DELIVERING HIGH QUALITY EXPERIENCES THROUGHOUT YOUR CUSTOMERS’ JOURNEY
Huntswood has over 20 years' experience in servicing customers' needs on behalf of regulated firms. Depending on your requirement, we can provide an end-to-end service, or manage individual process components. Our transparent, partnership approach and comprehensive governance delivers a crystal clear view of performance, ensuring you have the insight you require.
PRACTICAL SOLUTIONS
Our clear view of customers’ needs and knowledge of best practice across a range of industries is derived from our client engagement, market research and the experience of our people. We design pragmatic and practical solutions which work within your operational setting - our regulatory expertise means you can be confident your processes are delivering outcomes in line with your regulators’ expectations.
OUR CAPABILITIES INCLUDE:
What can you expect from partnering with Huntswood:
Quality Resource
We have a team of over 20 resourcing professionals and a database of 9,000 highly skilled, trained and vetted individuals with extensive experience of working in regulated markets
operational excellence
Our expertise in process re-engineering ensures your operation is as efficient and effective as possible, ensuring you are creating better outcomes with every customer interaction
Flexible working solutions
We enable our workforce with in-office or remote capabilities, creating maximum flexibility without sacrificing operational excellence
Multichannel
Multichannel communication tools and processes, including inbound and outbound telephony, offline mailing via our dedicated contact centre and mailroom, email, webchat and more
Efficient workflows
Bespoke case management, workforce and workflow automation tools ensure our clients’ projects deliver improved operational efficiencies
SPEED AND FLEXIBILITY
Flexibility to deal with planned and unplanned customer activity, utilising our operational experience to scale resource as required - quickly and reliably while always upholding the quality of customer outcomes
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 terms help reduce the need for ongoing capital investment, replacing fixed costs with a flexible cost base, utilising a range of pricing models to suit your needs
Complaints handling for Vulnerable Customers
In our latest white paper, we discuss identifying and managing complaints made by vulnerable customers and what firms can do to create better outcomes for everyone
Learn more about our end-to-end remediation service
Latest Insights
General regulation
Insurance Sector update - Autumn 2024
The FCA has been very active in the insurance sector in 2024. New products have returned to the market in a controlled form – GAP insurance – whilst other products are under a higher level of scrutiny – premium finance.
Remediation
The FCA’s consultation on extending the motor finance commission complaints deadline
What does the regulator’s announcement mean for firms thinking about their strategy around motor finance complaints?
Complaints
Complaints Outlook 2024: A New Era in Customer Experience and Operational Excellence
The 2024 Huntswood’s Complaints Outlook reveals that effective complaint handling can drive brand loyalty and growth. With rising customer expectations, firms must deliver swift, empathetic responses. The new Complaints Calculator quantifies these benefits.
Compliance monitoring
Tackling Pension Transfer Delays: A Call to Action
Complaints around pension transfers are increasing due to bottlenecks caused by lack of timeliness, complexity within firms’ processes and inaccurate or repeated information requests from providers.