We deployed a PwC Delivery Centre team, initially for a 3 month period, to work as a ‘challenger team’ alongside the BAU complaint handling function, dealing with PBA complaints.
PwC met the client’s ‘route to complaint handling competency’ in half the time of their BAU counterparts, allowing the team to successfully assist the client quickly without compromising quality.
Once we were on site, significant process improvements were identified throughout the complaints handling lifecycle. Consequently, as the process improvements were agreed and implemented, the time taken by our challenger team to investigate a complaint was dramatically reduced and decisions were routinely communicated to individual customers comfortably within the 8
By the end of this
The team supported the Bank in a very successful supervision visit from the FCA regulator and also reduced cases being overturned by the Financial Ombudsman Service
Following PwC involvement, customer complaints handling policy and decision making was applied in a more consistent manner resulting in more customers receiving a fairer outcome as a result.
PwC came to this project with a wide range of skills, from compliance consulting to forensics, data analytics and risk assurance services. Under the FS Risk and Regulation business, every team member worked closely together and had a very well joined up approach. This helped the client to become more joined up too.
By supporting the customer relations team, PwC challenged the norm of other management consultants by doing a proof of concept and questioning the client’s existing methodology and processes in order to affect a difference in the way they worked.
This is a good example of three of PwC’s FSRR functions in action: Protect, Adapt and Repair.