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Complaints are often seen as something to be avoided. However, the key is to view them as an invaluable source of feedback and opportunity for continued improvement.
When something goes wrong, handling complaints in a fair, effective, and diligent manner will help build lasting customer relationships and avoid regulatory scrutiny.
With our technical breadth and depth, we can address the full scope of complaint management issues, and have the resource you need to get the job done in a cost effective and efficient way.
With team members who have worked with the Financial Ombudsman Service, Big 4 consultancies, and in-house complaints functions, we can handle the full scope of issues, including:
- Case handling – provide experienced resource to effectively investigate and respond to complaints.
- Complaint management framework – design and embed robust complaint handling policies, procedures, and processes to promote fair and efficient complaints resolution.
- Root cause analysis – analyze complaints data to identify themes and systemic issues impacting your customers and your business.
- Quality assurance – provide independent quality assurance that processes are being followed.
- Complaints training – deliver an effective training program to share knowledge and understanding of complaint management objectives.
Representative experience
Supported a Skilled Persons review of a retail bank's PPI complaint handling arrangements to identify governance and operational weaknesses.
Provided resource, training, and oversight for the complaints function of a consumer credit firm.
Reviewed historic complaints data for a large retail bank and provided responses to customers on a systemic issue.
Oversight of a large remediation exercise to review c200,000 historical customer complaints and ensure customers received the correct outcomes.
Detailed root cause analysis of a high street bank's complaints to identify trends and provide recommendations for remedial action.