Consulting Practice Area
“Identifying, addressing and rectifying any potential harm or issues experienced by customers is paramount to ensure trust in an organisations’ products and services”
Delivering the right outcomes for our customers is critical, in terms of product, service, transparency, costs and charges. It ensures customer satisfaction and drives business success. Furthermore, it is integral to regulatory compliance, for example with the FCA Consumer Duty. Failure to comply and deliver the right outcomes could lead to Financial Institutions suffering significantly from both reputational and financial damage.
New Link Consulting works with our clients to identify past mistakes, fix them and ensure customers are supported to achieve the right outcomes. We believe that learning from and embedding changes from these issues is crucial for future success.
What We Do
New Link Consulting’s Customer Remediation Practice is a Practitioner-Led service comprising business consultants with a breadth of experience in conduct risk remediation and successful end-to-end execution of large scale and complex customer redress activities.
We believe our service offering is unique in managing customer remediation and regulatory programmes. Working collaboratively with the client, New Link bring the technical capability of industry experts together with the scale resources required to deliver successful results, managed by our own project management experts for an effective, efficient solution bespoke to our clients’ needs.
- Customer Remediation: Work collaboratively with clients to understand the issue, scale the solution and fix customer detriment. We can mobilise the resources required and workflow capability to deliver the customer outcomes that ensure our client meets regulatory requirements and solves conduct risk issues.
- Regulatory Best Practice: Understand and interpret complex regulatory guidelines, standards and industry insight to ensure compliance while fostering best practices within organisations aligned to regulatory expectation.
- Programme Management & Delivery: Provide a holistic approach to manage and deliver complex change programmes that meets client expectations from inception, through execution to completion with robust governance maximising project success.
- Conduct Risk: Help organisations assess and evolve the value and benefits of a strong risk culture and conduct management framework, to ensure alignment with the firm’s business and risk appetite.
- Risk & Control Frameworks: Provide a robust governance framework and develop management information to continuously monitor risks and improve risk management that builds enduring control.
- Operating Model Design: Design and implement strategic Target Operating Models (TOM) to deliver customer treatment and redress, including efficient processes and workflow solutions to optimise performance, productivity, and overall business outcomes aligned with strategic goals.
- Data Analytics: Ability to interrogate and analyse data to identify impacted customer populations for remediation and provide expertise to help clients meet external regulatory requirements such as Consumer Duty.
Our Latest Thinking
Client Transitions: Navigating Tricky Waters
December 1, 2022Client Transitions / Data Migration
November 25, 2022See Also
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Established in 2011, our practitioner-led service offering combines deep industry knowledge, gained through years of direct experience, with innovative change management skills.