Large UK Retail Bank

Automating redress and remediation to reduce losses and ensure regulatory compliance

Built and ran a fully automated redress solution for unsecured loans and mortgages

Ensured Consumer Credit Act compliance at scale

Significantly reduced daily interest losses for the bank

Large UK Retail bank logo mockup

the challenge

A large UK retail bank faced urgent regulatory pressure to deliver redress to thousands of customers across unsecured loan and mortgage products.

The core challenges included:

  • Daily financial losses due to inability to charge interest on non-compliant accounts
  • The need to process high volumes quickly with minimal manual intervention
  • Tracing and remediating customers with closed accounts
  • Designing a system compliant with the Consumer Credit Act

The project required a full end-to-end solution that could be delivered under pressure while protecting customer outcomes and data quality.

the solution

Dufrain partnered with the bank to design, build, and support a fully automated redress and remediation engine. This included:

  • Customer segmentation and issue identification
  • Data quality filtering and address tracing
  • Progress tracking and third-party interface integration
  • Design, testing, and live support of the full solution

Where requirements were incomplete, Dufrain collaborated with business and data analysts to define them and shape the technical solution. Post-launch, the team managed production execution, resolved defects, delivered changes, and supported ad-hoc data analysis.

Dufrain maintained regular engagement with senior stakeholders to prioritise account segments and ensure project momentum.

the outcome

  • Delivered fair compensation to thousands of customers across high-volume accounts
  • Significantly reduced daily interest losses due to compliance delays
  • Successfully traced and resolved issues with historic closed accounts
  • Provided a scalable framework for future redress initiatives
  • Strengthened the bank’s regulatory compliance and risk posture

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Victoria Whittacker - Head of Business Development
Victoria Whittaker

Head of Business Development

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