Redress & Remediation
Need to deliver a redress programme customers, boards and regulators can trust?
TCC helps firms deliver consistent, defensible redress and remediation outcomes, supported by proven methodology and governance.
TCC helps FCA-regulated firms identify, assess and remediate customers with confidence. We design redress methodologies, identify affected customer populations, calculate liabilities, conduct customer reviews and provide the governance, quality assurance and operational capacity needed to deliver fair customer outcomes. Combining regulatory expertise, managed services, specialist resourcing and technology-enabled solutions, we help firms execute remediation programmes efficiently and at scale.
What we help with
Supporting redress, remediation and customer review programmes from methodology to outcome evidence
When do firms typically come to TCC?
Organisations engage TCC when customer harm has been identified, redress liabilities need quantifying or operational delivery requirements exceed available internal capacity. We support firms undertaking past business reviews, discretionary commission redress programmes, customer review exercises and large-scale remediation initiatives where customer outcomes, consistency, governance and regulatory scrutiny are critical. We also help organisations respond to regulatory feedback, prepare for FCA engagement and evidence fair outcomes throughout programme delivery.
What does a TCC engagement look like?
We begin by defining scope, methodology and governance before identifying affected customer populations and calculating potential liabilities. Depending on programme requirements, this may include discretionary commission redress methodologies, past business review frameworks, customer file reviews, quality assurance programmes and technology-enabled review solutions. We provide specialist advice, managed delivery teams and operational support to help firms deliver accurate, efficient and defensible remediation outcomes at scale.
What do clients receive at the end?
Clients receive a fully evidenced remediation programme supported by robust methodologies, quality controls, governance reporting and documented customer outcomes. Deliverables may include customer population analysis, redress calculations, past business review findings, customer review outcomes, management information, FCA-ready reporting and assurance activities that provide confidence in programme delivery and fairness.
Services covered
Delivering redress and remediation at scale, with methodologies and evidence that customers, boards and regulators can trust
Remediation programmes are judged on whether the right customers were identified, treated fairly and put back into the position they should have been in. TCC combines regulatory expertise with large-scale operational delivery to design defensible methodologies and then run the programmes that apply them.
- Customer harm assessments
- Customer population identification
- Redress methodology design
- Liability estimation & redress calculations
- Consumer Duty remediation
- Discretionary commission redress
- Past business reviews
- Customer review & file review programmes
- Advice suitability reviews
- Complaint remediation
- Data remediation & customer tracing
- Operational delivery & case handling
- Managed remediation delivery & specialist resourcing
- Quality assurance & outcome testing
- Programme governance & oversight
- Executive, board & regulatory reporting
- FCA engagement support
- Technology-enabled review programmes
- Customer population analysis
- Outcome testing and evidence
- Programme mobilisation
- Regulatory engagement support
- Remediation governance and oversight
Case studies
We have over 20 years of redress and remediation experience
Advisory ServicesComprehensive UCIS review without the cost burdenBy combining UCIS expertise, remediation support and adviser upskilling, TCC Group enabled the client to address historic issues, strengthen its sales processes and establish an ongoing…Read more →
Specialist resourcingStrategic resourcing: Complex claims handlingFrom suitability reviewers to technical SMEs and claims handlers, TCC rapidly deployed skilled resource across multiple workstreams to help meet fluctuating claims volumes and programme demands.Read more →
Specialist resourcingSpecialist resourcing: Strategic partnershipDiscover how TCC Group's 20+ year strategic alliance has delivered specialist resourcing at scale, supporting 300+ projects, 50+ clients across the UK, EMEA and APAC, 8,000+…Read more →FAQs
Common questions
What is a redress programme?
A redress programme is a structured process for identifying affected customers, assessing potential harm and delivering fair compensation or corrective action where appropriate.
How do firms identify customers who may require redress?
This typically involves customer population analysis, file reviews, data assessments and agreed methodologies that determine which customers may have been impacted.
Can TCC calculate customer redress?
Yes. We support firms with redress methodologies, calculations, quality assurance and governance, helping ensure outcomes are fair, consistent and well evidenced.
Can TCC manage remediation programmes on behalf of firms?
Yes. We provide managed services, specialist resources and operational delivery support across every stage of remediation and redress programmes.
Can TCC support large-scale customer review exercises?
Yes. We can rapidly mobilise trained review teams, quality assurance specialists, operational managers and subject matter experts to support programmes of all sizes.
Can TCC support FCA engagement?
Yes. We regularly help firms prepare methodologies, governance documentation, reporting packs and evidence to support regulatory engagement and programme oversight.
How does TCC ensure consistency across large programmes?
We combine governance frameworks, quality assurance controls, documented methodologies and experienced delivery teams to help ensure consistent and defensible outcomes.
Which sectors does TCC support?
We support firms across wealth management, pensions, banking, lending, payments, insurance and motor finance sectors.
Can TCC support discretionary commission redress programmes?
Yes. TCC supports firms with discretionary commission redress methodologies, customer population identification, redress calculations, quality assurance, governance and operational delivery, helping organisations manage large-scale remediation programmes with confidence.
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