Financial Services

Customer experience for financial services.

Kura partners with banks, insurers and financial services providers to design customer experience solutions that improve customer outcomes, strengthen operational performance and build long-term customer trust.

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The Financial Services Landscape

Every interaction has to evidence a good outcome.

Consumer Duty demands evidenced good outcomes across support, understanding, and price and value. Treating Customers Fairly, vulnerability guidance, KYC and AML shape every interaction — and every failure creates complaint, remediation and regulatory risk.

Higher customer standards.
Delivering good customer outcomes is now the expectation.

Increasing financial vulnerability.
More customers need tailored support and fair treatment.

Regulatory scrutiny.
Consumer Duty and FCA expectations continue to raise the standard.

Poor customer experiences don’t end with a dissatisfied customer. They become complaints, remediation, Financial Ombudsman referrals, regulatory scrutiny and reputational damage. Success requires more than additional resource — it requires a partner who understands the regulatory environment, the pressures facing your customers and the standards your organisation is expected to uphold.

Why Kura

Regulated to sell, not just service.

We are FCA regulated to sell as well as service, so the same advisor can handle a query, spot the need and close it in one conversation — with Consumer Duty and conduct rules built into how the sale is judged.

Our advisors understand Consumer Duty, Treating Customers Fairly, vulnerability and the importance of evidencing good customer outcomes. They work within DISP requirements, understand the eight-week Financial Ombudsman referral point and recognise where regulatory friction is necessary to protect both your customers and your business. Whether supporting complaints, customer service or regulated insurance sales, every interaction is designed around your policies, your customers and the standards your organisation is expected to uphold.

Explore how we work

Services

Every customer interaction influences trust.

Whether resolving complaints, supporting vulnerable customers, improving service quality or delivering regulated sales conversations, our specialist teams help financial services organisations deliver better customer experiences where they matter most.

Complaints

Complaint volumes across banking, insurance and consumer credit remain consistently high, while the expectations for handling them continue to increase.

Consumer Duty requires organisations to demonstrate good customer outcomes, not simply close cases. DISP rules govern complaint handling, root cause analysis and reporting, while complaints unresolved after eight weeks can be referred to the Financial Ombudsman Service, bringing case fees, redress exposure, uphold rate scrutiny and reputational damage.

Claims events and market wide issues can quickly create complaint volumes that exceed in-house capacity. Internal quality scores may appear healthy while Ombudsman decisions tell a very different story.

Our complaints operations are designed around Consumer Duty, DISP obligations and Financial Ombudsman expectations. Root cause analysis sits at the centre of our approach, helping organisations resolve complaints efficiently while reducing the issues that create future demand. We understand where regulatory friction is necessary and where customer experience can be improved without increasing risk.

Results

12%

fewer cases escalated to the Financial Ombudsman

15%

improvement in right first time resolution

98%

good customer outcomes

Customer Service

Delivering consistently excellent customer service has never been more challenging.

Consumer Duty has raised the standard for customer support, while Treating Customers Fairly, vulnerability guidance, KYC and AML requirements shape every interaction. At the same time, legacy systems, increasing demand and operational cost pressures make consistency difficult to achieve.

Poor service creates more than dissatisfied customers. It generates complaints, remediation activity and increased regulatory risk.

Our customer service solutions are designed around FCA expectations, accessibility, vulnerability and fair treatment. Rather than treating compliance as a separate process, we build it into advisor development from day one. Combined with customer journey analysis and continuous coaching, this helps reduce avoidable demand while improving consistency across every interaction.

Results

13%

higher QA scores than in-house teams

4.9

review score across Trustpilot and Feefo

99%+

validated good customer outcomes

Insurance Sales

Customers compare, renew and switch providers in minutes, making every interaction an opportunity to strengthen relationships or lose them altogether. Consumer Duty, ICOBS and pricing regulation require organisations to demonstrate fair value, suitable recommendations and confidence that customers understand the products they purchase.

Pressure selling and unsuitable recommendations may increase short term conversion but often result in complaints, cancellations and regulatory exposure.

Our advisors are FCA regulated to sell as well as service, allowing the same advisor to identify customer need, recommend the right solution and complete the sale within a single conversation. Sales performance is measured against customer outcomes, regulatory requirements and suitability, not conversion alone. Advisors are also developed to recognise vulnerability and understand when the right outcome is not to sell.

Results

40%

higher conversion than other outsource partners

15%

higher conversion than in-house teams

99%+

validated good customer outcomes

Let's build a customer experience that's right for your business.

If you're looking for a customer experience partner that takes the time to understand your business before designing the right solution, we'd love to start the conversation.

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