We’ve got complaints covered.

Embracing Complaints is Embracing Growth.

CaseMatrix allows financial service businesses to manage their complaints process efficiently and offers reporting insights to help you improve your business, saving time and money. With CaseMatrix, complaints are no longer a speed bump in the road, they are a signpost moving your business forward.

  • Cloud Powered
  • Easily Configurable
  • 3rd Party Security Certified
  • GDPR Compliant
  • No Hidden Costs
  • Friendly Support
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Trusted By

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 by developing our product around 4 key areas.

Efficient 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 Developments

We regularly update the system to adapt to changing customer needs, technological advancements and emerging best practices in complaint handling.

Reporting insights

Enable tracking of complaints and generate reports to analyse trends, identify recurring issues to inform decision making to save your business time and money.

Training and 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.

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-related complaints.
  • Seamless integration with policy administration systems.
  • Comprehensive user access control.
  • Certified security and GDPR compliance.
  • Customisable complaint stages.
  • Integration with inbound and outbound mailboxes.
  • Standardized reporting capabilities.
  • Stage-based letter configuration.
  • Transactional audits for each complaint.
  • Financial tracking per complaint.
  • Powered by cloud technology.
  • Real-time notifications and dashboards.
  • Free test environment included with all paid subscriptions.

Get started with CaseMatrix today

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.