Case Studies - Kind Consultancy

Case Study: Financial Crime Team

5 March 2026

Kind Consultancy had a strong pre-existing relationship with a small but well-established challenger bank which was embarking on a growth journey. They brough their plans to us exclusively and asked for help building out and strengthening their Financial Crime department.

We put together a designated team who had the relevant knowledge and network, who met with the hiring managers overseeing the division and built-up a thorough understanding of the current organisational structure and what the new structure would look like.

The team discussed the 5 Year Plan for the bank as a whole, and the role of Financial Crime within that plan, to make sure anyone we brought to the client would be aligned in their long-term goals.

Our client was looking to build out a new Transaction Monitoring team, we spent time to understand specific skills, knowledge, experience, and qualifications that the client wanted to see in candidates. We mapped out the Financial Crime talent market and built pool of potential candidates, making confidential approaches to understand their experience and personal motivations in detail. From this initial pool we selected a longlist of candidates for further discovery conversations, which we used to decide on the final shortlist to be submitted to the client.

We supported the client and our candidates through the interview process, helping to check times and travel arrangements and share feedback on both sides. With the interviews complete we successfully placed a new Senior Transactional Monitoring Manager and for Transactional Monitoring Analysts. Our team continued to keep in touch with all candidates and hiring managers to ensure a smooth onboarding and embedding period.

Interested in how Kind Consultancy can help you with Financial Crime hiring? Get in touch today for a confidential conversation about how Kind Consultancy may be able to help with your Financial Crime recruitment needs.

International Bank

14 November 2023

International banks can also benefit from our expert recruitment specialists. Kind Consultancy can help with Financial Crime resource needs for Financial Services organisations of any size, scope and locations. In this Case Study, learn how one international organisation benefited from our services.

Kind Consultancy worked with an international bank who had suffered a serious and well-publicised Compliance and Financial Crime failure. Resultantly they were looking to completely transform their Compliance function and they wanted to tap into the internationally renowned Compliance talent in the UK. The client approached Kind based on their awareness of Kind’s specialist Compliance focus in the UK Financial Services recruitment marketplace.

Kind Consultancy contacted 20 of the very best AML and KYC Analysts and Compliance professionals with Project Management and Transformation experience, utilising a mix of candidates who were already part of the pre-screened Kind Agile Solutions bench and newly sourced candidates. The Kind team conducted pre-interviews with all of the contractors and submitted their details to the client for approval. All 20 were deployed to the client’s international sites within a matter of weeks and began leading and assisting in the total overhaul of the bank’s Compliance and Financial Crime approaches.

Kind’s team of contractors helped the end client to successfully build and embed new Financial Crime frameworks and develop a much more positive Compliance culture, across multiple countries and regulatory jurisdictions. The bank has kept on some of those contractors as permanent members of the Compliance team and has not had another Financial Crime failure since Kind Consultancy began supporting them.

Volume Quality Complaints

14 November 2023

Volume Quality Complaints present a unique challenge to Financial Services firms. It’s important to resolve complaints quickly, but they need to be handled by knowledgeable and experienced Complaints professionals to avoid creating further conflict with customers and potential regulatory involvement. In this Case Study we look at how one Motor Finance firm used Kind Consultancy to tackle a Volume Quality Complaints problem –

A fast-growing digital Motor Finance lender had a significant increase in quality complaint volumes. The organisation’s permanent complaint handling team was in its infancy, with the business still in the process of recruiting staff. The time needed to place and train these people, however, meant they needed contract support, on-site and at work fast to keep their complaints within their service level agreement and avoid any potential issues with the Financial Ombudsman Service. The Motor Finance company contacted Kind Consultancy seeking experienced Complaint Handlers with an understanding of the motor industry, who could hit the ground running to immediately attack the volume.

