End-To-End Remediation And Mass Claims Events Solutions

Nimble. Fast. Safe.

TALK TO US TODAY

Flexibly Managed Remediation Services

In every business, from time to time, things go wrong. It is not always the fault of the business itself but regardless of how a mistake has been made, an effective remedy is needed. This involves time and resources. We can help.

Including Mass Claims Events

If your business is facing increased complaints and claims brought about by regulatory investigations or Court Judgments, EQ can provide immediate and long-term solutions.

EQ are claims and complaints experts with 20+ years of specialist experience in supporting regulated firms with specialist resourcing, consultancy, and technology.

Our teams can support in many areas:

Commission model complaints and DSAR requests

Assessments of irresponsible lending and affordability/suitability

Automated payment and print/pay services and solutions

Remediation and redress programmes

Specialist customer complaints and feedback management platform

Managing increased workload volumes resulting from CMC activity

Whether it is adhering to Consumer Duty best practice or increasing capacity at short notice, EQ’s customer-facing specialists can help.

Contact our complaints and claims experts.

If your business is impacted by regulatory change or Court Judgments resulting in changes to the law, we can offer immediate and long-term support.

Get in Touch

Nimble By Nature

As a strategic partner, we provide the people, processes and technology to help you manage customer contact programmes, meaning you don’t have to contract, engage and manage multiple suppliers.

We Consult
EQ has subject matter experts from a variety of remediation disciplines including customer treatments, data analysis, and process design.
We work with you to understand the goal of the remediation activity and create effective treatment designs and delivery processes.

We Design
The team will aim to identify the fastest, safest route to live. We consider the data readiness, treatments required, and capabilities available. With early engagement, EQ optimises the treatment design to get the right customer outcome.

We Deliver
We work during all project phases to advance the delivery of the remediation. The team works towards identifying a target population, beginning remediation early to adopt a “learning by doing” approach within the project.

Our Remediation Components

We combine our specialist remediation components to deliver the best solution for your business.

MMX Software
Award-winning remediation and complaints management platform

Specialist Resource
5,000+ specialist consultants available across the UK

Outsource Locations
UK offices, as well as offshore and homeworking capabilities (if required)

Print & Mail
Mailing and reprographics centre that handles thousands of items daily

Remediation Consultancy
Our consultants identify the best solutions and implement innovation

Customer Service
We have a variety of integrated customer service capabilities and expertise available for this project

Payments
We are synonymous with payment services and have integrated our payment capability with our platform

Tracing
Electronic searches and forensic tracing for ‘gone aways’ and proof of life

Our Recent Projects

Our client is implementing technology and a contingency outsource operation to deal with increased commission complaints relating to the FCA activity in this area.

We are implementing a dedicated complaints management system for motor finance cases, supported by our specialist resource, and outsource locations.

Remediation Components
MMX Software | Specialist Resource | Outsource Locations

Our client is conducting a complex remediation to reunify legacy customers with physical assets.

We are providing consultancy expertise to help our client define the process and then implement a managed service to trace legacy customers, contact them, and handle associated queries and issues.

This pensions consultancy is struggling with a peak in annuities complaints relating to servicing issues and wants to understand the root cause of these delays so the issues can be resolved.

We are providing a small team of specialist pension complaint handlers to our client’s office to help them deal with this issue.

Remediation Components
Specialist Resource

We’re working in partnership with a leading UK legal firm to provide an end-to-end pension transfer advice remediation. We are responsible for data gathering and calculating complex redress calculations.

Our actuarial team are performing these calculations, updating our case management system, and passing cases back to the advisor for payment.

Remediation Components
MMX Software | Specialist Resource | Outsource Locations

We’re providing one of our banking clients with interim customer service resource due to a peak in customer contact.

We’re one of our client’s strategic suppliers and help them cope with unexpected peaks in work through quickly supplying teams of skilled resource.

Remediation Components
Specialist Resource

CASE STUDY

Delivering Optimised Remediation Solutions

Our unique and proven approach to remediation has had significant benefits for our customers. EQ helped a retail bank to achieve projected savings of C.£14m through the use of automation to deliver a remediation project.