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.