Handling the risks of rapid recruitment

An unprecedented recruitment process has taken place in recent years to handle the payment protection insurance scandal. The financial services industry has had to rapidly embrace the challenge of hiring staff in their thousands, but lessons learnt from this process may prove vital for several years to come

The payment protection insurance (PPI) mis-selling scandal, which has cost the UK financial sector billions in the past few years, has led to an explosion in recruitment to handle complaints. The major banks alone have hired at least 20,000 new staff for the sole purpose of servicing PPI claims, employment group Manpower found. And this figure does not include the posts created by various claims management companies, or the 2,000 staff hired by the UK's Financial Ombudsman Service (FOS).

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