End to end Complaint Handling Services

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1 End to end Services Exceptional standards delivered by quality teams Why Hazell Carr? Good communication and excellent relationships with our clients & 95% of projects delivered on or before time Extensive industry insight combined with thorough understanding of clients specific requirements Innovative thinking used to find the most effective approach Capabilities to handle both immediate and longer term requirements Click on any section to find out more

2 Contact Managing the customer journey through clear and effective communications can help turn complainants into advocates of your company. Whether you need support with a peak of inbound complaints or you are undertaking a proactive exercise, Hazell Carr has the capability to provide a comprehensive solution. Hazell Carr supports firms with a range of reactive requirements, such as: Providing front-line complaint handling support inbound complaints via multiple channels, e.g. letter, telephone, etc Supporting the checking and verification of customer details Logging and recording cases on Relationship Management (CRM) systems Hazell Carr possesses a dedicated print and reprographics function capable of handling major customer exercises. This function includes a bulk scanning capability with the ability to sift and categorise incoming correspondence. Hazell Carr also provides organisations with a fully automated workflow ensuring that correspondence can be processed with minimal manual interventions. In essence, Hazell Carr can support any interactions that organisations have with customers throughout the complaint process. From providing skilled resource to support existing complaint operations, through to outsourced correspondence. Moreover, Hazell Carr has the resource and specialist infrastructure to design and deliver proactive exercises, including: Designing customer letters in accordance with strict corporate and regulatory requirements Project managing exercises and designing tranche schedules Printing and mailing letters and chaser communications notifying customers of key policy information & Outbound calling to support mailing exercises 2

3 and High quality customer data is essential to effective complaint handling. Good quality data leads to successful exercises, more accurate decision making, precise redress calculations and a clear audit trail. Good data fulfils your regulatory obligations, helps you to provide a better service and leads to increased customer satisfaction. Organisations turn to Hazell Carr for specialist data validation support in a variety of areas, such as: Data audit to identify incomplete and corrupt records Tracing gone away customers Identification of affected populations for proactive exercises Data cleansing and de-duplication Segmentation of data into tranches and cohorts for further review Hazell Carr s range of multi-tiered tracing and verification services takes a proactive approach to ensure that the right customer details are on file, all records are accurate and that the right people can be ed swiftly. We work hard to improve data quality, implement proof of life exercises and apply real persistence in tracing gone-away s. Hazell Carr offers organisations a range of data services, including the Perito software. With Perito you can quickly and easily capture information to process a complaint via centre, branch, or on-line. It enables you to analyse, manage and track complaints, produce letters, forms or s, as well as generate information for root cause analysis. Perito s integrated workflow capability facilitates an automated end to end complaints process, providing auditability and accountability throughout. & 3

4 Management All organisations face complaints. No operation can deliver great customer service all the time. What works well for some customers will not be welcomed by others. Products developed in good faith will be delivered to unsuitable customers. It is how organisations deal with these challenges and respond to complaints that can really set them apart. We supply the hands-on resource and expertise to help our clients manage complaints, strengthen operations and incorporate new regulatory requirements. We have a proven track record and have worked with multiple organisations in a variety of regulated industries for many years. Our clients include the largest retail banks, insurers, utility firms, regulatory bodies and outsourcers. Fully flexible, the Hazell Carr complaint solution can be ramped up or down as required. Services can be delivered on your site, or from one of our dedicated outsource locations across the UK. Hazell Carr helps organisations embrace complaints, learn from the issues they highlight and deliver a higher quality service to end customers. Hazell Carr can provide industry best-practice complaint to all key phases of the complaints process, including: Data gathering and file building Assessing complaints Calculating redress Issuing final resolution letters Arranging payment post-offer queries Managing the Ombudsman relationship & The we offer range from the provision of a single expert for a few weeks, through to long-term outsourced encompassing hundreds of individuals. Our consultants are experienced and appropriately qualified individuals who offer extensive industry and regulatory expertise. 4

5 s Accurately calculating and paying redress is essential to good complaint handling. Hazell Carr can provide expert, technical support at all stages of the payment process: Designing, testing and implementing redress calculation tools Writing and reviewing redress calculation procedures Modelling redress via in-house and / or proprietary calculation systems Processing of redress acceptance forms and handling queries Updating payment systems Issuing of BACS or cheque payments As well as providing the technical know-how and resource needed to set-up and deliver redress calculations, Hazell Carr is also part of a Group that specialises in delivering a wide range of specialist payment services including dividend payments, pensioner payroll, annuities and international payments. The Equiniti Group issues more than 50 million payments per annum to individuals in both the UK and overseas with a total value of approximately 30 billion. Hazell Carr can leverage this experience and specialist infrastructure to deliver any redress calculation and payment requirement. & 5

