Digital Automated Remediation: Enhancing Efficiency and Compliance in UK Financial Services
London, 16 June 2025 – NTT DATA, a global leader in digital business and technology services, has today launched its new Digital Automated Remediation solution, designed to help banks and lenders process large volumes of consumer redress claims quickly and at scale. Developed in collaboration with digital experience leader Lightico and banking remediation specialist WSN Consulting, the platform brings together intelligent automation, compliance-by-default workflows, and expert advisory to support the financial services industry as it prepares for large-scale redress linked to the UK’s unfolding motor finance mis-selling scandal.
This launch comes as the UK Supreme Court is reviewing the Financial Conduct Authority’s ruling on hidden commission in motor finance agreements. This is a case that, if upheld, could require banks and lenders to pay out billions in compensation. As financial institutions prepare for a possible large-scale remediation effort, NTT DATA’s solution provides a timely, structured and cost-effective way to manage the complexity.
The solution is underpinned by NTT DATA’s established Business Process Services (BPS) capability, combining technology with operational delivery. Drawing on experience in large-scale redress programmes such as PPI, it offers an integrated tech-and-ops model designed to manage claims efficiently and at scale.
Powered by Lightico’s AI-driven customer journey orchestration platform, the solution transforms complex remediation processes into seamless, end-to-end digital experiences. Consumers can easily upload documents, securely verify their identity, eSign required forms, and track claim progress in real time. On the agent side, advanced AI automatically classifies, extracts, and validates customer-submitted documents with unmatched accuracy and speed.
"We know this is an incredibly sensitive and uncertain time for both lenders and their customers," said Andy Nelson, Head of Banking & Financial Markets, NTT DATA UK&I. "Our goal was to build a system that takes the complexity out of remediation – giving financial institutions a solution that’s fast, secure, and designed with empathy and accountability at its core."
"Regulatory change puts pressure on even the strongest customer relationships," said Chris Knight, Vice President, Automotive at NTT DATA UK&I. "Lenders who respond quickly with clarity and consistency throughout the process will build customer confidence. This solution gives teams the speed of response they need while offering complete transparency to the end-user."
The platform's flexible, API-first architecture enables rapid integration with existing banking systems, supporting both guided agent interactions and fully self-serve customer experiences.
"Financial remediation is fundamentally about restoring customer confidence," said Zviki Ben-Ishay, CEO of Lightico. "Our collaboration with NTT DATA goes beyond technology – we've designed a solution that transforms a potentially stressful process into a transparent, user-centric experience. Every digital interaction is engineered to provide clarity, reduce anxiety, and rebuild trust between financial institutions and their customers."
The system provides instantaneous feedback, seamlessly escalating complex cases to human experts through an integrated 'human-in-the-loop' workflow that ensures both efficiency and precision. The platform is easily configurable to keep pace with evolving regulatory requirements, and when combined with WSN’s advisory oversight, it delivers a scalable, end-to-end model designed for speed, accuracy, and compliance.
"Remediation programmes succeed or fail on how well they’re governed," said Gary Keane, Partner at WSN Consulting. "We’re here to make sure there’s a solid framework around the process - clear rules, consistent execution, and real accountability. That’s how you deliver outcomes regulators can rely on, and customers can feel confident in."
For more information, please contact nttdata@resonancecrowd.com or call 0208 819 3170.