Complaint case management frequently asked questions

Question 1

How is complaint management software different from a CRM?

Accepted Answer

Complaint management software is different from a CRM because it’s built to manage complaint cases, regulatory deadlines, evidence, decision reasoning, audit trails and reporting. A CRM is usually built to manage customer relationships, sales activity and general customer interactions. For FCA-regulated firms, this matters because complaints need more than a contact record. Teams need structured workflows, clear ownership, DISP deadline tracking, Consumer Duty oversight, FOS-ready evidence, root cause analysis and reporting that shows how complaints are being handled.

Question 2

What should FCA-regulated firms look for in complaint handling software?

Accepted Answer

FCA regulated firms should look for complaint handling software that supports structured case management, DISP deadline tracking, clear ownership, secure customer communication, audit-ready records, root cause analysis, vulnerability prompts, outcome monitoring and reliable reporting. The right complaint handling system should be fully configurable so that you don’t have to ask for permission, or wait in queues, to make changes. Regulated teams need to be agile and responsive to the changing regulatory landscape, and the software they use should support that.

Question 3

Why does a clear complaint record matter in regulated complaint handling?

Accepted Answer

A clear complaint record makes it easier to see what has happened, explain the outcome, and support decisions if they are questioned later. This helps complaint managers stay on top of the case and gives leaders more confidence in the oversight behind it.

Question 4

How does complaint case management software make complaints easier to handle?

Accepted Answer

By keeping the full complaint record in one place and providing structured workflows and real-time tracking and alerts, complaint case management software reduces the time spent chasing information across inboxes, notes, and folders. This gives your team more time to investigate cases properly and resolve complaints with greater confidence and consistency.

Question 5

Can complaint case management software help with FOS proactive settlement offers?

Accepted Answer

Yes. Complaint case management software helps firms review complaints quickly, evidence their position, and make clearer proactive settlement offers where something more could reasonably be done to resolve the complaint. Under the FOS proactive settlement scheme, firms have 14 calendar days to make a new offer once a complaint moves to investigation; this isn’t long when complaint teams are already busy. Complyr keeps the complaint history, evidence, previous offer, customer impact, documents, notes and decision rationale together in one clear case file. This helps teams reassess the complaint faster, decide whether a further offer is appropriate, and explain the offer properly.

Complaint management software, without the risky spreadsheets

Make every complaint easier to review and move forward

One place for every complaint

89% fewer FOS referrals

Clear audit trails for every case

Frequently asked questions