Case Studies

Improving Quality of Advice
6th August 2009
A large financial services company recognised that they had a problem with the quality of advice being given by their advisers. Their Advice policy was bureaucratic (800+pages!), confusing and inconsistent leading to poor advice quality leve... download >>

Growing WRAP Sales - providing adviser support
6th August 2009
A major provider of financial services in the UK launched a new platform-based ”investment WRAP proposition” for advisers. They needed to overcome significant barriers to take-up in this conservative market-place and engaged us to develop a ra... download >>

Pensions Switching problems in wealth management company
6th August 2009
Our client had ineffective pensions switching advice processes leading to poor compliance and confusion about standards/policy as well as customer detriment. download >>

Customer services in a major UK bank
6th August 2009
Very high volumes of endowment complaints, backlogs growing and internal and FSA reviews showed poor completion standards and customer detriment across large number of administrative locations nationally. download >>

Overhauling the operating model of a major customer complaints department in a UK bank
5th August 2009
The operating models of UK customer services functions in financial services must balance high volumes, increasing complexity, regulatory and external scrutiny and the need to consistently control costs and processes. download >>