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Financial Services

World Class Customer Service powered by Continuum™

Financial Services

In a sector that is a minefield of competition, regulation and compliance, but where serving customers well and proactively pays off, many of the UK’s leading financial service organisations use Charter Continuum to meet the challenges of FSA regulation and deliver an enhanced customer experience.

With growing complaints, the Office of Fair Trading’s recommendations on bank and credit card administration and penalty fees, and a focus on Treating Customers Fairly (TCF), it has become essential that complaints are tracked and worked in line with FSA guidelines and that those TCF principals are embedded in the systems that organisations use.

Charter Continuum provides an efficient and cost effective solution for Financial Service organisations to comply with industry regulation. Featuring a dedicated FSA Compliance Module, Charter Continuum ensures a consistent approach to complaint and feedback management capable of adapting to the changing needs of a regulatory environment.

Charter Continuum FSA Solution Highlights

• Reduces the time taken to compile FSA complaint reports
• Captures and reports against all non-regulated complaints
• Provides a clear picture of financial adjustments
• Delivers powerful Management Information reports
• Reduces customer case resolution times
• Embeds complaint handling TCF principals
• Integrates with legacy systems to provide a single view of customers
• Maintains brand integrity through 3rd party control and management
• Provides valuable root cause analysis data
• Extends customer service functionality to frontline staff and operations