Complaint Ready
Full complaint lifecycle, from log to close.
SLA tracking, customer portal, regulatory modes, and GDPR compliance — for teams that take complaints seriously.
The challenge
Complaints managed in email inboxes get resolved late, poorly, or not at all. SLA commitments are missed because nobody is tracking them. Patterns go unnoticed until they become incidents. When a food safety regulator or FCA auditor asks for your complaint handling records, the answer should not be 'let me check my inbox.'
Key capabilities
Complaint logging
Capture all complaint details at the point of receipt — source, category, severity, subject, and initial narrative. Configurable to your complaint taxonomy.
SLA rules by severity
Define SLA targets for each severity tier. Automatic escalation when a complaint approaches or breaches its SLA. No more manually checking spreadsheets for breaches.
Customer-facing portal
Give customers a direct route to submit complaints and track progress. Reduces inbound phone and email volume and creates a documented submission trail.
Complaint clustering
Automatically flag when multiple complaints share the same category, product, or root cause. Spot systemic issues before they escalate into incidents.
GDPR compliance tools
Manage complainant data in line with UK GDPR. Retention period tracking, anonymisation tools, and subject access request support built in.
Communication log
Every outbound communication logged against the complaint record. No more 'what did we say to them last week?' before a difficult follow-up call.
FCA and food regulatory modes
Pre-configured workflows for complaints under FCA complaints handling rules and FSA food safety guidance. Switch mode per complaint type.
PDF exports
Generate a full complaint record as a PDF — suitable for regulatory submissions, legal proceedings, or management reporting.
How Complaint Ready connects
Complaint Ready connects directly to Action Ready. When a complaint investigation identifies that a corrective action is required — address a root cause, change a process, retrain a team — it is raised in Action Ready, assigned to an owner, and tracked to closure. The complaint record shows the linked action and its current status, so the investigator does not need to check two systems.
Connected to Action Ready
Every corrective action raised in Complaint Ready flows to Action Ready — the central hub where all compliance actions across the platform are tracked, assigned, and verified.
Ready to see it in action?
Book a 30-minute demo and we'll show you the modules that matter most for your team.