Kind Consultancy had a pool of people on the Kind Agile Solutions bench who were pre-qualified and pre-screened complaints professionals with Motor Finance knowledge; people who the Kind team trusted to deliver high-quality work, who they knew to be available and who could be on-site fast. A total of 10 contractors were deployed and were fully operational with the company within 10 working days of the request arriving.

The contractors played a key role in significantly reducing the number of complaints and enabled the business to take the time to recruit and fully train their permanent complaints staff, with two of the Agile Solutions team joining the organisation on a permanent basis.

Concerned about Volume Quality Complaints in your business? Contact Kind Consultancy today for a confidential discussion of how we can help.

Vulnerable Customers

1 November 2023

One of our clients, a consumer finance business, reached out to us as they were keen to build up a team of experienced case handlers, beyond their existing resource who were able to support customers, who based on their individual circumstances may be considered potentially vulnerable.

As we had ring fenced a pool of specialist Vulnerable Customer talent within Kind Agile Solutions, we were able to have the team on site and working on cases within 10 working days from the initial contact. The interim support has been a huge success, which has resulted in contracts being extended to manage the increase in customers showing signs of vulnerability.

We worked closely with the client and it was agreed that we would supply a team of people to focus exclusively on the vulnerable customer cases. We immediately contacted the contractors on the Kind Agile Solutions bench, who we knew were available for a new project and had Vulnerable Customer expertise.

Complaint Handlers

1 November 2023

Complaint Handlers are vital for any regulated Financial Services business in the UK, and Kind Consultancy has extensive experience of supplying both individuals and full teams of experienced Complaints professionals. In this Case Study, learn how Kind assisted a firm facing a serious Complaints build-up issue.

A large Retail Bank who we had previously worked with on a variety of projects, contacted us with an urgent requirement. Due to a backlog of complaints approaching the Ombudsman time limit, they needed a large team of Complaint Handlers to hit the ground as soon as possible. We immediately went to our bench of pre-screened Kind Agile Solutions contractors, selecting candidates who we knew were available and had the skills and experience that our client needed.

We conducted pre-interview calls with every candidate, confirming their interest and relevant Complaints Handling knowledge and experience. Within 24 hours we had submitted 40 profiles to the client. Within 48 hours of that submission, our client selected the candidates they wanted to progress, and began arranging and conducting video-interviews.

Our client made offers to their preferred candidates as the interview ended, and so were able to have the contractors start with them within 7 days of the original request. Due to the size of the project and the timeframe, our client had contacted multiple recruitment agencies but confirmed to us that Kind had single-handedly filled 95% of the positions they needed.

BAU Complaints

1 November 2023

BAU Complaints (Business As Usual Complaints) make up the majority of complaints for many organisations. When they build up or suddenly increase in quantity, managing the situation is crucial. Kind Agile Solutions is built for situations like this – as shown in the following Case Study.

A major Financial Services client was experiencing a backlog of Business As Usual complaints (BAU Complaints). As a preferred supplier to the organisation, an urgent request was made to Kind Consultancy for a large number of experienced Complaint Handlers who had substantial experience of handling complaints across a wide range of Financial Services products.

There was a critical need for the backlog of complaints to be resolved within the time limits defined by the Financial Ombudsman Service. Having a pre-screened set of contractors with proven skills and expertise allowed Kind to deploy a team the Client were completely confident in within just five working days, thereby trusting Kind’s contractors to work on their behalf on customers complaints.

The Agile Solutions contractors were successful in clearing the backlog of BAU complaints and have continued to support the organisation in handling complex complaints from across their customer base.

If you’re looking to hire BAU complaints handlers, contact Kind Consultancy for a confidential conversation about how we can help.

KYC Remediation

1 November 2023

Kind Consultancy supported a Big 4 consulting firm who were working on a large scale remediation project for a Tier 1 international bank. We were contacted by their resourcing team and asked to identify high caliber AML Analysts, KYC Analyst, Financial Crime Team Leaders and SMEs.

