Financial Services (Insurance)
A major UK general insurer operating an expanding complaint function, currently with 75 FTE (Full Time Equivalents).
More than 25,000 complaints were being received annually in three core product groups – Home, Creditor and Brokered, each with massive sub-product complexity. Complaint resolution was highly regulated by the Financial Ombudsman Service (FOS) who acted as a third tier in addition to the two-tier complaint handling process operated by the company.
Reinvigoration undertook a programme which included:
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