Globally banking is changing rapidly.

In 2010, when Metro Bank received its banking licence, it was the first in the UK for 150 years and, since then, a number of new entrants are continuing to transform the market.

Regulation through open banking is driving greater transparency of transactions and opening up new opportunities for non-banks and technology players to offer financial services.

Neo banks are not just digitally enhancing banking products, they are redesigning services which could lead to a future of banking services being provided without banks.

Against this background of heightened potential disruption, new possibilities need to be imagined for banks to remain relevant in the future.

At Capita, we're using our experience in software, data and analytics, people solutions and specialist customer management to bring together propositions, technology, marketing, and organisational design to deliver future success.

Supporting clients in a crisis with expert complaint handling

Contact centre agent
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Insight-Achieving agility in financial services through putting the customer first

Our thinking

Achieving agility in financial services through putting the customer first

If there's a problem, getting the right help and support to customers is a priority

When a spate of stories about financial services complaints had appeared in the media, one financial services business contacted us. They knew they had to respond to the surge in negative media, by boosting their own complaint handling capability. They also realised that this couldn’t be achieved quickly enough by handling it internally.

Within the financial services world, contact agents need a wide range of very specific skills. Not just contact centre knowledge, but also specialist complaint handling, experience of supporting vulnerable customers, awareness of fraud and money-laundering and the latest regulatory procedures.

Establishing a specialist complaints team would be the most effective way to demonstrate their commitment to their customers. This meant recruiting, training and deploying a completely new team within a matter of weeks. And this was not an existing client of ours, but a brand new one.

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Explore our solutions


Finance and payment software

Complicated requirements create a need for more complex solutions. Working with a range of financial institutions and businesses in international markets allows us to create some of the most unique financial software available.

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Customer experience transformation

Trusted by some of the largest brands and public sector organisations in the UK, we have a long track record of designing better customer experiences that really fit companies' needs.

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Financial services

We're supporting the finance industry with an extensive range of solutions to meet ever-increasing digital and customer expectations and regulatory demand.

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