We immediately looked to the Kind Agile bench of pre-qualified, pre-screened candidates, knowing that it includes many Financial Crime specialists. We were able to fulfill all of the project requirements using exclusively Kind Agile contractors who were already known to us and who we could trust to deliver exceptional work.

Across the full lifecycle of the project, we deployed 25 Analysts, 5 Team Leaders and 2 SMEs. The project lasted 18 months and 100% of Kind’s contractors were extended throughout the period to see the project through to completion.

Compliance Consultant

1 November 2023

An established Consumer Credit firm reached out to Kind for support to help them work with the regulator following a Section 166 notice being issued. This involved providing them with one of our experienced compliance consultants, to work with the senior management team on the appointment of a Skilled Person.

In addition to our consultant, we provided a number of interim experienced compliance, collections and credit risk resources to support the project and wider business. As a result of this we have completed a successful remediation project required by the Financial Conduct Authority due to a section 166 being served.

The remediation required an assessment of more than 4,000 customers over a period of 5 years. We achieved the confidence of the FCA and a successful remediation project through detailed remediation methodology documentation, accurate and timely reporting, the demonstration of structured planning, and effective 3 lines of defence activity.

Head of Compliance – SMF16

1 November 2023

Kind Consultancy was approached by the Chief Risk Officer of a challenger bank who was seeking to identify a new Head of Compliance following the previous incumbent moving on from the business. The Kind team had a face-to-face meeting with the CRO, taking a full brief of the role and building an understanding of the expectations for the Head of Compliance as an individual and how they fit into the bank’s wider business plans. We used all of this information to help the client draw up a detailed role profile.

We then set to work utilising a mix of methodologies to map the market and identify a list of relevant individuals who met client specifications and were at the top of their game in Compliance. The Kind team confidentially approached these candidates, and discussed their experienced and skillset but also their individual motivations and long term career aspirations. We submitted a shortlist of 4 candidates who had the relevant skills and expertise, but who we also knew were personally aligned with the values and goals of the bank.

We supported our candidates and the client throughout the interview process, and following a second stage interview an offer was made to and happily accepted by one of our candidates. We continued to check-in with our candidate and client, throughout their probation period to ensure both parties are fully satisfied with the placement.

Compliance Monitoring Manager

1 November 2023

A growing challenger bank approached Kind Consultancy with a need to recruit a permanent Compliance Monitoring Manager. They had previously attempted to fill the role themselves and had been turned down by both candidates they had offered. The bank’s headquarters was not in a major city, and the location had been a sticking point for both of their past candidates.

We took a full brief on the job and the long-term plans for the business, and contacted a number of Compliance Monitoring professionals who were already part of our extensive database of Compliance talent, as well as confidentially approaching some Compliance Monitoring Managers who were at the time working for similar sized challenger banks. Selecting the people from both sources that we felt had the necessary skills and experienced and were personally aligned with the bank’s long term plans, we submitted a shortlist. Shortly after interviews were conducted, the client offered one of our candidates who happily accepted.

The candidate unfortunately then faced a number of complications and delays in their relocation, and they were unsure they would be able to start the role. Staying close to both candidate and client, Kind were able to devise and suggest an arrangement where the candidate would come on board immediately as a contractor working remotely, and would then be taken on permanently once the relocation was completed. Both parties were happy with this solution, and the candidate was screened and on-boarded as a contractor in just a few days.

Case Study: Financial Crime Team

International Bank

Volume Quality Complaints

Vulnerable Customers

Complaint Handlers

BAU Complaints

KYC Remediation

Kind Consultancy supported a Big 4 consulting firm who were working on a large scale remediation project for a Tier 1 international bank. We were contacted by their resourcing team and asked to identify high caliber AML Analysts, KYC Analyst, Financial Crime Team Leaders and SMEs.

Compliance Consultant

Head of Compliance – SMF16

Compliance Monitoring Manager

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