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
Learn more about our end-to-end remediation service
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
Latest Insights
Complaints Calculator
Understand the true costs and opportunities within complaint handling.
Consumer Duty
Consumer Duty In 2025
Consumer duty continues to challenge firms. The market has shifted significantly since the inception of the duty in 2023; but there are still areas which the FCA has commented on as needing improvement.
Vulnerable customers
FCA issues new guidance to support bereaved customers
The FCA's new guidance helps financial firms support bereaved customers with empathy and fairness. Key points include empathetic processes, staff training, reasonable adjustments, and robust oversight. Firms should review and enhance their policies to align with these expectations and build trust.
Complaints
The Current State of FOS Complaints – Q2, FY 2024 / 2025
Welcome to the second edition of our regular view of the FOS complaints landscape, as we assess the current trends and what insight firms can glean from the latest figures.