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Portfolio · Compliance and Risk

Complaints Handling

Brings customer complaints from forms, email and WhatsApp into one inbox, puts each on a response clock, groups common root causes, and drafts a complaints return and a short brief on the biggest issues.

Discipline
Consumer protection · Complaints reporting
Status
Concept demo. Not a client project. All complaints are invented and the sorting is simulated.

Request access to open it. The demo is labelled SYNTHETIC EXAMPLE DATA and is not for submission to any regulator.

Complaints inbox with categories and response clocks

The problem it solves

Complaints arrive through many channels and have to be acknowledged, answered on time, analysed for root causes and reported. Bank of Uganda's 2011 consumer protection guidelines ask for a final response within two weeks, root-cause analysis and a half-yearly report. Payment service providers file a monthly complaints return under the 2022 National Payment Systems consumer protection regulations.

How it works

  1. 01

    Complaints come in from web forms, email and WhatsApp, in English or Luganda.

  2. 02

    Each one is sorted into a category and put on a 14-day response clock.

  3. 03

    Open complaints are tracked against their deadlines, and overdue ones stand out.

  4. 04

    Common root causes are grouped so the team can fix the source, not just the ticket.

  5. 05

    A draft complaints return by category and agent location, and a top-3 systemic issues brief, are prepared for review.

Key features

  • One complaints inbox

    Form, email and WhatsApp complaints in one list, with category, status and owner.

  • Response clock

    Each complaint shows how long is left on its 14-day response clock.

  • Root-cause view

    Groups complaints by root cause and shows which issues are growing.

  • Draft return and brief

    Drafts a complaints return by category and agent location, plus a short brief on the top three systemic issues.

Who it is for

Banks and other supervised financial institutions, and payment service providers such as mobile money operators.

What the demo shows

  • Ingest, the inbox, response clocks, root causes, the draft return, the issues brief and the regulatory basis.

What is real and what is example

Real

  • BoU Financial Consumer Protection Guidelines 2011, Part III s.9: written acknowledgement, final response within two weeks, root-cause analysis and a half-yearly report.
  • National Payment Systems (Consumer Protection) Regulations 2022: a monthly complaints return within 15 days of month-end, by category and agent location.

Example

  • All 500 complaints, customers, amounts, locations, counts, categories and root causes are invented.
  • The sorting is simulated. Categories are set by a seeded script, not by a real AI model.
  • The return layout is a draft, not the official template.

Screens from the demo

Root-cause view grouping complaints by cause
Root-cause view grouping complaints by cause
Draft complaints return by category and agent location
Draft complaints return by category and agent location

All complaints in these screens are invented, and the classification is simulated.

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