Case Study: UK retail bank slashes onboarding time from 90 to under 30 days and boosts compliance with Protiviti

Protiviti helps large UK retail bank go digital

UK Retail Bank, a bank with about 4 million customers, was struggling with slow account onboarding (taking up to 90 days), poor customer data (only about 2% “golden” records) and regulatory/AML concerns while losing market share to faster digital challengers. The bank engaged Protiviti to improve compliance and competitiveness by redesigning its customer‑management approach and implementing a technology‑enabled operating model and digital onboarding solutions.

Protiviti designed and piloted the new processes and technologies, supported a phased roll‑out, and consolidated multiple screening systems into a single platform. As a result, Protiviti helped the UK Retail Bank cut onboarding time from 90 days to below 30 days (with a target under 20 days), improve data quality, reduce licensing costs, and reassign roughly 33 of 50 screening staff to other functions—strengthening compliance and market positioning.