Care Receipts
Every vulnerable case ends in a receipt the board and regulator can read.
The job
Proves care happened by turning every closed vulnerable-customer case into a receipt, rolling them into the evidence the board and regulator ask for, linking each to the rule it supports, and letting anyone pick one at random to see the full trail.
The moment
Every closed case involving a vulnerable customer ends in a receipt: when the need was spotted, how fast a person responded, what was done and what the customer said afterwards.
At 16:00 on Friday, the chair's WhatsApp voice note reports 41 customers in serious difficulty this week. All reached a person, with a median wait of six minutes; one waited three hours, and the note says what changed.
At the regulator's inspection, the CCO hands the inspector the mouse to pick any receipt. It lands on a hardship case from March.
The trail shows the first message, the six-minute pickup, a payment pause, and the customer's words a month later, "you gave me room to breathe", each linked to the rule being inspected.
What it does
- Draw a random receipt
- Send the chair's voice note
- Send the board page or inspection pack
- Send an exception card to the lane owner
- Record the owner's explanation
What you see
Thermal receipt roll with a 'draw a receipt' audit, plus a Friday voice note and a one-page board brief
What it moves
The share of vulnerable customer cases closed with the customer's own words confirming the outcome (target 100%), median minutes to reach a person in each care team, and regulator findings on vulnerability each quarter.
Built for
- Compliance, complaints & legal
- Executives & leadership
- Regulators & auditors
