Customer Remediation

Whatever Your Customer Challenges, Whenever Your Customers Challenge

EQ improves the performance of customer service and complaints operations. Meeting regulatory and customer promises with exceptional results.


For Outstanding Outcomes

Consultancy. Resourcing. Technology. Insights.

Combined, our four services deliver more than the sum of their parts to allow us to make outstanding customer resolutions a reality for you. How?

EQ delivers projects and BAU from start to finish. But at any point in the customer journey, we're here to help. 


Four Services, Connected

Take a closer look at our core services. In practice, they all connect. For each task, we select the relevant combination. Saving you time, money, and effort.

Consultancy

Consultancy Icon

Transform the way you help customers with our practical customer resolution consultants.

Uniquely we:

  • Consult - on process improvements, operating model efficiencies, and cost-saving initiatives.
  • Design - better approaches to customer resolution challenges.
  • Deliver - unique solutions and capabilities from our connected services that best suit your needs.


DISCOVER OUR CONSULTANCY DIFFERENCE

Specialist Resourcing

Resourcing Icon

Swiftly boost your customer-facing capabilities with our hard-to-find resources and highly experienced teams.

Our specialists help you to:

  • Fill skills gaps and help your teams to manage peaks in activity.
  • Maintain your service levels via our managed services teams to own projects within your business.
  • Run an entire project with an outsourced team.

Get to know our Specialists

Technology

Technology Icon

Take control of your complaints handling operations with our intelligent automation platforms.

Our solutions will:

  • Create seamless, multi-channel customer journeys that automate compliance.
  • Deliver best-practice expertise, fully integrated within the platform.
  • Scale to support business operations or transformation projects of any size.

Explore our Technology

Insights

Insights Icon

Reveal the hidden insights in your complaints data to help you better understand your customers.

We improve your operations by:

  • Maximising the data you already hold. Revealing trends, costs, and causes of complaints.
  • Giving early sight of process improvements and cost savings.
  • Using root cause analysis to deliver actionable insights and intelligence.

Uncover our Insights

We Deliver

Customer and complaints resolutions

Remediation and rectification projects

Regulatory change and compliance

Process optimisation and automation

Operational resilience support

Customer data analytics and insights

Transformation and change programmes

Vulnerable customer support

Skills and capacity gaps

Actionable MI and business intelligence

In Numbers

The EQ team delivers outstanding results for our clients. We're proud to share these examples of the difference we've made on some of our projects.

75 %

increase in employee productivity

£14m

cost saving achieved by outsourcing team

50 %

reduction in complaints volumes

75 %

quicker case resolution

£2m

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.

Connect

Jonathan

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.

Connect

Hayley

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

We Love A Challenge

Tell us about yours today. We're here to help. 

Get in touch

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