The challenge
The client engaged TCC to operate as the resource augmentation partner for the Managed Services division of a big four firm to provide specialist resource and assist in the delivery of a multiyear, outsourced complex claims handling programme across numerous workstreams in the wealth sector.
Our approach
TCC’s resourcing specialists consulted with the client, provided key market demographics and commercial information during the tender process – and played a vital role in assisting the client in securing the contract.
- The client leveraged TCC’s extensive market knowledge and network of skilled associates with advice suitability experience and relevant qualifications
- TCC identified and deployed two technical subject matter experts (SMEs) at the outset of the programme to build the quality assurance framework, and be on hand to address all technical product queries
- We deployed a large team of skilled reviewers and claims handlers across all key claims workstreams, including SIPPs, defined benefit (DB) pensions, investments, shares, mortgage advice and protection insurance.
Outcomes
- Enabled the client to ramp up with skilled specialist resource within weeks to be able to successfully deal with all incoming claims volumes
- Established the core reviewer and claims handling team within the programme. Driving productivity and skills sharing across the programme
- Continued to provide additional key resource in all areas to deal with spikes in volume throughout the duration of the programme
- Remediation of ongoing services under section 166Managed services · September 2, 2026
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- Top-end consultancy deployment: Strategic compliance leadershipSpecialist resourcing · September 2, 2026
- Specialist resourcing: Strategic partnershipSpecialist resourcing · September 2, 2026
- Complaints & Claims Handling
- Redress & Remediation
- Suitability, Advice Quality & File Reviews
- Vulnerable Customers
- BankingTCC helps retail banks, challenger banks, building societies and specialist banking providers strengthen governance, manage financial crime risk and demonstrate good customer outcomes. Our specialists support Consumer Duty, remediation, regulatory transformation, FCA intervention and compliance assurance programmes through advisory, managed services, specialist resourcing and technology-enabled compliance. With more than 25 years of experience supporting FCA-regulated firms, we help banks respond confidently to regulatory scrutiny while strengthening operational resilience and customer trust.
- General Insurance & ProtectionTCC helps insurers, brokers, MGAs and protection providers evidence fair value, strengthen customer outcomes and identify emerging customer harm. We assess product governance, claims performance, distribution oversight and vulnerability risks, helping firms create regulator-ready evidence, improve operational performance and demonstrate that products and services deliver value throughout the customer lifecycle.
- Lending & Consumer CreditTCC helps consumer credit firms evidence good outcomes, strengthen affordability and vulnerability frameworks, and manage complaints, remediation and regulatory risk. We support lenders with practical, regulator-ready compliance programmes that improve governance, customer treatment and operational resilience.
- Pensions & Retirement IncomeTCC helps pension providers, retirement specialists, advisers, platforms and consolidators strengthen retirement income governance, evidence customer outcomes and manage regulatory risk. Our specialists support firms with retirement income reviews, ongoing servicing assessments, Consumer Duty programmes, DB transfer reviews, vulnerability frameworks, remediation projects and compliance monitoring across the customer lifecycle.