We’ve got complaints covered.

FCA-Compliant Complaints Handling System for Regulatory Excellence

Transform Complaints into Business Growth with Our Comprehensive Complaints Solution

CaseMatrix delivers industry-leading complaints management software designed specifically for financial services. Our FCA-compliant complaints system streamlines the entire complaints handling process, from capture to resolution, whilst providing powerful analysis tools to drive continuous improvement.

Trusted by insurance providers, motor finance companies, and consumer credit organisations across the UK.

  • Cloud-Powered Complaints Platform
  • FCA DISP Compliant
  • Consumer Duty Support
  • Easily Configurable
  • No Hidden Costs
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Trusted complaints management solution for:

What we do

At CaseMatrix, we're on a mission to help financial service businesses redefine how they manage, process and learn from their complaints. Our complaints handling software is developed around four key areas to ensure regulatory compliance and business improvement.

Efficient Complaints Workflow

Customise and automate workflows for handling complaints, including assignment, investigation, resolution and follow-up to ensure consistency and efficiency in handling each case.

Continuous Development

We regularly update our complaints system to adapt to changing customer needs, technological advancements and emerging best practices in complaint handling. Our platform evolves with FCA requirements and regulatory changes.

Complaints Reporting & Root Cause Analysis

Enable tracking of complaints and generate comprehensive reports to analyse trends, identify recurring issues and inform decision making. Our root cause analysis tools help save your business time and money by highlighting improvement opportunities.

Training & Support

Provide comprehensive training for staff members responsible for managing complaints and offer ongoing support to address any issues or questions related to the system. Our complaints tracking software is backed by expert assistance.

You can’t always control how customers feel. But you can control what you do with that feedback.

Our bespoke complaints handling system doesn’t just resolve cases on time and in line with financial services industry regulation, it also flips a negative customer experience into a wholly positive company outcome.

Client Satisfaction

With CaseMatrix, what you learn from each and every customer ‘failure’ is how to succeed better as a company. And not just in terms of client satisfaction and retention. Complaints, done well, can save money, free up staff and give valuable insights.

Financial Ombudsman

We’re well aware, too, that the Financial Ombudsman process can be highly onerous on firms, setting down strict timelines with costly financial penalties. In an environment where consumers are increasingly aware of their rights, you cannot treat complaints as a sideshow.

Product Features

  • Fully configurable system for managing insurance complaints, motor finance & consumer credit complaints.
  • Seamless integration with policy administration systems for comprehensive complaint handling .
  • Comprehensive user access control for secure complaints management .
  • Certified security and GDPR compliance for regulatory peace of mind.
  • Customisable complaint stages to make your internal processes.
  • Integration with inbound and outbound mailboxes with streamlined communication.
  • Standardised reporting capabilities for FCA DISP compliance.
  • Stage-based letter configuration for consistent customer communication.
  • Transactional audits for each complaint to ensure regulatory compliance.
  • Financial tracking per complaint for accurate redress management.
  • Powered by cloud technology for reliable complaints system performance.
  • Real-time notifications and dashboards for proactive complaints management.
  • Free test environment included with all paid subscriptions for efficient implementation.

Get started with CaseMatrix today

Book a demo to see how our complaints management platform can transform your regulatory compliance and customer service operation.

Data Security

Rigorous GDPR and cyber security compliance gives you peace of mind so you can focus on the things that matter.

Save you money

Our FOS compliant purpose built system makes resolving complaints effectively, stopping escalation and providing actionable data insights.

Save you time

User friendly, intuitive software making handling every complaint a breeze.

Friendly Support

Providing excellent customer support with genuine car and attention, no matter the size of the business.