The Challenge: Lacking Insight into Complaint Data
A large international life assurance company needed to enhance its operational oversight and meet its regulatory obligations for Treating Customers Fairly (TCF). While the company was logging complaints, the data was siloed and difficult to analyse, making it impossible for senior management to see clear trends, identify the true root causes of errors, or track 'Voice of Discontent' (VOD) feedback effectively.
The business required a comprehensive, end-to-end system to not only *capture* all complaint data but also *analyse* it and *present* it in a clear, actionable format for senior leadership.
The Solution: A Bespoke MI & Root Cause Analysis Framework
Working as a key member of the operational oversight team, Martyn designed and implemented a new, robust complaints management framework from the ground up. This involved three core components:
- 1. The "Complaint Master" Tool: A comprehensive, macro-enabled Excel database (the "ComplaintMaster" tool) was built to act as the 'single source of truth'. It allowed for the detailed capture of all complaints, VODs, and internal errors, including categorisation by reason, financial impact, and human vs. system error.
- 2. Root Cause Analysis (RCA) Process: A formal RCA process was introduced to move beyond surface-level blame. This ensured every upheld complaint was analysed to determine its true origin (e.g., process flaw, training gap, system issue), with actionable recommendations assigned.
- 3. Senior Management MI Pack: A detailed monthly MI pack (the "Monthly Complaints & TCF Analysis") was developed. This Word document translated the raw data from the Excel tool into clear, graphical insights for the Senior Management Group (SMG), highlighting trends, breakdown of causes, and tracking the resolution of required actions.
The Results: Data-Driven Operational Improvement
The new framework was a success, embedding a culture of data-driven analysis and continuous improvement. The key outcomes were:
- Provided the Senior Management Group with a much improved clear, consolidated view of all complaint and error related data and trends.
- Enabled the business to identify and remedy systemic issues, such as delays in specific departments due to poor systems integration or regularly misunderstood communications.
- Created a formal system for tracking "Actions Required," ensuring that errors were not repeated.
- Firmly met regulatory expectations for TCF by demonstrating a robust system for listening to, analysing, and acting upon customer feedback.
- Empowered staff at all levels to understand the importance of root cause analysis and to contribute to operational improvements.
- Resulted in a net reduction in overall complaints as well as errors in key business focus areas, which translated into lower operational costs.
This project showcases a core MJBTS skill: the ability to analyse a complex operational environment, build bespoke tools, and create clear management information that empowers leaders to make effective, data-driven decisions.