AI complaint analysis.
FCA-ready audit trail.
One system.
Complaint Analyst gives compliance-conscious fintech teams AI-powered triage, investigation, and resolution — with the regulatory evidence your examiner expects. UK FCA to EU BaFin, AMF, and Kifid. Every case. Every decision. Every audit.
Second charge on 12 Feb, customer contacted same day. No refund issued within 5 business days. Previous complaint on same product in Nov 2025.
FCA requires final response within 8 weeks. Repeat complaint pattern suggests systemic issue per DISP 1.3.3.
What makes Complaint Analyst different
AI briefs, analysis, letter drafts, and redress advice grounded in your Knowledge Base. Not generic AI output.
Audit trails, correction logs, prompt versioning, and SM&CR fields captured automatically. Not retroactively.
FCA, BaFin, AMF, Kifid, FSPO, and Banco de España. Per-jurisdiction readiness scores, live regulatory feeds, and DISP exports for every market.
Investigation
Your analyst opens the ticket. The brief is already there.
Within 10 seconds of a complaint arriving, AI has classified the category, identified vulnerability indicators, found similar resolved cases, hypothesised the root cause, and assessed FOS referral risk. The analyst starts informed, not cold.
- Pre-investigation case brief: auto-generated before the analyst clicks open
- 11-section AI analysis: streaming with Knowledge Base citations
- Auto-classify: AI infers category, severity, and product type on intake
- FOS Outcome Predictor: high, medium, or low referral risk with similar FOS decisions
- PII masking: personal data stripped before any AI call
Resolution
Every decision checked against your own track record.
The Redress Advisor shows what you paid on similar cases. If your analyst proposes something outside that range, or diverges from team precedent, the system asks why and logs the answer. The Quality Gate checks the letter before it goes out. Every step documented for the regulator.
- Redress Advisor: AI-suggested range from internal history, with divergence warnings
- Quality Gate: pre-send validation covering tone, FOS rights, and redress consistency
- Outcome Consistency Check: divergence from team precedent auto-logged to the audit trail
- 6-step Case Progress stepper: received, acknowledged, analysed, decision, final response sent, closed
- Immutable correction logs: every edit logged with old and new values, reason, who, and prompt version
Multi-Jurisdiction
Your customers are EU-wide. Your complaint system should be too.
Complaint Analyst auto-detects jurisdiction from customer phone prefix, postcode, and legal entity, then applies the right deadline rules, Knowledge Base articles, and ombudsman routing. One platform, seven regulatory frameworks. No spreadsheets per market.
- Jurisdiction auto-detection: phone prefix, postcode, and legal entity on intake
- Per-regime deadline rules: BaFin § 17, AMF 10-day, Kifid 6-week, FSPO, Banco de España
- 20 EU-specific Knowledge Base articles: PSD2, MiCA, Distance Marketing, Consumer Credit, ADR directives
- Per-jurisdiction readiness scores: worst-first sorted on compliance dashboard
- DISP breakdown by jurisdiction: received, acknowledged, resolved, FOS referrals per regime
Ireland claims stay anchored to the public market-readiness guide so financial-services proof is visible and non-financial scope stays explicit.
Regulatory Intelligence
FCA publishes new guidance. Your Knowledge Base is flagged before your analyst asks.
Complaint Analyst crawls FCA and FOS publications weekly. When new guidance is relevant to open complaints or your Knowledge Base articles, a flag appears on your compliance dashboard. Your team stays ahead of regulatory change — automatically, not six weeks later when an examiner asks.
- Weekly FCA and FOS crawler: AI assesses relevance per publication
- Knowledge Base article flags: marks articles affected by new guidance, with a reviewed workflow
- Affected ticket count: shows how many open cases a publication touches
- Per-user dismiss: compliance team tracks who has read what
- Complaint Surge Detection: AI attributes volume spikes to support failure or product issue
Oversight
Know your compliance position before the examiner does.
Generate your DISP monthly report in seconds, not a weekend. See your FCA Readiness Score update in real time. Export GABRIEL CSVs and final response letter PDFs with one click. Track FOS prediction accuracy quarter over quarter.
Operations
Import, assign, track, prove control.
Security & governance
No shortcuts on security. No compromises on data.
- 33 FCA compliance tests in CI
- Enterprise auth + SSO
- Sensitive-case AI review gates
- Versioned disclosure export controls
- GDPR erasure + 7-year FCA baseline
- Encrypted credentials
- Role-based access
- Multi-tenant ready
Complaint text is masked before remote AI calls. Especially sensitive complaints are screened locally and can require governed review before remote processing. Disclosure exports are governed by versioned policy controls, and public retention claims stay anchored to the canonical 7-year FCA baseline. Every release ships 33 automated FCA compliance tests covering deadline enforcement, GDPR erasure, audit trail integrity, and encryption.
Talk to us
Tell us how many complaints you handle. We'll tailor the next conversation.
Share a few basics and we'll follow up with the right product discussion, whether you are exploring triage, audit trails, or a more efficient complaint operation.
- Short form, four required fields
- Responsive on desktop and mobile
- Submission creates a follow-up lead record for the team