Complyr frequently asked questions

Question 1

What is complaint case management software?

Accepted Answer

Complaint case management software helps regulated teams log, track, investigate and resolve customer complaints in a structured, consistent and evidence-ready way. It replaces spreadsheets, shared inboxes and manual workarounds with configurable workflows, audit trails, deadline tracking and reporting designed for regulated complaint handling.

Question 2

How does complaint software support DISP and Consumer Duty?

Accepted Answer

Complaint software supports DISP and Consumer Duty by helping firms manage complaints consistently, track key deadlines, record evidence, monitor outcomes and identify recurring issues. It gives complaint teams structured workflows, audit trails, reporting and oversight, so they can show how complaints were handled, what was considered and whether customers received fair and timely outcomes.

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

Who is Complyr built for?

Accepted Answer

Complyr is built for regulated firms that need a clearer, more structured way to manage customer complaints. It is especially useful for complaint managers, compliance leaders, operations teams and senior leaders in financial services, insurance and motor finance who need better oversight, stronger records, faster reporting and more consistent complaint handling.

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 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 7

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 8

How does Complyr support FCA compliance and the standards set by other regulators?

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

Can external parties see everything in the portal?

Accepted Answer

No. Access to the Complyr case portal is controlled at case level. You decide who can access a case, what they can see, what they can share and how long access remains open. This means customers, introducers, suppliers or other involved parties can securely share updates and documents without seeing information they should not have access to.

Question 11

Can Complyr help when complaint updates are buried in inboxes?

Accepted Answer

Yes. Complyr keeps complaint messages, updates, documents and actions connected to the case, so handlers are not relying on scattered inboxes or long email chains. When new information is shared through the case portal, it is added to the case record and the handler receives an alert, helping the team work from the latest information.

Question 12

How can Complyr help reduce complaint escalations and FOS referrals?

Accepted Answer

Complyr helps to reduce escalations by streamlining 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 89% fewer FOS referrals due to improved consistency, response speed, and root cause insight.

Question 13

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 14

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 15

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.

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

How do I sign up for a free trial?

Accepted Answer

To sign up for a free trial, simply click one of the 'Contact Sales' buttons found on every page of the website. Alernatively, you can click on 'Contact Us' found in the Footer of this page. We’ll take a few details and then send everything you need to get started.

Ask the right questions, make the right choices

Frequently asked questions

Everything you need to choose complaint software with confidence