Complaints with a fairness outcome, not just a status
Root cause, TCF outcome, whether it was upheld, redress paid and days to resolve — on every complaint.
A complaint record holds what a conduct regulator asks for rather than what a ticketing system needs. Alongside category, severity, status and the narrative, it carries the root cause, the treating-customers-fairly outcome, whether the complaint was upheld, the redress amount paid, whether it was escalated to a regulator, and the days it took to resolve.
The distinction that matters is between upheld and resolved. A resolved complaint tells you the queue is clear. An upheld complaint with a root cause and a redress figure tells you the customer was right, what went wrong and what it cost — which is the only version of the data that supports a conduct review or a root-cause programme.
Because root cause is a field rather than free text buried in a narrative, the question "what is generating complaints across this book" is answerable by aggregation instead of by reading. That is the difference between complaint handling and complaint learning.
What it does
- Record root cause, TCF outcome, upheld status and redress amount on every complaint.
- Track regulator escalation as its own fact rather than inferring it from severity.
- Measure days to resolution per complaint.
- Aggregate by root cause, so the pattern across a book is a query rather than a reading exercise.
- Distinguish a resolved complaint from an upheld one.
Implements
- Treating Customers Fairly (TCF) outcomes
- Root-cause classification
- Regulator escalation and redress tracking
See it in the product
Open a complaint: it names the root cause, the TCF outcome, whether it was upheld, the redress paid and the days it took — not simply an open or closed flag.