Large supplier gains £0.4m reduction in Ombudsman fees

Written by Craig Sutherland
03 Aug 2023


Our client was spending around £1m per year on Ombudsman fees and wanted help to identify cost reduction opportunities.​


BFY did a collaborative data review with the Client, before completing off site analysis and call listening activity for customers who took their cases to the Ombudsman.

This provided a rich source of insight into the handling of customers, along with common themes for customers who had a greater propensity to escalate their complaint.


Following a series of solution trials involving leadership and advisors, we were able to implement changes to resolution review processes and systems, which delivered cost reduction of £0.4m.

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Lauren McCullough


Lauren leads our clients through Operational Excellence, Lean Transformations and Continuous Improvement activity.

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Craig Sutherland

Senior Consultant

Craig has experience working on both large and small-scale business transformations, IT and people migration programmes, change management and leading cultural transformation.

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Leanne Armstrong

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Leanne helps clients to achieve operational excellence through demand reduction, process optimisation, and cost to serve initiatives.

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