Customer Counsel
Every case closed unresolved gets an internal appeal, ruled before the regulator hears it.
The job
Catches every customer whose case closed without being resolved and builds an evidence brief. Files an internal appeal to the department that owns it before the regulator's deadline, rules it in committee, tells the customer either way, and proves regulator escalations fall.
The moment
In hearing mode, the committee takes appeal number 88. The evidence brief shows a customer was told "case closed" twice about a fee charged twice, with the bank's own policy cited against it.
The department that owns the case concedes, and the chair stamps the appeal upheld.
The WhatsApp message to the customer is approved, and the customer replies before the meeting ends: "I didn't think anyone would read it again."
The clock panel shows 212 appeals ruled this month, and regulator escalations down for the first time in a year.
What it does
- Open an appeal and draft the brief
- File the appeal to the owning department
- Stamp the ruling
- Reopen and tell the customer
- Build the regulator evidence pack
What you see
Legal docket with regulator clocks, evidence briefs with exhibit tabs, a full-screen hearing mode with a ruling stamp, and a department uphold league
What it moves
Regulator escalations per 10,000 complaints, appeals ruled within the internal deadline, and how often each department's cases are upheld.
Built for
- Compliance, complaints & legal
- Regulators & auditors
- CX leaders & VoC
- HR & employee experience
