Complaints Processing
Log, triage, investigate and resolve complaints to FCA DISP standards — with auto-SLAs, templated letters, MI and an audit-ready trail.
From intake to final response, Curvestone enforces the full complaints lifecycle.
Capture complaints from email/web/phone, auto-classify and start timers, generate acknowledgement/holding/final response letters (including FOS rights), orchestrate investigation and remediation tasks across AR firms, and produce board-ready MI — all with configurable workflows and evidence pins.
Inputs
- Inbound complaint (email, web form, phone note) with client details and AR firm
- Linked case docs (advice file, call notes, letters)
- Firm/Network policies, letter templates, SLA rules and escalation matrix
- User roles (Complaints, Compliance, AR principals), product metadata
Outcomes
- Complaint record with unique ID and full audit trail
- Auto-started SLA timers (acknowledgement, updates, final response) and breach alerts
- Generated letters: acknowledgement, summary resolution (if resolved within 3 business days), holding letters, final response including FOS rights
- Tasking & collaboration for investigation and remediation; evidence pins to source docs
- Root-cause taxonomy, trend tagging, Consumer Duty outcomes
- MI dashboards and exports (board/CEX, monthly FCA returns), Ombudsman pack assembly
Step by step
Capture & classify the complaint; start SLA timers; assign owner & AR firm
Capture & classify the complaint; start SLA timers; assign owner & AR firm
Investigate with tasks, evidence collection and stakeholder review; draft letters
Investigate with tasks, evidence collection and stakeholder review; draft letters
Resolve, issue final response, log redress/learning; produce MI and close
Resolve, issue final response, log redress/learning; produce MI and close
Capture & classify the complaint; start SLA timers; assign owner & AR firm
Capture & classify the complaint; start SLA timers; assign owner & AR firm
Investigate with tasks, evidence collection and stakeholder review; draft letters
Investigate with tasks, evidence collection and stakeholder review; draft letters
Resolve, issue final response, log redress/learning; produce MI and close
Resolve, issue final response, log redress/learning; produce MI and close
Typically processing time
≈ 60 seconds to capture & acknowledge (typical); investigation time varies by case
Pain Today
Impact with Curvestone
Spreadsheets and inboxes mean missed SLA deadlines and inconsistent responses
Weak root-cause analysis and limited MI for board/Consumer Duty reporting
AR oversight is fragmented; escalations unclear; evidence spread across systems
High rework from letters missing mandated FOS wording or status updates
Zero missed SLAs with automated timers, alerts and breach workflows
Consistent letters with mandated wording and evidence links
Network-wide oversight of ARs with clear escalations and approvals
Board-ready MI and trend analysis to drive remediation and reduce repeat issues
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Annual savings
Security & compliance
ISO-27001 · UK data residency · FCA compliant audit logs
Questions & Answers
What timelines do you support?
Does this work for AR networks?
Can we customise templates, SLAs and MI?
Related workflows
Cert No. 19087
© 2025 Curvestone Ltd.
Curvestone is a trading name of Curved Stone Limited registered in England No 09249565.
Registered Office: 55a Fermoy Road, London, W9 3NJ. VAT Number: GB 279018677.
