Compliance was masking resolution failure
Steps were evidenced, but customers still needed repeat contact before issues were properly resolved.
01 / Problem
1.85 million complaints,
and now the FCA wants action, not excuses.
As complaint volumes stabilise and regulatory scrutiny deepens, firms face a new test: can you evidence that every interaction leads to a fair outcome? In 2026, the FCA is no longer just assessing process, it is demanding proof.
Average QA scores hid variation
Stable team scores hid inconsistent behaviours across the same customer journey.
Complaints were increasing for preventable reasons
Escalations were driven by incomplete explanations, unclear ownership and weak first-time resolution.
Coaching chased scores, not behaviours
Feedback focused on missed checkpoints, not the behaviours behind repeat contact and weak resolution.
Consumer Duty changed the standard
The operation needed to evidence good outcomes, not simply prove that process had been followed.
Reporting created visibility, not control
Dashboards created visibility, but insight was not consistently converting into operational control.
Kura partnered with a UK banking client to turn visible activity into evidence of better customer outcomes.
While QA was strong and processes were followed, repeat contact and complaint demand revealed where outcomes were being missed, enabling targeted coaching, stronger controls and outcome-led reporting.
Outcome-led QA redesign
Moved QA away from checkpoint compliance and towards evidence of customer understanding, ownership and resolution quality.
Complaint driver mapping
Linked repeat contact and escalations to specific behavioural failure points, not just generic complaint categories.
Targeted coaching model
Used the insight to coach the behaviours creating avoidable complaints, including weak explanations and unclear ownership.
FOS risk visibility
Created a clearer view of where complaints were likely to escalate and where outcomes would be harder to defend.
+15%
improvement in First Contact Resolution
Fewer customers needing to get back in touch, reducing downstream complaint risk.
23%
reduction in repeat complaints
More issues were resolved first time, reducing repeat demand and complaint risk.
12%
reduction in FOS-risk escalations
Better resolution and clearer ownership reduced avoidable escalation pressure.
+8%
improvement to outcome-based QA results
Coaching focused on behaviours that protect customer outcomes, not just scores.
Complaint control
Insight focused on the drivers most likely to create repeat contact or escalation.
Behaviour change
Coaching was built around the actions that changed customer outcomes.
Regulatory lens
The model helped evidence fair outcomes in a Consumer Duty environment.
Operational control
Dashboards became triggers for action, not just performance visibility.
We can show where complaint risk is building before it becomes a trend.
Our tailored report reviews complaint drivers, repeat contact, QA outputs and customer journeys to pinpoint the behaviours and process gaps creating escalation pressure.
1
Identify the top drivers of repeat contact, complaints and FOS risk.
2
Pinpoint the behaviours and process gaps creating avoidable escalation.
3
Receive a clear report with practical actions for coaching, QA and control.