Complyr Frquently Asked Questions

Question 1

What is complaint case management software, and how does Complyr help?

Accepted Answer

A complaint case management system (CCMS) is software that helps teams log, track, investigate, and efficiently resolve customer complaints. The software optimises case handling by ensuring structure, oversight, and consistency in a process that’s often manual or fragmented. Complyr has been built by experts who have years experience of handling regulated complaint cases, lived the pain points, and learnt from them. Our intuitive platform can easily be configured to mirror your complaint workflows and rules. With Complyr, teams resolve complaints faster, with greater confidence, and reduced risk. It ensures consistent collaboration with all stakeholders, easy reporting using your data, and helps you meet all industry regulatory expectations.

Question 2

How does Complyr support FCA compliance and other regulatory standards?

Accepted Answer

Complyr is built for full regulatory compliance across all industries, including the FCA’s DISP rules and Consumer Duty. The platform offers configurable workflows and case types to meet your specific needs, time tracking, escalation rules, and full, time-stamped audit trails to ensure every case is documented from start to finish.

Question 3

How can Complyr help reduce complaints escalations and FOS referrals?

Accepted Answer

By automating repetitive tasks, reducing manual errors, and enforcing best-practice complaint handling, Complyr helps you and your team keep customers in the loop and close complaints faster. Customers report a 92% reduction in FOS referrals, thanks to clearer communication, faster resolution times, and improved root cause tracking.

Question 4

How long does Complyr take to go live?

Accepted Answer

Complyr is built for rapid deployment, with most teams up and running within days, not weeks. Unlike traditional systems that come with slow setups and long wait times, Complyr offers flexible options to get started quickly. You can begin by exploring our demo, signing up for a free trial, or getting directly in touch with our friendly team. We're always on hand to offer help and support - without a pushy sales pitch.

Question 5

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

Accepted Answer

Yes, Complyr is fully configurable to match your team’s existing workflows. You can build your own processes, case types and rules, and add custom fields without needing to know about databases, or being able to programme systems. Whether you’re replacing spreadsheets or upgrading from legacy systems, Complyr adapts to your processes without disrupting your team's daily operations. It’s fast to set up, giving you the option to reduce your onboarding time and training costs.

Question 6

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 and onboarding video tutorials 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 training costs. However, no matter the size of your team, you can also choose to purchase 1:1 onboarding, setup, and on-site training under the Starter and Professional plans, 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. If you'd like to start the free trial, reach out to our customer support team, and we'll send you information to help you get started.

Question 7

Can Complyr assist in regulatory reporting?

Accepted Answer

Yes, Complyr helps you collate your data from one centralised platform and use it to identify recurring complaint patterns, root causes, and emerging issues. This data-driven approach enables organisations to proactively address systemic problems and improve service quality.

Question 8

Is Complyr suitable for small firms or growing businesses?

Accepted Answer

Absolutely! Although Complyr has been built with small to mid-sized regulated firms in mind, especially those outgrowing spreadsheets or using CRM systems that are not designed for the complex process of complaint handling, it has been designed to scale with you. You get the compliance capabilities of larger systems without the steep cost, unnecessary overcomplicated features, or long setup times. As your business scales, Complyr scales with you, with no niggling concerns about the need to rebuild your setup or change systems at a later date.

Question 9

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

Accepted Answer

Not in the traditional sense. Complyr isn’t built for auditors or policy writing teams; it’s built for teams resolving complaint cases and managing regulatory risk at the frontline. While we don’t call ourselves a GRC platform, Complyr helps you meet governance, risk, and compliance goals by reducing operational risk, improving audit trails, and aligning your team with FCA rules like DISP and Consumer Duty. It’s practical compliance, built into everyday workflows.

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