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      Remediation today demands more than large operational teams and tight deadlines, it requires the right combination of regulatory expertise, operational excellence, technology enablement, and the ability to scale at pace.

      KPMG Managed Services for Conduct & Remediation provides end‑to‑end support to identify, address and resolve issues stemming from customer detriment, regulatory breaches, operational failures or data/process weaknesses. Our model combines deep regulatory insight, scalable delivery and advanced technology to deliver high-quality, auditable outcomes with confidence.

      Industry challenges

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      Increasing regulatory scrutiny and expectations

      Firms face growing pressure to deliver remediation that is timely, transparent and provides good customer outcomes.

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      Complex data and legacy system constraints

      Poor data quality and fragmented systems impact accuracy, slow execution and increase programme risk.

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      Operational scalability challenges

      Large-scale remediation programmes require rapid mobilisation and the ability to scale delivery in a controlled manner.

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      High cost and resource intensity

      Remediation programmes, particularly KYC, AML and large-scale conduct reviews, require significant cost and specialist capability.

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      Delivering consistent customer outcomes

      Ensuring fair, consistent and well-evidenced outcomes across large populations remains a key challenge.

      How KPMG can help

      We combine large-scale operational delivery, deep regulatory expertise and technology-enabled innovation to run and transform remediation programmes end-to-end, delivering speed, accuracy and confidence at every stage.

      Rapid mobilisation and structured delivery

      We stand up remediation operations quickly using proven mobilisation frameworks and playbooks, ensuring a right-first-time approach and early delivery confidence.

      End-to-end programme ownership

      We manage the full remediation lifecycle, from population identification and case handling through to redress, reporting and closure, ensuring consistency and control throughout.

      Embedded regulatory and conduct expertise

      Our deep understanding of regulatory expectations ensures remediation programmes are robust, defensible and aligned to FCA and stakeholder requirements.

      Technology and AI-enabled delivery

      We deploy proven tools, including workflow platforms, redress calculators and AI-powered agents, to improve efficiency, accuracy and customer experience at scale.

      Outcome-focused quality and assurance

      Our quality framework integrates governance, QA and outcomes testing, ensuring consistently high-quality, auditable and customer-centric results.

      Closing with confidence

      We ensure remediation programmes are fully evidenced, validated and ready for regulatory scrutiny, providing confidence to stakeholders, regulators and customers.

      Our technology enablers

      Our remediation capability is underpinned by a suite of proven, technology-enabled accelerators designed to enhance efficiency, consistency, and control.

      • Copilot-powered agents streamline key remediation activities:
      • Summarisation Agent – converts unstructured data into consistent case formats
      • Response Letter Generator – produces compliant, tone-aligned communications
      • Policy & Process Agent – enables fast, accurate policy interpretation

      Our cloud-based workflow tool sits at the core of delivery, providing:

      • End-to-end case management
      • Standardised processes and controls
      • Multi-channel communications
      • Real-time MI and reporting

      A modular, configurable solution that:

      • Supports multiple products and scenarios
      • Produces accurate, auditable redress
      • Adapts to regulatory and policy changes

      Our automated QA tool enhances quality and reduces risk:

      • Voice analytics and call evaluation
      • Automated ID&V and control checks
      • Validation of treatment strategies
      • Review of written communications

      Our Managed Services in action

      UK Bank | Business & Commercial Banking remediation
       

      The Challenge

      A major UK bank needed to remediate 50,000 customers within 18 months under significant regulatory scrutiny, requiring rapid mobilisation and scalable delivery.

      Our KPMG solution

      • Built and deployed a cloud-based CDD platform within 3 months
      • Enabled automated journeys, eKYC and high-volume document processing
      • Delivered operations across four hubs with ~600 FTE
      • Managed end-to-end delivery including case handling, customer contact and SME support

      Results

      • 98% QA scores across all workstreams.
      • ~200,000 customer calls and 600,000 communications delivered
      • Peak throughput of ~5,000 cases per month
      • Established a scalable, data‑led due‑diligence process and strengthened financial crime controls
      Large UK Bank | Mortgage remediation
       

      The Challenge

      Customer detriment linked to mortgage repayment changes required a complex, regulator-led remediation programme following FOS findings.

      Our KPMG solution

      • Designed remediation processes, policies and controls post-pilot
      • Embedded programme governance, tracking and workflow oversight
      • Provided SMEs across regulation, remediation and financial loss assessment
      • Supported executive reporting and FCA engagement

      Results

      • 3,500+ cases reviewed with fair and consistent outcomes
      • Strengthened controls and complaint handling processes
      • Enabled regulatory compliance and improved operational capability
      UK Bank | Complaints backlog remediation

      The Challenge

      Technology issues created a large backlog of complaints across multiple products, putting FCA deadlines at risk.

      Our KPMG solution

      • Rapid mobilisation of 37 FTE across complaint handling and QA
      • Managed complaints across 9 product areas, including telephony support
      • Worked with the client to stabilise and improve operating processes

      Results

      • 3,000 complaints cleared within 6 months
      • FCA deadline successfully met
      • Engagement extended to support TOM design and wider transformation

      Meet the team

      For more information on Conduct & Remediation and how we can meet your requirements, please contact a member of the team:​

      Claire Shields
      Claire Shields

      Partner

      KPMG in the UK

      Kirsty Laremore
      Kirsty Laremore

      Partner, Financial Risk Management and Regulatory Practice

      KPMG in the UK

      Andrew Tonkin
      Andrew Tonkin

      Partner - Head of UK Managed Services

      KPMG in the UK

      Brendan Harley
      Brendan Harley

      Director - Managed Services

      KPMG in the UK

      Our consulting insights

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