Complaints are data. Handled well, they show a firm where its products and processes are failing. Handled poorly, they turn into regulatory findings.
I have worked on intake applications for customer complaints and regulatory tips. These are the requirements I would want settled before choosing or building a system.
The checklist
- Every intake channel captured in one place
- Clear routing and ownership rules
- Deadlines and escalation triggers
- Consistent categories for trend reporting
- Records retention that meets your obligations