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.