Handle every complaint on time, and learn from all of them
One queue for every channel, deadline tracking against regulatory timeframes, and root-cause analysis that feeds your control library.
From intake to systemic fix
Multi-channel intake
Collect complaints from web forms, email, phone notes, branches and regulator referrals into one queue.
- Web and email capture
- Regulator referrals
- Duplicate detection
Routing and ownership
Classify by product, channel and severity, then route to the right team with escalation rules built in.
- Category taxonomy
- Severity rules
- Automatic escalation
Deadline management
Track acknowledgement and resolution clocks against regulatory timeframes with visible countdowns.
- SLA clocks
- Breach warnings
- Holiday-aware timing
Root-cause analysis
Record cause codes, remediation and redress, and link systemic causes to the controls and policies involved.
- Cause coding
- Redress tracking
- Control linkage
Trend and theme reporting
Spot rising themes by product, region and channel before they become a supervisory conversation.
- Theme dashboards
- Volume trending
- Outlier detection
Conduct risk evidence
Give committees and examiners a complete, immutable record of every complaint and its outcome.
- Immutable history
- Regulator exports
- Committee packs
What good complaint handling proves
Deadlines stop being a gamble
Every complaint carries a visible clock and an owner, with escalation before the deadline rather than after.
Complaints become risk intelligence
Recurring causes link to controls and policies, so the fix happens upstream instead of case by case.
One record for every review
Internal audit, examiners and the board see the same categorised, timestamped history.
Fair outcomes you can demonstrate
Redress decisions and rationale are captured consistently, which is what conduct reviews actually test.
Turn complaint volume into a conduct risk advantage.
See intake, deadline tracking and theme analysis in one walkthrough.