Complyr Frquently Asked Questions

Question 1

What is complaint case management software?

Accepted Answer

A complaint case management system (CCMS) is software that helps teams log, track, investigate, and efficiently resolve customer complaints. Most systems will allow you to install specific rules, workflows, and templates to meet your industry-specific regulatory requirements. The software optimises complaint case handling by ensuring structure, timelessness, oversight, and consistency in a process that’s often manual and fragmented.

Question 2

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

Accepted Answer

Short answer: yes, but it’s not ideal because you’ll be more exposed to the risk of manual workarounds. CRMs are not built for regulated complaint handling. Most CRMs are designed for sales and general customer interactions, not regulated complaints. You’ll end up using manual workarounds for triage, investigation steps, deadlines, ombudsman referrals, handling multiple parties in one case, secure evidence storage, and audit ready reporting aligned to regulations, such as FCA DISP and Consumer Duty. A dedicated CCMS gives you these controls out of the box, reducing risk and helping teams resolve cases faster with confidence.

Question 3

Why chose Complyr?

Accepted Answer

Whatever challenge you face in handling regulated complaints, Complyr helps you solve it. Built on more than 20 years of practical experience in regulated complaint handling, Complyr addresses pain points from case handling through to leadership. We’ve learnt what works and what doesn’t, so you don’t have to waste time and money on the wrong tools. Complyr acts as your operational control centre for regulated complaints. Configure it to mirror your complaint workflows and rules. Manage all correspondence securely in one place: there are no longer scattered documents across messy inboxes or shared files. Create clear reports from your data to support regulatory expectations. With Complyr, teams resolve complaints faster, with greater confidence and lower risk, so customers stay loyal.

Question 4

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

Accepted Answer

Complyr is built for full regulatory compliance across all industries, including but not limited to, the FCA’s DISP rules, Consumer Duty, FOS, Ofwat, Ofgem, Ofcom, and The Gambling Commission. 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 5

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

Accepted Answer

Yes, we can definitely help! We wasted too much time and money on this problem, so we did something to solve it. Working the oldest communication first feels fair, but it’s making your team work backwards. Complyr solves this by providing a unified inbox for each case. The system allows you to securely share partial access to the case file with all interested parties. You have control over who can see what and when. Customers and third parties can add comments, attachments, and see the latest update from their chosen device. We’ve seen a 50% reduction in calls and messages because there's no longer a need for anyone to chase for an update.

Question 6

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

Accepted Answer

In a word, no. The system is designed to provide secure access to only one designated area of the case file; Interested parties cannot see anything that isn't explicitly shared with them and anything outside of this workspace. You always have complete control. It also provides robust technical security measures to ensure personal and confidential information is kept safe and secure - a requirement by most regulators and the ICO.

Question 7

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

Accepted Answer

No credit card details are required to sign up for Complyr's free trial. We value transparency and want to help you explore the platform without any unnecessary hurdles. Contact us by clicking the 'Try for Free' button at the top or bottom of this page, and we’ll email you the information needed to get started.

Question 8

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 and training costs. If you’re short of time, we offer onboarding, setup, and training services across all plans: Hit the 'Contact sales' button at the bottom of the page to find out more - we promise no hard sales pitches, just the answers you need.

Question 9

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 10

How can Complyr help reduce complaint 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 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 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 setup 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. We promise no hard sales pitches.

Question 12

Can Complyr support multiple teams across different regions?

Accepted Answer

Yes, the system can provide multi-territory support to help you meet regulatory requirements in multiple jurisdictions. There are a couple of ways to handle this, depending on your requirements. As an example, one solution would be to create multiple teams, each with their own configuration and case types.

Question 13

Can Complyr assist in regulatory reporting?

Accepted Answer

Yes: Whilst Complyr isn't a comprehensive analytics platform, it’s built to give you everything you need for the data reports required by regulators, such as the FCA. Complyr helps you ditch the spreadsheets and save hours of data wrangling. As well as regulatory reporting, you’ll be able to proactively use your data to address systemic problems, and improve service quality. We can also help you import your historic data so your have reference points to measure against.

Question 14

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 15

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 16

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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