6 CASE STUDY Delivering long-term cost and process efficiencies to a major UK bank Hazell Carr is currently providing support to a large retail banking group. The services supplied cover a range of requirements including interim complaint handling, outsourcing services and other regulatory support. Outsourcing The Bank needed assistance with high volumes of complaints relating to mortgage endowment and investment complaints arising from a specific legacy portfolio. Hazell Carr placed a team of consultants on the Bank s site to work alongside the staff team, helping with both the high case volumes and assisting with the transfer of work to Hazell Carr s Cardiff office. The transfer was completed rapidly and all endowment and investment cases relating to the legacy portfolio were subsequently processed in Cardiff. The Hazell Carr operation consistently outperformed the Bank s in-house team and delivered significant productivity cost efficiencies. As a result, Hazell Carr was selected to provide outsourced complaint handling services on all BAU cases arising from the legacy portfolio and has now established a long-term outsourcing contract with the Bank. Interim Resource Hazell Carr also provides interim support to another of the Bank s operating divisions, to assist with peaks in work and special projects. At present, Hazell Carr is providing 90 specialist consultants to one of the Bank s back offices to support a number of urgent projects, including: PPI complaint handling Mortgage complaint handling Other Regulatory Support Hazell Carr is regarded as a trusted partner and an extension of the Bank s own operation. As a result, the Bank turns to us for regulatory support in other areas. The most significant of these regulatory projects was to assist the Bank with a major increase in mortgage arrears collections on a high-risk portfolio of policies, including self certification and sub-prime policyholders. The project was delivered from the Bank s site and grew to a total headcount of 30 consultants. This project was undertaken at a time when the Bank was receiving a great deal of regulatory and media attention so required particularly sensitive handling. The outsource was originally envisaged as a short-term overflow project, but the Hazell Carr operation offered the Bank significant long-term advantages in terms of productivity and cost efficiencies. & 6

7 Testimonials What our clients say about working with us Over the past few years 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 Hazell Carr provides have evolved to meet our needs. Having Hazell Carr as a partner provides us with the agility and expertise our operation needs to cope with ever changing workloads and time-sensitive demands. UKAR Hazell Carr has worked with us and provided contract resource for a range of regulatory projects and temporary cover. They have provided us with a range of services which have all been carried out to a very high standard. Openwork Hazell Carr is a trusted partner to our business. They respond to our requirements swiftly and with great professionalism. The resource and support they provide has been of a high standard and has helped us to deliver a number of business critical projects. I have no hesitation in recommending their services. & Shop Direct 7

8 ABOUT US Option 1 - Interim Resource Supporting client operations with complaint backlogs or peaks in BAU Flexible resource model that can be rapidly ramped up and down SLAs to cover resourcing timescales and resource quality Primarily time and materials (day rate) costing Our extensive experience in financial services and other regulated industries equips us with the knowledge to provide the correct level of complaint handling necessary to minimise the risk of rework, Ombudsman escalations and overturns. The flexibility and scale of our service enables us to execute every element of the complaint handling process, from understanding the root cause of the problem, scoping the requirements, quickly and effectively handling the cases, to advising on best practice moving forward. Option 2 - Managed Services Operation based on client site, Hazell Carr location, or both Hazell Carr manages workflow and operational quality Operational SLAs to cover all aspects of delivery such as case timeliness and quality Initially time and materials pricing, moving towards output based (per case) costing We recognise the importance of maintaining our clients reputations and are acutely aware of the negative impact that a major non-compliance issue can have. The interim resources we provide can be put in place swiftly, helping clients mitigate this risk. Whether you require a complete solution, or just certain services, Hazell Carr can provide a bespoke solution tailored to your precise needs. Option 3 - Fully Outsource Transition to an off-site solution delivered from Hazell Carr location Hazell Carr maintains a core staff team and ramps up and down as required TUPE of client staff if required Adhere to complaint handling SLAs with Hazell Carr responsible for all aspects of delivery Entirely output costing, pricing tied to SLAs for under/ overperformance, volume and tenure discounts & 8