Create better outcomes - The Huntswood Podcast

Huntswood’s CEO, Martin Dodd, is joined by Gavin Halliday, Chief Disruption Officer at Virgin Money, who draws on his vast experience within financial services to discuss what can be gained when customers are able to speak to the right person straight away.

If a customer is feeling frustrated or angry, the experience they have when lodging a complaint can shape the future of their relationship with the brand. The more that a company can do to resolve complaints at first point of contact (FPOC), or within a short window thereafter, the better the chances of customer satisfaction. In fact, our Complaints Outlook 2021 report found that 80% of customers are retained when a complaint is resolved within the first two days. This means there is a real opportunity for firms who prioritise FPOC to build strong retention and advocacy moving forwards.

Join us as Martin and Gavin discuss the importance of FPOC, the need for a smooth handover process when the complaint cannot be resolved immediately, and how firms can empower employees to deliver better customer outcomes through the complaints process.

For further insights and publications please visit the insights section of the Huntswood website.

For more information on Huntswoods services visit Huntswood.com

If you would like to get in touch regarding future podcast topics or would like to contact the speakers please do send us an email: [email protected]

Complaints occur when the relationship between a brand and customer is at most risk of erosion. If handled right, a complaint can result in long term loyalty and advocacy. However, if handled poorly, it can result in losing that customer completely. This begins from the very first step in a customer’s complaints journey: research from our Complaints Outlook 2021 report found that customers who find it easy to complain are 28% more likely to stay with their provider.

To explore this in more detail, Richard talks to Sam Bettis, Social Media Director at UX agency Ethology, and Patricia Riddell, Professor of Applied Neuroscience at Reading University. They discuss the behavioural impact that barriers in the complaints journey can have, the knock‐on effect for brands, the benefits of listening to customers and what steps firms can take to ensure best practice.

The general insurance industry is hugely important to the UK economy.  The sector has been getting a lot of media scrutiny of late, in particular around some of the issues as a result of  COVID-19  for example travel insurance and business interruption policies. Customers will want to know that they can trust their insurance provider,  that they are receiving a fair price and  they are not being penalised for their loyalty.

Firms are also awaiting the FCA's pricing market study report - due by the end of this year or start of 2021,  - it is of no surprise that this topic is high on the agenda for firms given the regulators' increased focus in this area.

John Withington, former Senior Ombudsman and associate of Huntswood joins Nikki Ceko, Huntswood’s General Insurance Account Director and Paul Dyer, Huntswood's Head of Regulatory Risk and Assurance, to discuss the anticipated FCA market study.  Discussion centres around the possibility there may be certain elements that firms will be reluctant to change because of a direct financial impact on the business or an impact on their competitiveness. Are firms waiting for the FCA to instruct the industry to move as a whole or should individual firms be proactive, if so, what should they be doing right now?

Our expert insight keeps you up-to-date on the latest industry developments and regulatory changes, providing the guidance needed to drive better outcomes for your business and your customers.

For further insights and publications please visit the insights section of the Huntswood website.

For more information on Huntswoods services visit Huntswood.com

If you would like to get in touch regarding future podcast topics or would like to contact the speakers please do send us an email: [email protected]

Following his interview with Baroness Ros Altmann, Zein is joined by Paul Dyer and Andy Sutherland, to continue the discussion on Defined Benefit Pension Transfers.

As the regulator takes a more interventionist approach, we consider what this means for advisers, firms, and the advice industry as a whole. We talk through pro-active steps and actions firms should be taking to get ahead of regulatory expectations.

With stories of bad practice hitting the headlines and the FCA supporting consumers with their advice checker tool, Zein and guests also consider what consumers should be doing right now if they've transferred out of their Defined Benefit Pension.

Our expert insight keeps you up-to-date on the latest industry developments and regulatory changes, providing the guidance needed to drive better outcomes for your business and your customers.

For further insights and publications please visit the insights section of the Huntswood website.

For more information on Huntswoods services visit Huntswood.com

If you would like to get in touch regarding future podcast topics or would like to contact the speakers please do send us an email: [email protected]

The pensions sector has seen and will continue to see significant change over the coming years. There have been several legislative and regulatory changes recently that are all designed to improve retirement outcomes. This was further demonstrated by the FCA’s most recent research and subsequent policy updates regarding Defined Benefit pension transfers. With even more changes on the horizon, and the current global climate to consider, Zein Al Bader, Director of Insurance and Wealth at Huntswood, took the opportunity to catch up with Former Pensions Minister, Member of the House of Lords and Huntswood Advisor, Baroness Ros Altmann.

For further insights and publications please visit the insights section of the Huntswood website.

For more information on Huntswoods services visit Huntswood.com

If you would like to get in touch regarding future podcast topics or would like to contact the speakers please do send us an email: [email protected]

Outstanding consumer credit lending in the UK alone rose to £225 billion last year, that’s more than five million individuals saddled with over £10,000 worth of personal debt. With the market ever-changing, driven by regulation, technology, and consumer wants and needs. Huntswood’s Matthew Drage, Paul Dyer, and Richard Brown zone in on the topic of ‘Affordability’ and the challenges responsible lending poses to firms.

For further insights and publications please visit the insights section of the Huntswood website.

For more information on Huntswoods services visit Huntswood.com

If you would like to get in touch regarding future podcast topics or would like to contact the speakers please do send us an email: [email protected]

Huntswood's Matt Drage and Paul Dyer discuss the FCA's business plan for 2020 and what to look out for over the coming months. This includes a view on the FCA's temporary interventions, the continued focus on good customer outcomes and other key takeaway messages for regulated firms.

For further insights and publications please visit the insights section of the Huntswood website.

For more information on Huntswoods services visit Huntswood.com

If you would like to get in touch regarding future podcast topics or would like to contact the speakers please do send us an email: [email protected]