Volume Quality Complaints

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.

Complaint Handlers

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

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.

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