Configurable workflows frequently asked questions

Question 1

What complaint management software supports fully configurable workflows?

Accepted Answer

Complyr supports fully configurable complaint workflows for regulated complaint teams. Each workflow can be built around the way a complaint should move through the business, with the right actions, statuses, flags, ownership, permissions and escalation points in place.

Question 2

Can workflows be configured for different types of complaints in Complyr?

Accepted Answer

Yes. Different complaint types can follow different workflows in Complyr. A motor finance complaint, insurance complaint, vulnerability related complaint or service issue doesn’t have to follow the same route, because each workflow can be set up with its own timeline, statuses, flags and actions.

Question 3

Can Complyr fit around our existing complaint process and be configured later?

Accepted Answer

Yes. Complyr can be configured around your existing complaint process, so you can keep what already works and add structure where it’s needed. When your process changes, authorised users can update the workflow without waiting for permission or IT support.

Question 4

Can complaint workflows really be configured without IT knowledge in Complyr?

Accepted Answer

Yes. Complyr is designed so authorised users can configure complaint workflows without IT knowledge or external development work. This means operational teams can make approved workflow changes through the system when they need to, rather than waiting for technical support.

Question 5

Can access to workflow configuration be controlled in Complyr?

Accepted Answer

Yes. Workflow configuration is controlled through user permissions. You can decide who can make workflow changes, manage permissions and update how work moves through the complaint process, while the wider team focuses on handling complaints.

Question 6

Do you have to configure complaint workflows yourself in Complyr?

Accepted Answer

It depends on your plan and how much support you want. Starter teams configure their own complaint workflows using Complyr’s Help Centre in the system and online tutorial videos; a customised onboarding service is available as an add-on. Professional teams can configure their workflows in the same way, but can also use their onboarding calls for guidance or purchase customised onboarding services as an add-on. Enterprise includes custom configuration support for firms that want help reviewing their current process and defining bespoke workflows.

Question 7

What are the benefits of structured complaint workflows in regulated complaint handling?

Accepted Answer

Structured complaint workflows help teams manage complaints more consistently, reduce missed steps and keep clearer records of what happened. In regulated complaint handling, this supports, action recording, decision evidence and management oversight against requirements such as FCA DISP and Consumer Duty.

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