Centralize complaints from retail, business and corporate customers, meet your regulatory deadlines and turn every dispute into an opportunity to build trust.
Request a demoContact usDisputed transactions, fees, cards, loans: every day a bank handles sensitive complaints, under the regulator's eye and within tight deadlines.
Missing transfers, disputed direct debits, ATM withdrawals not dispensed, unrecognized card payments: each case must be qualified and investigated quickly.
Acknowledgement, response time, reminders: the bank must be able to prove it meets the deadlines set by regulation and by its own service charter.
Full history of each complaint, supporting documents, decisions and replies: everything must be kept and available for inspections and audits.
Branches, contact center, online banking, mobile app, mail, social media: complaints come from everywhere and must be brought together.
Cards, lending, back office, compliance, branches: a complaint often goes through several departments before it is resolved.
Volumes, reasons, response times, resolution rates: indicators must be produced without manual rework.
Complaints Manager comes with a set of complaint reasons suited to banking product families, which you complete according to your catalog.
Account opening and closing, account agreement, maintenance fees, overdraft interest, statements, branch transfer, KYC file.
Card blocked or retained at the ATM, cash not dispensed, disputed POS payment, fraud, card blocking, chargeback request.
Transfer not received or late, unauthorized direct debit, bounced or rejected check, international transfer.
Simulation and disbursement, amortization schedule, early repayment, borrower insurance, lien release, loan certificate.
Online banking access, strong authentication, mobile app, notifications, failed online transactions.
Commissions, value dates, terms and conditions, goodwill gestures and complaints about service quality in branches.
An integrated, configurable solution covering the full life cycle of a banking complaint, from receipt to closure.
Branch, phone, online banking, mobile, e-mail or web form: every complaint is recorded in a single repository.
Learn more →A banking classification (accounts, cards, loans, savings, payment methods, fees) for automatic routing to the right team.
Learn more →SLAs by complaint type, alerts before the deadline and automatic escalation to the next level.
Learn more →Cases close to their due date are prioritized so the response deadline is never missed.
Learn more →Dashboards and reports by reason, channel, branch or product, ready for management and the regulator.
Learn more →CSAT, NPS or CES surveys after closure to measure the impact of complaint handling on the relationship.
Learn more →Automate repetitive tasks and secure your exchanges with customers.
Generate standardized reply letters that follow your guidelines, ready to send to the customer.
Learn more →Assign complaints automatically and retrieve the information you need from your business applications.
Learn more →Model your approval circuits: advisor, back office, compliance, management, with escalation based on amount or risk.
Learn more →Attach statements, contracts and supporting documents to each case, with secure retention.
Learn more →Answer simple requests 24/7: complaint status, card blocking, documents to provide.
Learn more →A customer disputes a card payment they don't recognize. Here is how the complaint is handled end to end in Complaints Manager.
From the mobile app or the chatbot, the customer reports the disputed transaction; an acknowledgement with a case number is sent immediately.
The complaint is classified as "Card – unrecognized transaction" and assigned to the cards team; account and transaction data are retrieved automatically.
Statement, payment receipt, customer statement and exchanges with the card network are stored in the EDM, attached to the case.
Workflow: relationship manager → cards team (analysis, card blocking, chargeback request) → compliance approval if the amount exceeds the defined threshold → decision. Automatic alert when the response deadline approaches.
The decision (refund, reasoned refusal or request for more information) is produced from a letter template approved by the bank.
The letter is signed electronically by the authorized manager and sent to the customer; the case is closed and a satisfaction survey is triggered.
Complaints per 1,000 customers
Average handling time and compliance with regulatory deadlines
Rate of justified complaints and amount refunded
First contact resolution rate in branches or at the contact center
Breakdown by product, channel, branch and region
Satisfaction (CSAT) and recommendation (NPS) after closure
BMCI chose Complaints Manager to replace manual processes that slowed down the routing of complaints to the right teams and made compliance with demanding regulations harder.
Yes. Acknowledgement and response deadlines are configured according to your obligations, every action is time-stamped and reporting statements are produced directly from the tool.
Yes, through the API Manager and the RPA Dispatcher: customer, account and transaction data are retrieved automatically to avoid re-keying.
The advisor records the complaint in the tool from the branch; it then follows the same circuit as complaints received by phone or online, with the same deadline tracking.
Yes: they receive a case number and can track progress through the chatbot, the customer portal or notifications.
Our experts will show you Complaints Manager on your own cases: disputes, card, loan or fee complaints.
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Welcome to Complaints Manager,
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