Major UK Retail Bank
Delivering fair customer outcomes through scalable redress and remediation
the challenge
A major UK retail bank was engaged in a wide range of organisation-wide Redress and Remediation activities — covering products including current accounts, savings, mortgages and loans.
The bank needed to:
- Design and deliver multiple regulatory and proactive redress programmes
- Investigate issues, identify impacted customers, and provide accurate compensation
- Reduce risk of future detriment and negative customer outcomes
- Improve underlying processes to prevent recurrence
the solution
Dufrain provided experienced consultants to lead and support across all stages of the redress project lifecycle — from discovery and analysis through to execution and customer contact.
Services included:
- Identifying impacted customer populations
- Building redress calculators
- Creating segmentation strategies for customer treatment
- Address tracing and contact file creation
- Mail and payment file generation
Dufrain also worked cross-functionally with internal stakeholders to drive process improvements throughout the engagement.
the outcome
- Fair outcomes were delivered through accurate customer redress
- Proactive data-led analysis helped avoid further customer detriment
- Downstream impacts, such as credit score issues, were identified and resolved
- Time and cost efficiencies were achieved by embedding scalable data processes
- The bank is now better equipped to deliver compliant and effective remediation across product lines
All set to make your data AI-ready?
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Victoria Whittaker
Head of Business Development