Equiniti, the UK’s leading outsource provider of both specialist resource and award-winning technology for case management and remediation, is pleased to announce the launch of its new Complaints & Remediation Lifecycle Management Solution.

Sue Bartlett, Managing Director of Hazell Carr, and Scott Shields, Managing Director of Equiniti Charter, are to lead the new proposition, supplying digitally integrated, end-to-end complaint handling solutions. The solution combines Equiniti’s award-winning Charter complaints technology business with the expertise within its Hazell Carr resourcing business.

Equiniti’s Complaints & Remediation Lifecycle Management delivers innovative solutions that will future- proof companies by offering a complete end-to-end complaints management and remediation process that integrates proprietary technologies and specialist personnel with FCA compliant processes.

This combination of automation and expertise has seen:

•   Improved case resolution time by 75% through intelligent processes and automation

•   A 60% reduction in support costs through automation and intelligent deployment of resources

•   Reducing processing times of 40% through letter automation

•   A saving of £14 million for a large retail bank using the remediation solution

•   Reduced handling time by 85% through automating remediation processes

  The core end-to-end solutions that Equiniti provides are as follows; customer contact, complaint management, customer response, payment processing, MI & data management, and RCA & Improvement.

  Commenting on the launch of our new Complaints & Remediation Lifecycle Management solution, Sue Bartlett and Scott Shields said:

  “We are delighted to be able to offer this unique combination of people and technology to help our clients improve customer experience, protect their business and reputation. This solution offers the scale, flexibility and adaptability required to respond to any remediation and customer programme. This integrate, high-tech approach will help our clients respond quickly and in a cost-effective manner.

  “We have created a best in class and cost-effective solution which our referenceable early adopter clients have seen is suitable for one-off remediations and on-going complaints management in full, or peak load scenarios across a variety of regulated sectors.”