NTT Data unveils solution to tackle finance mis-selling redress surge

Tech giant NTT Data has launched its Digital Automated Remediation solution to help banks and lenders efficiently process large volumes of consumer redress claims.

Developed in partnership with digital experience expert Lightico and remediation specialist WSN Consulting, the platform combines automation, compliance-driven workflows, and advisory to address the UK motor finance mis-selling scandal.

With the UK Supreme Court reviewing the FCA’s ruling on hidden commissions in motor finance agreements - a decision that could cost lenders billions - NTT Data’s solution offers a scalable, and cost-effective way to manage complex remediation efforts.

Built on business process services expertise, the platform integrates advanced tech with operational delivery where consumers can securely upload documents, verify identities, eSign forms, and track claims in real time. On the backend, AI automatically classifies and validates documents with speed and accuracy.

“Regulatory changes strain customer relationships,” said Chris Knight, NTT Data UK&I VP, automotive. “This solution enables lenders to respond quickly with clarity and transparency, building customer trust.”

An API-first design supports rapid integration with existing banking systems and offers both guided agent and self-serve options. A ‘human-in-the-loop’ workflow escalates complex cases to experts, ensuring precision and compliance. WSN Consulting provides governance oversight to deliver consistent, accountable outcomes.

“Successful remediation depends on solid governance,” said Gary Keane, partner at WSN Consulting. “Our role is to ensure clear rules, consistent execution, and accountability so regulators and customers can have confidence.”