Customer complaint management is a key component of driving customer loyalty and ultimately developing more business. Complaint management systems enable the effective development of stronger and more profitable relationships with your customers. 

Complaint management software

Equiniti is a trusted partner in complaint management and our software is currently managing over 4.5 million cases for some of the most highly regulated organisations in the UK.

Our complaint management solution captures and tracks your complaints from initial contact through to resolution, helping organisations process complaints through any channel in their organisation.  It produces all the required communications including letters and detailed management information and reports the root causes of complaints.

Our complaint management software provides accountability throughout the complaint process, enabling organisations to stay within legislation, and can be customised to handle complaint processes in a range of different regulatory and business environments. Our complaint management software is used within financial services, utilities, telecoms and the public sector.

Complaint management resource

Equiniti has delivered specialist complaint handling services for over 15 years, forming partnerships with some of the largest insurers, retail banks, regulatory bodies and outsourcers in the UK.

Whether you require a short term resource or a fully managed service, our solutions will enable you to strengthen operations whilst incorporating new regulatory requirements.

Complaint management consultancy

Equiniti is an assured partner to organisations in need of advice and guidance on root cause analysis, quality management, service improvement and training to help drive superior complaint handling.

Root cause analysis

Our root cause analysis experience means that we can identify the common causes of complaints and help you to implement an effective remediation strategy.

Quality management and service improvement

We work closely with clients to understand their complaint operations models, evaluating the data and providing gap analysis to identify areas for improvement.