Case Law Library
For any open complaint, the precedents that actually settled cases like it.
The job
Give the person holding a hard case the remedies that worked in similar past cases, judged by how customers actually responded, before the regulator clock runs out.
The moment
A new handler facing a furious double-charged customer on day 3 of 5 sees three precedent cards, chooses the one that ended it 86% of the time, and the customer's next message is thank you, that's all I wanted. The dissent panel had warned her: a voucher without an explanation escalated one case in five.
What it does
- Apply and log a remedy
- Draft a reply using a remedy
- Post the draft as an internal note
- Promote a landmark ruling
- Open a precedent / share the case link
What you see
Law-library precedent cards with a regulator clock, dissenting opinions and monthly landmark rulings
What it moves
Complaints settled before the regulator deadline and escalations to the regulator per 1,000 complaints; first-remedy settlement rate
Built for
- Compliance, complaints & legal
- Frontline staff
- Contact-centre operations
