Complyr Frquently Asked Questions

Question 1

What is complaint case management software?

Accepted Answer

Complaint case management software (CCMS) helps teams log, track, investigate, and resolve customer complaints in a structured and compliant way. It replaces manual spreadsheets and inbox workflows with configurable processes, audit trails, and reporting designed for regulated environments.

Question 2

Can I use a customer relationship management (CRM) instead of a complaint case management system (CCMS)?

Accepted Answer

You can use a CRM, but it isn’t designed for regulated complaint handling. CRMs focus on sales and general customer interactions, whereas a complaint case management system is built to manage investigations, deadlines, evidence, escalation paths, and regulatory reporting. Using a CRM often leads to manual workarounds, higher risk, and inconsistent outcomes. A dedicated CCMS provides structured workflows, audit-ready records, and controls aligned to requirements such as FCA DISP and Consumer Duty.

Question 3

Why chose Complyr?

Accepted Answer

Complyr is purpose built for regulated complaint handling, not adapted from generic CRM or case tools. Designed by professionals with over 20 years’ experience managing regulated complaints, it reflects real workflows, regulatory requirements, and operational pressures. Complyr centralises case data, communications, and reporting in one secure system, including a controlled case portal for sharing updates, documents, and messages with relevant parties. This helps teams resolve complaints faster, stay compliant, and make confident decisions with clear audit trails.

Question 4

Can Complyr integrate with our team’s existing complaints process?

Accepted Answer

Yes. Complyr is fully configurable to match your existing workflows, case types, rules, and fields without technical knowledge or coding. Whether you’re replacing spreadsheets or upgrading legacy systems, it adapts to your processes without disrupting day to day operations. Optional onboarding support is available if you want help getting set up quickly.

Question 5

Is Complyr suitable for small firms or growing businesses?

Accepted Answer

Yes. Complyr is designed for small and mid-sized regulated firms, especially those outgrowing spreadsheets or using CRMs not built for complaint handling. It provides structured workflows, compliance support, and reporting without enterprise complexity, high costs, or long setup times. As your business grows, Complyr scales with you, so there’s no need to rebuild processes or switch systems later.

Question 6

Can Complyr support multiple teams across different regions?

Accepted Answer

Yes. Complyr supports multi-team and multi-region setups, so organisations can manage complaints across different jurisdictions while meeting local regulatory requirements. Teams can be configured with their own workflows, case types, permissions, and reporting structures, allowing each region to operate independently while maintaining central oversight.

Question 7

Is Complyr able to import historic complaint data?

Accepted Answer

The short answer is yes. We can definitely help you to import your historic cases. We’d most likely suggest working with you as part of an onboarding process to get the data loaded. We’ll need to know a bit more information, such as the format of your historic data and the complexity of your workflow/complaint process, but this won’t be a problem. Complyr is purpose-built to be flexible: this includes data mapping to help with future data analysis.

Question 8

How does Complyr support FCA compliance and the standards set by other regulators, such as Ofgem?

Accepted Answer

Complyr is designed to support regulatory complaint handling requirements, including FCA DISP rules, Consumer Duty expectations, and Ombudsman processes. The platform provides configurable workflows, case types, escalation rules, and time tracking so teams can follow their own regulated procedures consistently. Built in audit trails and time stamped records ensure every action is documented from start to finish, helping firms demonstrate compliance across regulators such as the FCA, Ofgem, Ofwat, Ofcom, and the Gambling Commission.

Question 9

Is Complyr a governance, risk & compliance (GRC) platform?

Accepted Answer

No. Complyr is not a traditional GRC platform; it is purpose built software for managing complaint cases and frontline regulatory risk. Instead of focusing on policy writing or audit administration, it supports teams handling real complaints by providing structured workflows, audit trails, and controls aligned with FCA rules such as DISP and Consumer Duty. In practice, it helps organisations meet governance, risk, and compliance objectives through everyday case handling.

Question 10

If interested parties can have access access to the case portal, does this mean that they can see everything?

Accepted Answer

No. Access to the case portal is controlled and limited to information explicitly shared for that case. Interested parties cannot view internal notes, restricted documents, or any data outside their designated workspace. Teams retain full control over permissions at all times. The platform also includes robust security controls to protect personal and confidential information in line with regulatory and ICO expectations.

Question 11

What training and support does Complyr provide to users?

Accepted Answer

Complyr is designed to be intuitive, but we know support matters. Everyone will receive a user guide to get up and running in no time. Because we understand the importance of good complaint management, we've tried to keep costs as low as possible so that smaller firms aren't burdened with setup costs. You can also choose to purchase add-on services for additional features and support under the Professional plan. If you're looking for 1:1 onboarding, setup, and on-site training, please contact us for more information. Our dedicated support team is always available to assist with any questions or issues, ensuring you get the most out of the platform.

Question 12

How long does Complyr take to go live?

Accepted Answer

Most teams are up and running in days, not weeks. Complyr is designed for rapid deployment with flexible onboarding options, so you can start with a demo, trial, or guided setup and go live quickly. Our team is available throughout to support implementation and ensure a smooth launch.

Question 13

How can Complyr help reduce complaint escalations and FOS referrals?

Accepted Answer

Complyr reduces escalations by automating workflows, enforcing consistent complaint handling, and giving teams real time visibility across every case. Structured processes, clear communication, and built in tracking help resolve complaints faster and more fairly. Teams using structured case management have reported over 90% fewer FOS referrals due to improved consistency, response speed, and root cause insight.

Question 14

Can Complyr assist in regulatory reporting?

Accepted Answer

Yes. Complyr gives you the structured data and audit ready records needed to produce reports for FCA RegData and other regulatory requirements. It replaces spreadsheets with real time dashboards, helping you generate accurate reports faster, identify trends, and act on systemic issues. We can also support historic data imports so you have reliable benchmarks for analysis.

Question 15

One of our biggest problems is the latest facts getting buried in scattered inboxes. Can Complyr help?

Accepted Answer

Yes. Complyr replaces scattered inboxes with a single, structured case workspace where the latest updates, documents, and messages are always in one place. Each case includes a secure portal so customers and third parties can share information, add comments, and view updates without chasing emails. Access is fully controlled, and teams always work from the most recent case data. Many organisations see a significant drop in calls and messages once everyone can track progress directly.

Question 16

Do you need payment details to sign up for Complyr's free trial?

Accepted Answer

No. You can start your free trial without entering any payment details. We want you to explore the platform in your own environment before committing. Simply click Try for Free and we’ll send everything you need to get started.

Question 17

Why is there a free trial instead of just a demo?

Accepted Answer

Because choosing complaint management software is a high-impact decision. A demo shows you around; a trial lets you test Complyr with your own cases, workflows, and regulatory requirements. That real-world use is the fastest way to know if it will genuinely improve your team’s consistency, speed, and oversight.

Ask the right questions, make the right choices

Frequently asked questions

Everything you need to choose complaint software with confidence