DELIVERING REMEDIATION EXPERTISE IN BANKING AND INSURANCE
With over 20 years of experience, Malent help retail banks and insurers across the UK deliver complex customer remediation programmes.
REMEDIATION EXPERIENCE
When it comes to remediation, we've worked on a whole host of interesting, complex programmes over the past 20 years, including:
- Undertaking root cause analysis for mis-selling reviews
- Authoring complete review guidance to help firms navigate through complaint handling at scale
- Developing and delivering customer treatments caused by poorly designed processes or legacy system issues
- Helping operational teams think about how they review transactional data and customer information in complaint handling and AML operations so customers are treated fairly
ABOUT MALENT
The word 'Malent' is the Latin for 'they prefer', and when we were thinking about a name for the business, it resonated. Over the last 20 years, Financial Services have seen huge levels of change, from retail banks closing branches, the emergence of true digital banking, changes in the advice and product landscape.
But one thing has remained true, businesses still find there's a need to look back and fix historic issues, caused by mis-selling, poor practices and processes or legacy system issues.
Read on and find out about the way we can help.
ROOT CAUSE
With Root Cause Analysis, data only gets you so far. A truer picture emerges from sampling customer files, interrogating your complaint trends and then piecing a complete picture of failings.
FAIR OUTCOME
Complaint handling is not a tick box exercise. We help complaint handling teams consider customer evidence critically, weighing up testimony and documentation in a holistic fashion to come to fair outcomes.
STORY TELLING
We help bring customer remediations to life by helping senior leaders understand the issues their customers face through detailed case studies we create from real life examples.
CULTURE SHIFT
'Setting the tone' is a vital component of any form of remediation exercise. We work with firms to help their people change their mind set away from processes and practices which created the issues to fix.
TRAINING
Working in conjunction with your learning and development teams, we assist developing training to ensure new hires into complaint handling know how to hit the ground running in complaint assessments.
ADAPTABILITY
Remediation exercises by their nature, create a level of unexpected activity and surprises. We have the knowledge and experience to help you adapt your approach to create solutions which meet the required outcome.
FIND OUT MORE
CONTACT US
Malent Limited is Registered in England - 05594288
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