Scenario:
Our client needed help to control their complaint backlog following a period of high inflows. As part of some broader transformation in the around Complaints in the organisation, they asked Square 4 to undertake a review of its processes to ensure compliance against regulatory rules (DISP) and principles (Consumer Duty). In addition, they asked us to identify changes to the process for enhanced efficiency ahead of landing a team of Complaint Handlers to support a reduction of the existing backlog, and leave BAU operations in a better place moving forward.
Activities:
Discovery: We spent a few days in the operation working side-by-side with the firms’ Complaints and QA teams to quickly understand the “as-is” ways of working and operating processes.
Review: Within two weeks we had reviewed their approach and operating model against regulatory expectations and industry best practice, and re-mapped key operating processes to identify areas of inefficiency.
Design: before the end of the first month, we had re-engineered and documented revised processes, operating model implications and tested the new process to demonstrate outcomes and compliance in a “model office” environment.
Implementation: Alongside the review and design work, we were busy mobilising a team of interim Complaint Handlers to start working the backlog. At the beginning of week three, we had onboarded a new team into training on the new process, building future training material as we went. This team had the important tasks(s) of proving out the new process in a model office environment, as well as clearing the backlog within acceptable timeframes to avoid regulatory breaches
Result:
Productivity on several complaints types increased by over 50% with no impact on quality. The backlog was cleared well ahead of schedule, freeing up budget for the client to focus on wider complaints objectives. Square 4 therefore supported the closing of several compliance actions and is now supporting the client with its broader RCA and complaints reduction initiative to prevent the same backlog situation arising again.
Client Testimonial:
“Square 4 has been invaluable partner in transforming my Complaints function. Their deep industry expertise, strategic insight, and hands-on support has helped us drive efficiency and improve customer outcomes. Square 4 bring not just consultancy, but genuine collaboration – really feeling part of our team.” Head of Complaints
