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Complaint management

Effective complaint management can go a long way in driving customer loyalty and ultimately developing more business. When a complaint is resolved efficiently, you have a greater opportunity to develop stronger relationships with your customers. 

Track, manage, resolve

Equiniti is a trusted partner in complaint management, with our software currently managing over 4.5 million complaints for some of the most highly regulated organisations in the UK.

Our complaint management solution captures, manages and tracks your complaints from initial contact through to resolution, helping organisations to process a complaint through any channel in their organisation, whether call centre, branch or online. It produces all the required communications including letters and detailed management information and reports which are essential in determining the root cause of complaints.

It provides accountability throughout the complaint journey, enabling organisations to remain compliant, and can be customised to handle the complaint processes of a range of regulated organisations.

Key benefits

  • Single view of all activity related to the complaint
  • Full auditability and accountability
  • Flexibility to support on-going business and legislative change
  • Efficient and faster access from any location and any device
  • Rapid customisation and deployment
  • Many options for integrating with existing customer management and administration systems
  • Fully hosted service available

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