Complaints and How We Can Help
Handling complaints has never been more crucial for financial services. The Financial Ombudsman Service (FOS) mandates a strict framework for complaints management, making the process complex. Mismanaging complaints costs you time, money and damages your customer relationships. Here’s how we can help:
Save You Money
Handling and Resolution
Our system simplifies the handling and resolution of complaints. In a time when consumers are more aware of their rights, it’s critical to manage complaints efficiently.
Previous Records
In 2023, the FOS received 95,793 complaints, upholding 33% of them. Each claim costs businesses £750, regardless of the outcome. Efficient complaints management gives you the best chance to resolve issues before they escalate to the FOS, saving you money.
Actionable Insights
CaseMatrix goes beyond just resolving cases. Our software offers valuable reporting functions, enabling you to generate financial, FCA, Consumer Duty, and MI reports. Insights from these reports can help transform complaints into actionable data, driving improvements across your business.
Save You Time
Ease of Use
Our prepopulated system adheres to the FOS complaints procedure, ensuring ease of use and efficiency while making sure every step is compliant with the FOS complaints procedure.
Intuitive Workflows
With intuitive workflows and a user-friendly interface, your team can navigate the system effortlessly, allowing them to focus on what truly matters. Unlike complex CRMs that require extensive training, CaseMatrix gets you up and running in just a few hours, streamlining your complaints management process swiftly and effectively.
Data Security
Our system is GDPR and cybersecurity compliant, giving you peace of mind that your clients data is in safe hands.
Show Your Customers You Care
Maintain Reputation
Every business claims to care for their customers, but few truly focus on the dissatisfied ones. CaseMatrix helps you save time and money, but more importantly, it helps maintain your reputation with your customers—a priceless asset.
Full Transparency
CaseMatrix software is built to provide full transparency at every step of the process to both regulators and customers alike. This transparency is another show of your commitment to putting your customers first.
Prioritise Vulnerable Customers
CaseMatrix makes it easy to identify and manage vulnerable customers, ensuring they receive the fair outcomes they deserve through streamlined processes.
Complaints and How We Can Help
Customers can increasingly appeal to government and industry bodies (such as the Financial Ombudsman Service or Property Ombudsman) if they’re not happy with how a dispute is being handled. These organisations set up strict timelines for complaint resolution, and levy charges and fines if things veer off track. CaseMatrix offers a robust complaints handling system that takes all this into account. We realise that compromising on the quality of customer support puts a business at risk, and offer consummate professionalism and full compliance every step of the way.
Complaints are data acquisition
Like any customer feedback, complaints can be a key indicator of a company’s performance. If properly understood and analysed they can offer invaluable insights, from identifying contract wording problems and business process failures, to shining a light on human resource issues and customer behaviour. CaseMatrix gives organisations an opportunity to measure and improve their services, and a clearer idea of any mismatches between customer expectation and experience. In the long run, the data it provides can also highlight systemic problems to prevent repeat complaints, as well as inspire product innovation.
Complaints don’t have to be a cost drag
Dealing with complaints more effectively can save a business money both directly (by avoiding charges and fines) and indirectly, with insights to drive efficiency and improve the quality and delivery of products and services. Remember that it costs at least five times as much to gain a new customer as to keep an existing one. CaseMatrix’s responsive complaints handling system can help you build loyalty and mitigate the damage when a client is dissatisfied.
Complaints lend themselves to automation and integration
Often complaints are handled manually, which means employees spend a lot of time doing mundane tasks instead of dealing with the bigger issues around it. CaseMatrix can streamline this process and free up staff time. Whether you want to automate replies, gather complaints from multiple channels on a single platform, trigger workflow mechanisms or use data/analytics to help employees triage more efficiently, our bespoke software solutions should seamlessly integrate with your existing systems.