Shadow Regulator Return
File the regulator's return from every channel, and see what the regulator would find.
The job
Replaces the manually compiled regulator complaints return with a live one in the regulator's own categories and deadlines, plus an extra column of complaints that met the regulator's definition but never reached the register.
The moment
The regulator's complaints return is laid out in the regulator's own format, with an extra column of complaints that never reached the official register.
For card complaints, 212 are registered, but 1,180 more on social media and chat meet the regulator's definition of a complaint.
Viewed as the regulator might see it, the bank drops from 4th to 9th among its peers. The officer turns the 40 riskiest into cases before submitting and queues the rest for registration.
When the ranking is published, it lands within one place of this rehearsal.
What it does
- Convert a shadow item to a case
- Label "not a complaint"
- Sign off the return
- Prepare the return for the portal
- Log the published figures
What you see
Regulator return template with a shadow column and a regulator's-eye peer toggle; XLSX/PDF for the portal
What it moves
Unregistered complaints that meet the regulator's definition turned into cases before filing, the share meeting legal deadlines, and how many places the rehearsal was off from the published ranking.
Built for
- Compliance, complaints & legal
- CX leaders & VoC
- Executives & leadership
