Go beyond resolution. Deliver trust.
In regulated industries, one of the strongest ways to differentiate your firm is by delivering excellence when it matters most. Firms that consistently provide high-quality, empathetic complaint resolution don’t just protect their reputations – they strengthen their customer relationships and stand out in a crowded market.
We are the UK’s leading provider of specialist resourcing, outsourced solutions, and advisory services in complaints handling. Our proven approach combines skilled people, efficient processes, and deep insight to deliver customer-centric complaints operating models. We’ve supported firms across a wide range of sectors, helping them resolve complaints effectively, meet regulatory expectations, and drive better outcomes for their customers.
Projects completed over last five years
1
%
Resources deployed in complaints handling engagements
1
Hours of complaint handling activity per annum
1
M+
NPS score
1
How do we help you deliver complaints excellence?​
With the acquisition of Huntswood, the UK’s leading authority in complaints handling, our ability to deliver best-in-class complaints management solutions is unmatched. We are UK’s leading provider of specialist resource, outsourcing solutions and advisory services within complaints. Our approach blends people, process and insight to deliver proven, customer-focused complaints operating models, that have successfully supported firms across a wide range of industries and sectors. We are dedicated to helping you create better outcomes for your customers.
Case study
Supporting the UK’s largest energy provider to clear a significant complaints backlog
84000
Cases Closed
118
Specialist Complaints Handlers Deployed
18
Months Engaged With Clients
2000
Cases Handled Per Week
Our complaints solutions
Our standalone complaint handling framework manages complaints, monitors performance, and embeds strong governance – fully aligned with FCA expectations and Consumer Duty principles. We ensure seamless integration with business operations, providing hands-on execution support, tracking progress, and facilitating successful adoption. Each engagement is fully supported with the right systems, governance, training, and oversight to ensure quality outcomes and exceed expectations.
Resourcing
We deploy experienced complaints professionals - often at short notice - to help you flex and scale your operations in line with complaint volumes. Our associates are highly skilled, adaptable, and ready to integrate seamlessly into your teams.
Outsourcing
Our fully managed complaints operations combine deep insight with expert process execution - driving cost efficiency, enhancing flexibility, and reducing risk. Acting as a seamless extension of your brand, we deliver solutions from our secure facilities, your premises, or via proven remote models.
Transformation
We go beyond resolving complaints - we help eliminate the issues that cause them. By partnering with us, you gain access to deep operational and advisory expertise, purpose-built complaint management systems, specialist workforce management, and root cause analysis tools.
Learn more about our end-to-end remediation service
Case study
Following a major acquisition, a leading life assurance firm faced significant challenges in managing complaints highlighted through internal audits and compliance findings. We partnered with the business to regain control, ensure full compliance, and transform their complaints operations.
Outcomes delivered
Comprehensive review and action plan
Redefined policies and frameworks
Targeted training
Technology optimisation
Improved KPIs and outcomes
Complaints Outlook 2024
Navigate the evolving complaints landscape and unlock the secrets to tranforming your complaints to strategic opportunities.
Complaints Calculator
Understand the true costs and opportunities within complaint handling calculate the cost of customer churn, the positive impact of advocacy and the negative impact of poor customer journeys
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