Working With Motor Finance Firms To Deliver Positive Customer Outcomes
As Motor Finance firms adapt working practices to align with the FCA’s Consumer Duty to provide good customer outcomes and prevent consumer harm, EQ Customer Resolutions is here to work in partnership with you. Our teams can support in many areas:
Assessments of irresponsible lending and affordability/suitability
Commission model complaints and DSAR requests
Mechanical and technical service quality complaints and enquiries
Collections/recoveries work and vulnerable customer care
Remediation and redress programmes
Specialist customer complaints and feedback management platform
Managing increased workload volumes resulting from CMC activity
EQ’s customer-facing specialists can help manage increases in the volume and complexity of customer complaints and enquiries.
EQ’s consultants and specialist resourcing experts cover many core disciplines. We have a proven track record in dealing with: vulnerable customers, customer journeys, complaints, and complex customer service queries. To support your existing teams, with 20+ years’ experience, we provide contingent resources and cost-effective solutions at times of high demand and transition.
As a strategic partner, EQ provides the people, processes, and technology to help you manage remediation programmes. This means you don’t have to contract, engage and manage multiple suppliers. From the initial planning and cohorting, through to customer communications and final payments, we can manage the entire process.
Our Complaint Insight Service and award-winning complaints and feedback technology allow firms to manage their complaints more efficiently. We can achieve this by automating many of the manual tasks associated with complaints and feedback management. With a suite of comprehensive MI reports, firms can also complete real-time root cause analysis and implement business improvements.
Short-term provision of resources to address busy periods
Specialist handling of complex enquiries supporting vulnerable customers
Process enhancement projects to revitalise customer engagement operations
Complaints and feedback management expertise and automation
Root cause analysis and effective management information
Management or outsourcing of remediation and compensation programmes
Quality assurance programmes and audits
Long-term outsourcing and insourcing arrangements
Performance management reviews and best practice advice
Share your customer complaints and remediation challenges with us. We’re here to help.
Get in touch with our experts