Wednesday, May 28, 2025
Building the right features for complaint teams
We don’t feed the pond. We fix what’s broken.
Some complaint software is packed with features, not because teams asked for them, but because someone shouted the loudest in a meeting.
We call it “feeding the pond.”
All noise, no strategy.
And before you know it, you’ve got dashboards that look great in a demo, but don’t actually solve a problem.
We don’t do that.
At Complyr, we prioritise dogfooding, a slightly odd-sounding term, but it's a real thing; whilst slightly odd-sounding, it means we use our own product every day.
We experience our own product as if it were a real customer.
If something’s clunky, repetitive, or slows you down, we know it, because we’ve hit it too.
It keeps things real.
We design for impact, to make complaint handling easier, faster, and more sustainable for real teams.
It’s not all about launching features. It’s about removing obstacles.
That’s what matters when your team is under pressure, your case volumes are high, and your customers are waiting.
Built like a start-up. Inspired by simplicity.
We don’t think like a traditional enterprise vendor. And we don’t want to.
At Complyr, we work with a start-up mindset, even as we scale.
That means being:
Relentlessly customer-obsessed
Always listening, always iterating, always learning
Focused on outcomes, not just outputs
Fast-moving, but never carelessly.
We don’t believe in complex systems that showcase so many features no one uses.
Another of our pet hates in product design is inflexible systems that quickly become legacy platforms. Practically, these things just don’t work and quickly deprive consumers of the features they need.
We believe in building a strong, flexible foundation; something that works brilliantly today and evolves with you tomorrow.
And yes, we take a page from Apple’s core philosophy too.
Software should empower the user and enrich their experience. It should never be a barrier or require a workaround to be useful.
The goal of our product team?
Make it feel simple, even when what’s happening underneath is technically complex.
Software should empower the user and enrich their experience. It should never be a barrier or require a workaround to be useful.
The goal of our product team?
Keep it straightforward, even when the underlying process is quite complex.
That’s why we spend as much time simplifying as we do building.
So your team gets structure without friction. Speed without confusion. And flexibility without compromise. Because when handling complaints, the last thing you need is a system that makes a hard job harder.
Designed for how complaints teams actually work
When it comes to data and analytics, we could’ve made a flashy demo video full of features and colourful graphs. Plenty of SaaS platforms do. They plug in third-party analytics tools, complete with dashboards designed to impress.
We looked at a few. They looked great. But then we asked:
'Would something like this actually help our users, or is it too complex?'
'Are there additional issues that could arise, and would more workarounds be necessary?'
We needed clarity
Our product managers spoke directly to complaint team leaders and managers across firms of all sizes. We didn’t pitch or mention our third-party demo experiences. We listened.
What we heard
Smaller teams needed speed and simplicity because the person analysing was the same person handling the case.
Mid-sized firms had data teams. They didn’t want new dashboards; they wanted clean exports of their complaint data to use in analytic software used across the company.
Everyone needed data that integrates with existing platforms for FCA RegData reporting, risk oversight, and customer insights.
So we made a design pivot
We scrapped embedded analytics.
And we built something better: flexible data access that works the way your business already works.
Complyr lets you use your tools to drill into your data, explore trends, and extract exactly what you need, without learning or having to integrate a new system. Contact us to get started on your free trial
No unnecessary clutter. Just the operational dashboard you need to stay on top of complaints, spot issues early, and act fast.
The outcome
We’re not here to throw features at the wall and hope they stick.
We build to make complaint handling faster, cleaner, and less painful.
We build so buyers can look at the system and say, 'Yep, this fits how we work.'
We build for every part of the complaint chain, from case handler to compliance sign-off.
And we build to help you protect your reputation and help develop customer loyalty.