Strengthening customer redress and remediation with independent data assurance

Dufrain deployed a skilled team of consultants to lead and deliver the Data Assurance workstream.

This included:

• Performing a detailed gap analysis of existing and proposed rectification solutions
• Identifying process gaps and data issues through in-depth documentation reviews
• Creating a tailored, auditable assurance checklist
• Building a governance model aligned with regulatory expectations

This framework enabled the bank to adopt best practices for future programmes and strengthened their ability to deliver sensitive data projects with confidence.

Dufrain acted as the final line of defence before redress decisions were executed — preventing costly missteps, incorrect customer handling, and reputational damage.

Key outcomes included:

• Identification of missing data controls that would have delayed delivery and inflated cost
• Implementation of a new Assurance framework to support future BAU projects
• Resolution of data merging errors that had led to inaccurate address records
• Development of a targeted testing approach to prevent repeat issues

Notably, Dufrain supported multiple successful remediation projects, including one in which £90 million was paid in redress to around 40,000 customers.