Shadow Regulator Return
File the regulator's return from every channel, and see what the regulator would find.
The job
Replace the manually compiled regulator complaint return with a living return in the regulator's own categories and clocks, plus a shadow column of complaints that met the regulator's definition but never reached the register.
The moment
Row 3 shows 212 registered card complaints and a shadow column of 1,180 on social media and chat that meet the regulator's definition. The regulator's-eye toggle drops the bank from 4th to 9th among peers. The officer converts the 40 riskiest to cases before submitting, and the published ranking lands within one place of the 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
Shadow complaints (meeting the regulator's definition but unregistered) converted to cases before filing, statutory-clock compliance %, and rehearsal error against the published ranking (places)
Built for
- Compliance, complaints & legal
- CX leaders & VoC
- Executives & leadership
