Customer Remediation Consultancy Solutions

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Transforming Customer Operations

Make positive change in the way you help your customers, with support from our practical customer resolution consultants.

By reviewing existing ways of working, stripping away legacy processes, and introducing automation, it’s possible to reduce internal resources and associated costs by up to 50%.

With EQ, you don’t have to contract, engage and manage multiple suppliers, we provide the people, processes, and technology. Simple. After all, we’re here to solve complex customer challenges.

Get Going, From The Get-Go

Ours is a fresh approach to consultancy. Positive change can take place from day 1. Transforming the way you help your customers that little bit quicker. We get you going from the get-go.


Process improvements, operating model efficiencies, and cost-saving initiatives.


Better approaches to customer resolution challenges.                        


Unique solutions and capabilities from our connected services.


Skills And Services

Complaint process optimisation

Regulatory expertise and customer outcomes

Rectification and customer treatments design

Solutions architecture, process re-engineering, and optimisation

Data analytics and augmentation

Unique insights into customer behaviour

Business strategy and operating model design

Project management and implementation

Delivering Customer-facing Excellence

For over 20 years, EQ have delivered large-scale customer projects for some of the UK’s largest regulated businesses.

75 %

increase in employee productivity


cost saving achieved by outsourcing team

50 %

reduction in complaints volumes

75 %

quicker case resolution


saving achieved through automation

Meet The Team

We’ve over 90 years’ experience in customer complaint management and consultancy.

Sue Bartlett
Managing Director

Sue leads the Customer Resolutions team and believes in maintaining close working relationships with our clients. With over 25 years of experience in technical and advisory roles in the banking and life and pensions sectors, Sue takes a very hands-on role in ensuring that we deliver great services.



Jonathan Britten
Consulting and Implementations Director

Jonathan brings an innovative approach to business process improvement and digital solutions. Having worked with regulated businesses for over 15 years, he has a wealth of experience in implementing process enhancements to optimise efficiency, reduce cost and improve customer resolutions.



Hayley Fellows
Client Services and Sales Director

Hayley brings 25 years of client services and operational experience to finding just the right solutions for our clients. Her practical approach to improving the customer resolutions operations for our clients means we can start making a difference to your business very quickly.

Get in touch

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Consult. Design. Deliver. Solve your customer-facing challenges with EQ.

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Using Data To Improve Complaints Handling

Read our latest whitepaper for customer service and complaints professional and discover approaches, hints, and tips to:

  • Maximise the complaints data you already hold
  • Improve the way you gather, analyse and act on customer complaints
  • Develop a root cause analysis strategy to benefit the whole business
Download Now

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