Delivery standard
40–60% chargeback win rate improvement within the first 90 days
What this service is designed to deliver when deployed inside your workflow.
Digital Customer Experience (CX)
Dispute Resolution Outsourcing for UK Companies.
Chargebacks, refund disputes, and complaint escalations are eating your margins and your team's time. Dedicated dispute resolution agents in Nairobi — trained on FCA, FOS, and chargeback protocols — from £8,400/year.
9:00–18:00 UK time (GMT+3)
|EOR or Managed Services
|7–14 days from signed agreement
Overview
What is Dispute Resolution?
Dispute resolution outsourcing involves deploying trained agents to manage customer complaints, chargeback responses, refund adjudication, and regulatory escalation workflows on behalf of UK businesses. Treba's dispute resolution teams in Nairobi work inside your CRM and payment platform to investigate claims, gather evidence, draft responses, and resolve cases within SLA — reducing chargeback losses and complaint resolution times.
Typical client
UK ecommerce brands losing revenue to chargeback fraud, fintechs managing FOS complaint volumes, and marketplace platforms adjudicating buyer-seller disputes at scale
At a glance
How Treba delivers.
The operating facts behind dispute resolution: delivery standard, team shape, and compliance model.
Typical team size
2–6 dispute resolution agents per client, scaled to case volume
Scaled to project load and pipeline.
Compliance model
UK GDPR aligned — IDTA framework
Legal and data-transfer structure for the engagement.
UK loaded cost
£36,312/yr
Customer Support Agent
The challenge
Why UK companies struggle with dispute resolution.
Disputes are the most expensive support tickets in your queue. A chargeback costs £15–£25 in processing fees alone — before you account for lost goods and the time your team spends gathering evidence. UK ecommerce brands lose 1–2% of gross revenue to chargebacks annually, and most don't fight them because the evidence-gathering process is too labour-intensive. Fintechs face a different pressure: FCA regulations require complaint resolution within strict timeframes, and the Financial Ombudsman Service charges £750 per case that escalates beyond your internal process. Meanwhile, your experienced UK support agents are spending their time writing chargeback response letters instead of handling the complex cases that actually need their judgement.
Outcomes
What you'll achieve.
See the shift from UK in-house benchmarks to Treba delivery outcomes.
Outcome
Chargeback Win Rate
UK in-house
20–30% (industry average)
With Treba
55–70% (evidence-led response)
Outcome
Avg Resolution Time
UK in-house
14–21 days
With Treba
5–8 days
Outcome
Cost Per Dispute Handled
UK in-house
£18–£30 (UK agent time)
With Treba
£5–£8 (Nairobi agent time)
Capabilities
What we deliver.
Chargeback Evidence & Representment
“Fight chargebacks with evidence packages that actually win.”
Complaints Management & FOS Compliance
“Resolve complaints before they reach the Ombudsman.”
Marketplace & Platform Dispute Adjudication
“Fair, consistent rulings at scale for buyer-seller disputes.”
Meet Your Next Hire
“Last quarter I handled 340 chargeback cases for a UK ecommerce client. We won 62% of representments — up from their previous 24% — by building structured evidence packages with delivery tracking, IP geolocation, and customer communication timelines.”
PM
Peter M.
Senior Dispute Resolution Agent
Education
LLB (Bachelor of Laws), University of Nairobi
Certification
Certified Fraud Examiner (CFE) — In Progress
Experience
3–7 years in dispute resolution roles
Economics
UK loaded cost vs Treba.
Fully loaded comparison — Treba cost includes salary, Nairobi office, equipment, IT infrastructure, and full compliance. No hidden fees.
Save 79%
Remote from Nairobi
Content Moderator
Pre-vetted · Interview in 48hrs · Start in 7 days
UK Cost
£37,452
Treba Cost
£7,800/yr
You Save
£29,652/yr
How it works
How we deliver dispute resolution.
01
Discovery Call
Scope, volume, tools, compliance requirements. 1–2 days.
02
Talent Selection
Pre-vetted candidates matched to your brief. 3–5 days.
03
Tech & Compliance Setup
VDI/VPN access, NDA execution, DPA signing. 2–3 days.
04
Nest Training
2-week onboarding inside your systems with QA checkpoints.
05
Go Live
Full production. Weekly check-ins for first 30 days.
Engagement models
Two ways to work
with Treba.
Choose the model that fits your team. Switch anytime.
EOR (Employer of Record)
Managed Services
£17kAvg. annual
saving
saving
Your Treba team
James M.
KYC Analyst
Amina K.
Med. Transcriber
David O.
QA Tester
Total / yr£28,400
Compliance built in. Not bolted on.
UK GDPR + IDTA
International Data Transfer Agreement for lawful UK–Kenya data flows. Executed by legal counsel. Annual review.
Kenya DPA 2019
Modelled on EU GDPR. Regulated by ODPC. Enforceable. Equivalent protection.
ISO 27001-Aligned
Biometric access. Clean desk policy. CCTV. Network segmentation. No shortcuts.
Cyber Essentials
UK government-backed baseline cybersecurity certification. Audited annually. Public record.
Industries
Industries using this service.
Dispute Resolution outsourcing for regulated UK industries.
Related services
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Browse all Digital Customer Experience (CX) services
View the full list of services in this pillar
FAQ
Frequently asked questions.
Keep reading
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WE ARE TREBA
Start your dispute resolution pilot today.
Save £27,912 per year with a dedicated dispute resolution team in Nairobi. Pre-vetted professionals ready in 7–14 days. UK GDPR compliant.