TRUSTED BY INDUSTRY LEADERS
UK FINANCIAL SERVICES BENCHMARK
See how you compare to leading financial institutions.
See how you compare to leading financial institutions.
Noxus transforms FCA complaints data into a benchmark of UK financial-services operations, revealing how firms compare on speed, customer outcomes, and execution quality.
Noxus transforms FCA complaints data into a benchmark of UK financial-services operations, revealing how firms compare on speed, customer outcomes, and execution quality.
Our analysis
What we found in the FCA data
The Resolution Gap
Over half of complaints take longer than three days to resolve — and the rate is getting worse, not better. We break down why automation gains have plateaued since 2022.
Resolution speed
The Compound Cost of Slow & Wrong
54.7% slow. 57.9% upheld. When you layer resolution speed against accuracy, the implied redress cost is £75k per 1,000 complaints—before handling costs.
COST analysis
Two Models, Neither Optimal
The firm-level data reveals two distinct approaches to complaint handling in UK banking: fast but expensive, or accurate but slow. We show why neither closes the gap.
Firm-level data
The Benchmarking Gap
Within the same sub-sector, the spread between top and bottom quartile on resolution speed is over 30 percentage points. The gap is a process problem, not a complexity problem.
Benchmarking
Analysis
What the data reveals
The Resolution Gap
Over half of complaints take longer than three days to resolve — and the rate is getting worse, not better. We break down why automation gains have plateaued since 2022.
Compound Cost of Slow & Wrong
54.7% slow. 57.9% upheld. When you layer resolution speed against accuracy, the implied redress cost is £75k per 1,000 complaints—before handling costs.
Two Models, Neither Optimal
The firm-level data reveals two distinct approaches to complaint handling in UK banking: fast but expensive, or accurate but slow. We show why neither closes the gap.
The Benchmarking Gap
Within the same sub-sector, the spread between top and bottom quartile on resolution speed is over 30 percentage points. The gap is a process problem, not a complexity problem.
UK FINANCIAL SERVICES BENCHMARK
See how you compare to leading financial institutions.
Noxus transforms FCA complaints data into a benchmark of UK financial-services operations, revealing how firms compare on speed, customer outcomes, and execution quality.
Turn your customer Inbox into resolved processes
Trusted AI workers that gather evidence, apply policy, and execute audited actions — moving complaints, documents, and tickets from intake to done
Enterprise-grade security
SOC 2 TYPE I & ISO 27001
Made in Europe
Based in London & Lisbon
Turn your customer Inbox into resolved processes
Trusted AI workers that gather evidence, apply policy, and execute audited actions — moving complaints, documents, and tickets from intake to done
Enterprise-grade security
SOC 2 TYPE I & ISO 27001
Made in Europe
Based in London & Lisbon
Turn your customer Inbox into resolved processes
Trusted AI workers that gather evidence, apply policy, and execute audited actions — moving complaints, documents, and tickets from intake to done
Enterprise-grade security
SOC 2 TYPE I & ISO 27001
Made in Europe
Based in London & Lisbon