We supported a leading UK mortgage provider in managing more than 10,000 complaints transactions each month using leading technology and a skilled complaints handling team.
10,000+
complaints transactions handled each month
100%
quality checking on high-risk processes
36 strong
team recruited and trained
14-week
delivery timeframe
The opportunity
Our client sought a partner who could deliver a complaints and remediation service for 1.3 million closed loans in a 14-week timeframe.
The portfolio included a mix of secured and unsecured loans and required the transfer of existing and work in progress PPI and other complaints that were being processed by in-house teams.
Customer centric solution
Recruitment and training of a team of complaints executives
Delivery of a robust approach to quality checking and quality assurance
Delivery of a complaints handling service which mirrored the customer journey delivered by the client
Reporting on service levels and key metrics
Provision of a service in accordance with all regulations and review and manage the impact of future regulatory development/change
Fair treatment of all customers and delivery of a service focused on customer outcomes.
