Specialists in motor finance complaint handling and delivering positive customer outcomes

Motor Finance

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For Best Consumer Duty Practices

As Motor Finance firms adapt working practices to align with the FCA’s Consumer Duty to provide good customer outcomes and prevent consumer harm, EQ Customer Resolutions is here to work in partnership with you. 
Our teams can support in many areas:

Assessments of irresponsible lending and affordability/suitability

Commission model complaints and DSAR requests

Mechanical and technical service quality complaints and enquiries

Collections/recoveries work and vulnerable customer care

Remediation and redress programmes

Specialist customer complaints and feedback management platform

Managing increased workload volumes resulting from CMC activity

EQ’s customer-facing specialists can help manage increases in the volume and complexity of customer complaints and enquiries.

Our Capabilities

Specialist Resource

EQ’s consultants and specialist resourcing experts cover many core disciplines. We have a proven track record in dealing with: vulnerable customers, customer journeys, complaints, and complex customer service queries. To support your existing teams, with 20+ years’ experience, we provide contingent resources and cost-effective solutions at times of high demand and transition.

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Remediation Solutions

As a strategic partner, EQ provides the people, processes, and technology to help you manage remediation programmes. This means you don’t have to contract, engage and manage multiple suppliers. From the initial planning and cohorting, through to customer communications and final payments, we can manage the entire process.                                               

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Intelligent Technology

Our Complaint Insight Service and award-winning complaints and feedback technology allow firms to manage their complaints more efficiently. We can achieve this by automating many of the manual tasks associated with complaints and feedback management. With a suite of comprehensive MI reports, firms can also complete real-time root cause analysis and implement business improvements.

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EQ Increases Effectiveness For Motor Finance Firms Through:

Short-term provision of resources to address busy periods

Specialist handling of complex enquiries supporting vulnerable customers

Process enhancement projects to revitalise customer engagement operations

Complaints and feedback management expertise and automation

Root cause analysis and effective management information

Management or outsourcing of remediation and compensation programmes

Quality assurance programmes and audits

Long-term outsourcing and insourcing arrangements

Performance management reviews and best practice advice


EQ is a trusted member of the Finance & Leasing Association (FLA) and a specialist motor finance partner. 

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