Consumers expect a lot and when they get less than
what they expect, they complain. Unfortunately for financial services firms, that complaint may
not be limited to customer service staff, it may be logged with the regulator. Fail to handle that complaint
appropriately, or get too many of the same types of complaints and the
regulator is at your door. Complaint data can provide valuable insights into
your business, but not if you do not have any visibility into, or trust in the
If you are still managing complaints on spreadsheets
or other manual methods, building that audit trail the regulator is sure to ask
for becomes a time consuming if not impossible task. In fact, these manual
processes, particularly in data collection and resolution workflow often lead
to failures prompting an examination.
OneSumX for Complaint Management provides a centralized and automated process that helps organizations of
all sizes effectively manage, resolve and report on complaints. By bringing
content, compliance and technology together, we help organizations keep complaints
from turning into regulator criticisms.