Area of focus

Complaints Management

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. 

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.

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