How to Automate Complaint Resolution
Automatically triage, categorise, route, and track customer complaints across all channels. Ensure every complaint gets acknowledged, assigned, and resolved within your SLA targets.
The Problem
UK businesses receive an average of 45 complaints per 1,000 customers annually, and the Financial Ombudsman Service reports that poor complaint handling is the number one reason cases escalate. Manual triage is slow — complaints sit in shared inboxes for hours, get miscategorised, or fall through the cracks entirely. The FCA requires regulated firms to resolve complaints within 8 weeks, and delays risk regulatory action.
How It Works
Complaints captured from email, web forms, social media, phone transcripts, and live chat
AI categorises by type (billing, service quality, product defect, staff conduct) and severity
Complaint auto-acknowledged with reference number and expected resolution timeline
Routed to the appropriate team or handler based on category and escalation rules
Resolution tracked against SLA with automated escalation if deadlines approach
Tools & Integrations
Best For
Frequently Asked Questions
Can automated triage handle nuanced or emotional complaints?
The AI handles categorisation and routing, not resolution. Sensitive or high-severity complaints are flagged immediately for human attention. The system's strength is ensuring nothing gets lost and the right person sees it fast — not replacing empathetic human responses.
Does it generate the reporting required by regulators?
Yes. The system produces FCA-compliant complaint reports including volumes by category, resolution times, root cause analysis, and trends. For regulated firms, this reporting is generated automatically rather than compiled manually at quarter-end.
Want us to automate complaint resolution for you?
Book a free strategy call and we'll set up this automation for your business — fully customised to your workflows and tools.
Book a Free Strategy Call