Complaints management software that proves how every complaint was handled
Complaints handling in Flexys happens inside the collections record, not alongside it. Every complaint is linked to the customer's accounts and history, every action is recorded as it happens, and customers are kept informed without anyone chasing. When a regulator, an auditor or the customer asks what you did and when, the answer is already there. An optional module on Flexys collections software.
Complaints handled in the same record as the arrears
Nothing gets lost between teams
A complaint raised by an agent, by the customer in the self-service portal or by a representative on their behalf lands against the customer's record. The arrears team sees the open complaint; the complaints team sees the account. No separate system, no re-keying, no customer chased about a balance they've just disputed.
Deadlines are met, not discovered
Every complaint gets a response deadline the moment it's recorded. Approaching deadlines escalate to a senior worklist automatically. Overdue ones are flagged. Extensions and regulator referrals carry a reason and their own SLA. You find out about a complaint at risk while there's still time to do something about it.
Decisions you can stand behind
Each ground for complaint is investigated and resolved on its own, with a result and a written explanation, before an outcome is reached. Final responses are reviewed before they go out. Upheld complaints stay open until redress is confirmed. Root causes are recorded, so the same complaint doesn't keep arriving.
Customers hear from you without asking
Acknowledgement, extension and resolution messages go out automatically by email and SMS, each with the complaint reference. Customers can check progress and, once confirmed, read the outcome and final response in the portal. Fewer calls asking what's happening, and a record that shows you kept them informed.
Talk to us about complaints handling in Flexys
Tell us how complaints reach your team today and we'll walk you through how the module records, tracks and resolves them alongside the rest of the collections record.
Book a demoComplaints handling: common questions
What is complaints management software?
Software that records a complaint, moves it through triage, investigation, decision and final response, tracks the deadline for each stage and keeps the history. In Flexys it's an optional module, so complaints handling sits in the same record as the customer's accounts and contact history rather than in a separate system. The account screen lists the customer's complaints, open and closed.
Is this a standalone product?
No. It's an optional module on Flexys collections software, in the same way as the Agency Management module.
How does Flexys support our complaints handling obligations?
Every action on a complaint is recorded as an event with who did it, when and why, from first recording to redress or regulator closure. SLA deadlines, extensions and escalations are recorded against the complaint, and customer updates are logged. What that evidence demonstrates against your regulator's requirements is a matter for your own compliance assessment; Flexys doesn't provide regulatory advice.
Can customers raise and track complaints themselves?
Yes. Existing customers raise complaints from the self-service portal and can attach evidence. Former customers and third-party representatives can do the same through a secure link to the complaints area. Customers see progress and, once confirmed, the outcome and final response.
Who can do what?
Standard roles cover read-only, complaints agent, complaints manager and administrator, managed through your own single sign-on. Managers get the review and escalation worklists; agents get recording and processing. Grounds, root causes, escalation reasons and SLA periods are maintained by your administrators.