Aptean Respond
Shawbrook Bank Embraces Aptean Respond to Excel in Complaints Management Industry Banking
Challenges
» New regulations, including
Consumer Duty, changing standards for case remediation
» Receiving an influx of
DCA-related inquiries requiring attention
» In need of mechanism to
handle feedback and dispute resolution
Benefits
» Unified complaints
management system ensures accuracy of data
» Highly configurable interface
allows for multiple workstreams
» More robust and flexible
root cause analysis process implemented
Shawbrook just might be “the biggest bank you’ve probably never heard of.” It’s a UK-based specialist bank that offers competitive interest rates and easy access to financial services, including business and consumer loans, as well as savings products. Shawbrook has experienced significant growth in recent years by focusing on providing convenient financial solutions. With that growth has come the need to deal with customer complaints in a more efficient and effective manner. So in 2018, the bank’s leadership wisely decided that the old method of case management—using a complicated spreadsheet that could be edited by many employees—needed to be replaced with a purpose-built solution.
Leveraging a Cloud Solution Shawbrook’s decision-makers chose Aptean Respond, a leading complaints management system, with a cloud deployment on the Software as a Service (SaaS) model. Recently, the business has aimed to use the system to prepare the business for new requirements, such as the Consumer Duty rules introduced by the Financial Conduct Authority (FCA). “Over the last year we’ve been going on a journey as a department to mature the way we manage risk.” said Fay Northcott, RCA, MI and resolution delivery manager at Shawbrook. “We’ve developed our use of Respond to support us in that.” By reimagining processes such that all complaints management-related activities flow through the system and utilising the robust Configuration Manager and Quality Accelerator modules, the business is truly making the most of its investment in the software. Read on to learn more about Shawbrook’s use of Aptean Respond and how it’s helping the bank succeed in customer service and regulatory compliance.