Case Law Library
For any open complaint, the precedents that actually settled cases like it.
The job
Gives the person handling a hard complaint the remedies that worked in similar past cases, judged by how customers actually responded, before the regulator's deadline runs out.
The moment
A new complaint handler has a furious customer who was charged twice. It is day 3 of the 5 days before the regulator's deadline.
The app shows three similar past cases as precedent cards, each judged by how customers actually responded.
A warning panel notes that a voucher without an explanation escalated one case in five. The handler picks the remedy that settled the complaint 86% of the time.
The customer's next message: "thank you, that's all I wanted".
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's deadline, escalations to the regulator per 1,000 complaints, and how often the first remedy offered settles the complaint.
Built for
- Compliance, complaints & legal
- Frontline staff
- Contact-centre operations
