For nearly 20 years we have been helping highly regulated organisations to manage their complaints handling and resolution by providing a first class service the enables firms to adapt quickly to changing regulatory obligations. Our specialist complaint handling resource has a track record in strengthening operations by improving customer service and advocacy, reducing costs, and enabling our clients to benefit from continual improvement based on what matters to your customers.
With a comprehensive range of complaint handling solutions we will support your business through every stage of a regulated complaint, from data validation and making initial contact, right through to payment and redress solutions, addressing short and long term requirements.
Our flexible service options can vary from a single subject matter expert, to a whole team that includes graduate level complaint handlers, senior operations staff, and customer service managers. Projects can be delivered on client sites, or outsourced to one of our specialist offices, depending on your individual requirements. Our service is known for its excellence.
We can take on the whole end-to-end complaint handling process, or deliver individual aspects, including:
- Process review and redesign
- Data gathering and file building
- Case review, assessment and decision making
- Redress calculations and payment processing
- Post-offer queries
- Ombudsman escalations
Equiniti Hazell Carr has provided us with a range of flexible services and has developed into a key supplier to our business. The challenges we face change rapidly, so it is crucial that the outsourcing and interim resource solution has evolved to meet our needs. Having Equiniti Hazell Carr as a partner provides the agility and expertise we need to cope with changing workloads and time-sensitive demands.— United Kingdom Asset Resolution (UKAR)