Complaint handling

We provide comprehensive and scalable complaints handling solutions for the financial services and insurance sectors. From complex individual cases to the fully outsourced handling of large volumes of complaints, we offer solutions tailored to precisely meet our clients’ needs.

We handle all aspects of complaints-related communications and help clients with fact finding, and ‘lessons learned’ exercises. We undertake reviews of clients' policies and procedures and deliver bespoke training. Our teams are experts in dealing with vulnerable customer issues and support clients with complaint handling ‘health check’ reviews.

Why choose us

We have a unique blend of experience and expertise for end-to-end support in relation to complaints handling. Our team includes a former FOS Ombudsman and former FCA Associate as well as experts in the regulation and risk management of consumer-facing products and services, including:

• banking,
• claims management,
• consumer credit (including motor finance commission),
• payment services and electronic money,
• funeral plans,
• insurance, and
• investments.

We also advise on emerging themes in complaints such as the risks of ‘ESG’-related complaints including ‘greenwashing’.

Our complaint handling team forms part of our financial services regulatory practice, which regularly advises clients on systems and controls for complaints governance and compliance – including within the context of the Consumer Duty, Operational Resilience and Vulnerable Customer regimes – and the practical (responsive or pre-emptive) resolution of complaints, including past business reviews. 

Our services

Our solutions are tailored to each client’s risk appetite and business model, enabling it to resolve complaints promptly and fairly, meeting both commercial demands and regulatory obligations.

Services we can provide on a discrete or combined basis, working alongside clients’ existing compliance, governance, legal and risk functions, include:

• Customer facing communications from the first expression of dissatisfaction to final response letters (FRLs) and subsequent dialogue which, when required, are tailored in view of a firm’s house style, its products and services and its customer base (including vulnerable customers);
• Root cause analysis (including evidential, contextual and statistical evaluations) with a particular focus on customer outcomes, consumer understanding and other requirements under the Consumer Duty;
• Designing and implementing customer contact exercises and remediation programmes including complaint handling frameworks to deliver the proper resolution of individual complaints whilst securing consistency across complaint cohorts;
• Tracking updates on key FOS decisions and advising on likely FOS and FCA responses to individual, or cohorts of, complaints; 
• Responding to FOS decisions, including considerations as to the judicial review of adverse final decisions; and
• A dedicated helpline to our specialist team. 

Please contact one of our expert team to discuss how we can support you.