The Ombudsman's Door
See who can go to the regulator tomorrow, and who already has.
The job
Shows, for every open complaint, the date the customer can take it to the regulator or ombudsman and whether they already have, so you can act before the regulator's clock starts running against you.
The moment
The officer looks at a calendar set out as a corridor of doors. Each door opens on the date a group of customers can take their complaint to the regulator.
Tomorrow the door opens for 38 customers, and 11 of them have already said they'll go to the regulator.
Another 19 say they already have, and none of them is in the company's register. The officer opens all 19 cases in one click, each with a start date estimated from the customer's own message.
The head-start counter jumps to 61 business days of warning this quarter.
What it does
- Open an invisible escalation
- Fire a save play
- Move to Level 2
- Draft a response pack
- Record a save outcome
What you see
A corridor of doors (a calendar of eligibility dates) with an 'already through' lane, a head-start counter and a save-play leaderboard
What it moves
Complaints escalated to the regulator per 10,000 complaints, business days of warning before regulator notices each quarter, and dollars saved on regulator cases.
Built for
- Compliance, complaints & legal
- Frontline staff
