outcomes through the sales process at both a business and case level - covering past, current and future business
  • Rectification of identified customer detriment and mitigation of risk through root cause analysis, remediation and changes to policy, process, product design or training as required

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