How Vision Funding closed complaints 8.7 days faster with Complyr

Vision Funding, a motor finance broker, used Complyr’s complaint management software in-house for two years before making it available to other firms. During those two years, the team closed complaints an average of 8.7 days faster and spent 60% less time on routine admin.

Vision Funding introduced dealership customers to lenders. Its co-owners had led regulated complaints teams and built Complyr to solve problems their own handlers faced when working with customers, dealers and lenders.

Scattered communication slowed investigations

Once a finance agreement was in place, the customer dealt directly with the lender. When a customer complained about a vehicle, Vision Funding still had to liaise with the supplying dealer and address any issues relating to its own actions.

Separate conversations across multiple channels left people working with different information. Case handlers spent time reconstructing what had happened and sometimes had to redo work when they found out something had changed. Nobody really had a clear picture of what was going on. Customers were caught in the middle and became frustrated, complaints delayed and escalated to the FOS.

'Keeping three additional parties and the customer all on the same page was a huge problem. Work was disjointed, files got lost in inboxes and nobody really had control. Hours could be wasted making no progress. Customers were often without their car and had every right to complain further.'

Adding staff to the team was expensive and wouldn’t solve the underlying problem. Vision Funding started to look for software that could bring complaint handling and reporting together, but the systems it reviewed came with high implementation costs and unclear charges for future changes. So, the team decided to build its own.

A secure portal brought case updates together

Customers and invited parties could use the secure case portal to exchange messages, upload evidence and view shared documents and updates. Complyr kept the internal complaint file private, attached submissions from external parties to that file and assigned an action to alert the case handler.

With everyone working from the same updates, there was less rework and the managers had a clearer view of what was going on.

Better records exposed gaps in complaint reporting

Vision Funding’s customer experience team often resolved customer expressions of dissatisfaction (EoD) on the first call. When the firm reviewed its complaint data in Complyr, it found that these interactions were recorded only in free-text CRM notes.

'We thought that we were pretty good at tracking what happened with our customers on our shared spreadsheet. But when we digged into the data, it was all over the place.'

Complyr added structured fields to consistently capture EoDs. It also gave a way for Vision Funding’s customer experience staff to record EoDs in the complaint management system without becoming full-time users. This made the data more insightful for FCA reporting and internal own root cause analysis.

Configurable workflows supported more case types

As Vision Funding added finance products, case handlers relied on free-text notes when the existing workflow didn’t quite fit the type of case. This made the reporting data less reliable. The Complyr team went back to the drawing board and rebuilt the system to be fully configurable. This allowed the team to create workflows so that each complaint type could have its own actions and templates.

'Once we realised that we could configure Complyr for different case types, it made sense to use it for managing DSARs as well. We could create a dedicated workflow and have the same benefits of tracking deadlines, actions and communications.'

What changed over two years

Vision Funding retired its reporting spreadsheets, complaint folders in OneDrive and the referral process in Slack. Every thing was now in Complyr, including the customer experience team’s EoD records.

From January 2023 to December 2024, Vision Funding tracked its results with Complyr against its previous manual processes.

With less routine admin, case handlers had more time to investigate complaints and identify where customers needed additional support. The number of complaints identified as involving vulnerable customers increased by 18%.

'Since using Complyr, we felt that we were back control of our customer complaints process and importantly, the data backed this up. The team reported feeling less stressed, and annual sick days fell by 53%.'

Learn more about how Complyr can help your team

Reach out to book a demo or ask a question at: hello@complyr.co.uk.