Tackling a large BAU complaint backlog

The Challenge:

During project setup, the bank experienced high BAU complaint volumes, creating an urgent need for additional resource to clear backlogs before remediation could begin. Despite delays, the client’s timeline for completion remained unchanged, requiring Huntswood to deliver at pace without compromising quality.

The Solution:

At short notice, Huntswood upskilled and deployed 350 complaints specialists to clear the backlog, including designing and running route-to-competency training. To expedite BAU clearance, we tailored an existing case management platform, deployed a tech tool to enhance performance visibility, and implemented process improvements.

Following backlog clearance, Huntswood redeployed the 350 FTE to begin remediation and added 650 further FTE, creating a 1,000-strong operation. We established a case clinic incorporating regulatory experts to group customer cohorts, ensuring effective governance and consistency of decisions and outcomes.