Industry

Banking & Financial Services

Huntswood partnered with a leading specialist banking group to establish a high-quality motor vehicle finance complaint handling operation in Durban, the client's first venture into offshoring a process of this complexity.

The customer is a FTSE All-Share-listed specialist bank serving over 1.7 million customers across the UK. Its motor vehicle finance complaints needed to be handled in a way that met regulatory standards, including the FCA's Consumer Duty and the Consumer Protection Act as it relates to used motor vehicles.

Through rigorous recruitment, structured upskilling and a strong retention culture, the team achieved industry-leading complaint handling quality through Rubraik, while maintaining full regulatory compliance.

The Results:

>80%

Reduction in cost per interaction

(from ~$18 to ~$3.50)

<30

Days from engagement start to full live operations

~$4M

In annual savings

~94%

QA scores consistently maintained every month

The Challenge

For the first time, the client had considered offshoring their complex complaints process. This meant the success of the operation depended on ensuring solid fundamentals from the outset: recruiting the right people, training them to a high standard, and building a culture capable of sustaining consistent quality and compliance at scale.

The Solution

Huntswood drew on 30 years of experience delivering high-quality complaints handling solutions, designing the operating model and processes alongside the client to ensure it met its obligations under the FCA’s complaint handling rules from day one.

Enhanced recruitment approach: personality profiling and additional written assessments were introduced to ensure only the strongest candidates progressed to interview, raising the calibre of hires from the outset.
Structured ramp-up from grad-bay to full production: as new starters progressed through training into live case handling, the team delivered measurable and sustained productivity gains through RCX Rubraik Achieve average per-handler daily resolution rose from 1.5 to 2 cases within complex complaints, and from 2 to 4 cases within core complaints.
Competitive remuneration and inclusive management: combined with a strong focus on a supportive, career-led culture, this underpinned exceptional workforce stability. 0% attrition was achieved during the first 12 months of the contract, with absence consistently maintained at just 2%.
Joint process design: processes were built collaboratively with the client, embedding 30 years of complaints handling expertise to ensure ongoing compliance with FCA complaint handling rules.