Complaints & Claims Handling
Are your complaints and claims operations equipped to handle increasing volumes and regulatory scrutiny?
TCC helps firms design, run and assure complaints and claims operations, from DISP compliance and root cause analysis to managed complaint handling, quality assurance and board-level reporting.
TCC helps firms manage complaint and claims operations at scale. From complaint backlogs, service-level pressures and quality assurance challenges to claims administration, root cause analysis and complaint transformation, we provide the expertise, capacity and governance needed to improve operational performance whilst delivering fair customer outcomes.
What we help with
Building confidence in complaint handling and customer outcomes, at scale
When do firms typically come to TCC?
Firms typically engage TCC when complaint volumes increase, complaint backlogs emerge, service levels deteriorate or claims operations struggle to keep pace with demand. Others require support improving complaint quality, strengthening complaint governance, increasing first-time resolution rates or building additional operational capacity during periods of regulatory change, remediation activity or peak demand.
What does a TCC engagement look like?
Our engagements are designed around the operational realities of handling complaints and claims. We assess complaint drivers, case-handling processes, service-level performance, quality assurance frameworks and management information. Depending on requirements, we can provide managed complaint handling, claims administration support, operational leadership, complaint quality assurance or specialist resources to augment existing teams.
What do clients receive?
Clients receive improved complaint handling performance, stronger complaint governance, enhanced QA frameworks, more effective management information, reduced backlogs and better control over complaint and claims operations. Where required, we also provide the operational capacity to support remediation programmes, peak volumes and large-scale customer reviews.
Services covered
Handling complaints and claims in a way that resolves harm, evidences DISP compliance and reduces repeat failure
Organisations typically seek support when complaint backlogs grow, service levels come under pressure, quality assurance concerns emerge or claims operations require additional capacity. Many also need help strengthening complaint governance, enhancing management information, identifying root causes and delivering large-scale complaint or remediation programmes. TCC combines operational expertise, managed delivery and specialist resources to help firms improve complaint and claims handling performance while maintaining regulatory confidence and good customer outcomes.
- Managed complaint and claims handling
- Complaint backlog, aged-case and surge-capacity support
- Claims administration and case reviews
- Complaint and claims quality assurance
- DISP compliance and regulatory reviews
- Root cause, trend and thematic analysis
- Operating model design and service transformation
- Vulnerable customer and customer outcome assessments
- Governance, oversight and control frameworks
- Management information and performance reporting
- Specialist operational resources and leadership
- Large-scale remediation and customer review programmes
Case studies
Work in practice
Specialist resourcingStrategic resourcing: Complex claims handlingFrom suitability reviewers to technical SMEs and claims handlers, TCC rapidly deployed skilled resource across multiple workstreams to help meet fluctuating claims volumes and programme demands.Read more →
Specialist resourcingSpecialist resourcing: Strategic partnershipDiscover how TCC Group's 20+ year strategic alliance has delivered specialist resourcing at scale, supporting 300+ projects, 50+ clients across the UK, EMEA and APAC, 8,000+…Read more →
Specialist resourcingRapidly scaling an expert team for ongoing advice reviewsStarting with 50 suitability reviewers and scaling to around 200 roles, TCC Group delivered the specialist resource, training and quality assurance needed to support a complex…Read more →FAQs
Common questions
Why are complaints important under Consumer Duty?
Complaints provide valuable insight into customer experiences, foreseeable harm and the effectiveness of customer support. Firms should use complaints data to identify trends, monitor outcomes and drive continuous improvement.
Can TCC manage complaint handling on behalf of firms?
Yes. We provide fully managed complaint handling services, specialist complaint teams and operational support tailored to your requirements.
Can TCC help clear complaint backlogs?
Yes. We can rapidly deploy experienced complaint handlers, quality reviewers and operational leads to reduce backlogs whilst maintaining quality and regulatory standards.
Does TCC provide complaint handling resources?
Yes. Through our specialist resourcing capability, we can provide complaint handlers, team leaders, quality assurance specialists, operational managers and subject matter experts to support short-term peaks or long-term programmes.
How can complaint data support Consumer Duty?
Complaint trends can help firms identify customer outcome risks, assess foreseeable harm, review customer journeys and improve support arrangements across the product lifecycle.
Can TCC support complaint transformation programmes?
Yes. We help organisations redesign complaint operating models, improve governance, strengthen quality assurance frameworks and enhance management information to deliver better customer outcomes.
Does TCC support claims handling as well as complaints?
Yes. We support both complaint and claims operations, helping firms improve consistency, quality, efficiency and regulatory compliance.
Can TCC support vulnerable customer reviews?
Yes. Vulnerable customer considerations are embedded into our complaint and claims assessment methodologies and quality assurance frameworks.
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