In today’s regulatory and customer-centric environment, complaints handling has become a critical function, central to trust, compliance and reputation. Yet many organisations are struggling to manage increasing volumes, evolving regulatory expectations and the need for consistent, high-quality outcomes.

KPMG’s Managed Services for Complaints Handling provides a scalable, technology-enabled solution to run and transform your complaints operations, delivering efficiency, insight and demonstrably better customer outcomes.

Industry challenges

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Rising complaint volumes and operational strain

High volumes of complaints continue to stretch existing operating models, creating backlogs and impacting service levels.

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Delivering consistent, high-quality outcomes

Ensuring fair, consistent and well-evidenced outcomes across all complaints remains a key challenge for firms.

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Increasing regulatory scrutiny

Evolving FCA requirements and Financial Ombudsman Service expectations are raising the bar for complaints handling and oversight.

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Root cause identification and remediation

Many firms struggle to effectively identify root causes of complaints and drive meaningful upstream improvements.

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Fragmented processes and inefficiencies

Legacy processes, manual workarounds and disconnected systems reduce efficiency and increase handling times.

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Underutilised customer insight

Complaints data is often not fully leveraged to improve products, services and customer journeys.

How KPMG can help

We deliver end-to-end complaints handling through a combination of operational expertise, regulatory insight and advanced technology. Our approach goes beyond managing complaints, we transform operations to improve efficiency, strengthen compliance and deliver consistently better customer outcomes.

End-to-end operational delivery

We take ownership of the full complaints lifecycle, rapidly mobilising teams to stabilise operations, clear backlogs and deliver consistent, high-quality outcomes.

Regulatory expertise embedded by design

Our deep understanding of FCA expectations ensures complaints are handled fairly, consistently and with robust auditability, reducing regulatory risk.

Technology and AI-enabled efficiency

We combine workflow tools, automation and AI agents (summarisation, correspondence, policy support) to increase productivity, reduce handling times and improve consistency.

Insight-led continuous improvement

We unlock the value of complaints data through root cause analysis, sentiment analytics and Voice of Customer insights, driving upstream improvements across products and journeys.

Outcome-focused quality and control

We embed QA, customer outcomes testing and control frameworks directly into operations, ensuring compliance and continuously improving performance.

Our Managed Services in action

UK Building Society | AI-enabled complaints transformation

The challenge
The client faced increasing complaint volumes and needed to improve efficiency, consistency and regulatory compliance. Existing processes were manual and resource-intensive, limiting productivity and slowing response times.

Our KPMG solution
KPMG designed and deployed AI-enabled capabilities within the complaints operation, alongside operational improvements:

Implemented AI agents for complaint summarisation, correspondence drafting and policy support
Designed and validated solutions to meet regulatory and compliance standards
Delivered training to embed AI tools into day-to-day operations
Enhanced processes and operating model to improve end-to-end efficiency

Results

Average time savings achieved across key activities:
6.8 minutes per complaint summarisation
23.6 minutes per correspondence drafted
6.75 minutes per policy query

Improved productivity and case handling efficiency
Enhanced consistency and quality of customer communications
Strengthened compliance and operational control

National Retail Bank | Large-scale complaints backlog remediation

The challenge
A series of technology issues led to a significant backlog of complaints across multiple product lines, putting regulatory deadlines and customer outcomes at risk.

Our KPMG solution