In financial services, redress and compensation present valuable insight into where service can evolve. Each instance points to a moment where a customer’s need could potentially have been met more effectively and, therefore, a chance to strengthen trust and long-term satisfaction. According to the FCA’s 2024 complaints data, redress payments remain highest in sectors where early intervention is often missed, reinforcing the value of proactive service culture. 

A key to reducing redress lies in cultivating a service culture where teams approach each interaction with empathy, a positive, solution-focused mindset and the confidence to lead conversations clearly and constructively. 

At MGI Learning, we support organisations to develop these capabilities across their teams, equipping people to respond in a timely manner, communicate with empathy, find solutions and confidently address situations where they are unable to provide exactly what the customer wants.  

Mindset first: Seeing possibility, taking responsibility 

Mindset is a powerful lever in reducing redress or compensation. A solution-focused mindset means approaching every customer interaction by exploring what can be done rather than what isn’t possible. 

When service professionals feel confident in their ability to guide conversations forward, they take greater ownership. This proactive attitude can enable them to resolve issues before they escalate and creates a sense of progress that reassures the customer. 

Leaders have a vital role to play in promoting and demonstrating this customer-focused mindset. When senior leaders actively support capability development and model the values of empathy, ownership and responsibility and solution-focus, the shift is much more likely to be embedded at every level. 

At MGI Learning, we consistently see that this shift in mindset towards ownership and responsibility for making a difference leads to measurable improvements in customer outcomes. 

Empathy builds trust in every interaction 

Empathy is about understanding the customer’s perspective and communicating in a way that makes them feel heard and valued. This is especially important in emotionally charged or complex service situations. 

When teams respond with empathy, appreciating the impact of a situation on a customer, they feel respected and supported. Even when the outcome isn’t exactly what the customer hoped for, the experience can still be positive and respectful. 

Empathy lays the foundation for trust, and trust reduces the likelihood of complaint or escalation. 

MGI Learning programmes specifically equip service professionals to demonstrate empathy in a business context. The tools taught ensure customers know the service giver recognises how a situation is impacting them and that they are focused on finding solutions and a way forward.  

Communicating clearly, constructively and confidently 

Clear positive first communication is central to reducing redress. Customers are more likely to remain satisfied when they understand what’s happening, what’s possible and what to expect. 

Service professionals who use constructive, proactive, positive language such as “Let’s look at next steps together” or “Here’s how I can help”, “Some options we can look at are”, give customers confidence that their concerns are being taken seriously and actively addressed. Positive first communication is a skill taught by MGI Learning to equip all team members with language tools so they can always respond in a positive, appreciative, empathetic or collaborative manner.  

Confident handling of complaints and feedback 

Should a situation escalate to a complaint, how organisations manage the feedback is a key point of differentiation and often the tipping point between redress and resolution. 

When teams welcome feedback, stay composed under pressure and respond with fairness and empathy, customers experience service that feels both person-centred and professional. The way a complaint is handled can preserve trust and satisfaction, even when it is not resolved in the customer’s favour. 

With the right tools and training, professionals can approach these situations with confidence, finding a way forward that respects both the customer’s concern and the organisation’s position. 

Embedding a culture that prevents redress 

When individuals across the organisation adopt a mindset of ownership, empathy and solution-orientation, the opportunity to provide the highest level of service exists. This focus on service creates a culture where complaints reduce and therefore the need for redress and compensation reduces too.  

Service excellence becomes embedded into the culture. Customers experience consistency and a commitment to finding a way forward. Teams feel empowered to make a difference in every interaction – and organisations see fewer complaints, stronger relationships and lasting reputational value. 

Partner with MGI Learning 

MGI Learning helps financial services organisations build service cultures grounded in empathy, responsibility and a solution-focused mindset. Through our Mindset, Language & Actions Toolkit, we equip individuals and teams to lead every customer conversation with purpose, confidence and care. 

Let’s explore how we can support your team to reduce redress and deliver truly excellent service. Book a discovery call with us today. 

Read our latest articles

Explore our latest blogs, written on topics to help you and your people thrive at work.

Building optimism as part of your customer service ethos  

Optimism is a fundamental characteristic that shapes how service givers interact with customers, solve problems and contribute to the overall success of an organisation. Optimism fuels a positive outlook, encourages creativity in problem-solving and builds trust with customers. It empowers service givers to approach challenges as opportunities, ensuring that customers always feel heard, valued and […]

Discover

5 ways to improve customer care in your organisation 

Knowing that service-givers in an organisation care about their customers and work diligently to do their best for them is an important factor in delivering service excellence. Therefore, a clear focus on customer care should be at the heart of any organisation. Delivering exceptional service strengthens relationships while boosting customer loyalty and satisfaction. To truly […]

Discover

Empathy in Customer Service: Strategies for handling challenging situations 

Empathy is essential in customer service, as it helps build trust and ensures customers feel heard and valued. In our discussions with customers, there is a strong desire and need to help service givers professionally express empathy. Showing empathy is a vital service skill and can turn a negative experience into a positive one. Below […]

Discover

Pathway to thriving and success: building your team’s resilience   

As today’s workforce navigates a dynamic environment, the need for skills that enhance wellbeing, resilience and optimism is an important priority. By focusing on their people’s needs, leaders can provide tools to empower their teams with confidence and resilience. This foundation strengthens collaborative efforts, fostering productive and positive workplaces that drive both individual and organisational […]

Discover

Mastering three vital customer service skills in frontline financial services 

Working within the financial sector around the world has demonstrated to us at MGI the importance of three key customer service skills for all in the frontline to master. To create positive customer experiences, build trust, and retain customers requires an excellent balance of both people and technical skills and knowledge. Whether it’s handling a […]

Discover

The fundamental people skills needed by managers and leaders  

Effective leadership and management are built on a solid foundation of people skills. Wherever an individual sits in an organisation, the ability to communicate respectfully, take ownership, focus on solutions and contribute positively to the organisation is paramount. These essential skills define how managers lead, inspire and collaborate with others and fostering them will lay […]

Discover

Connect with us

Ready to discover what we can do for you?

Get in touch