Enterprise · The Complaints Desk

Every complaint answered in sixty seconds. Every answer on the record.

Your complaint numbers are public — the regulator publishes them and your customers read them. The fix does not begin in a war room. It begins at the front desk, at the moment of the complaint.

Most complaints don't start angry. They start as a customer who couldn't get through: two hours on hold, an unanswered email, a chatbot loop. By the time the ombudsman letter arrives, the original sin is usually the same — nobody acknowledged them. The Complaints Desk removes that failure completely: every complaint, on every channel, in every language, acknowledged and logged the minute it arrives — at 3pm or 3am, in week one or bank-holiday week.

What she does with a complaint

Acknowledges instantly, 24/7. The complaint that waits is the complaint that escalates. None wait.
In the customer's own language. Automatic switching across 28 languages — the customer complains in theirs, the record reads in yours.
Triages by your severity rules. Vulnerable customer, safety issue, media threat — your definitions, enforced in code, escalated to the right human immediately.
Hands off with the whole story. Your case handlers receive the full context — never "please repeat your complaint from the beginning."
Writes everything to the ledger. Who was told what, when, and why — exportable, per complaint, per site. When the regulator asks what happened, the answer exists.

<60sAcknowledgement

28Languages

100%On the ledger

24/7Including holidays

The rule your compliance team will love

She never argues, never admits liability, and never offers a remedy beyond the policy you wrote. Intake follows your rules, enforced in code — and anything beyond her authority lands in a human's approval inbox, not in a customer's inbox.

A specimen complaint

Customer · 23:41Third time my service has gone down this month. I've been on hold TWO HOURS today. I want to make a formal complaint and I want compensation. Complaints DeskI'm sorry — three outages in a month and two hours on hold is not the experience you should be having, and I'm logging your formal complaint right now, on the record. A case handler will take it up with you within one working day. On compensation: that decision belongs to your case handler, so I won't make promises for them — but your complaint is flagged at high priority and nothing you've told me needs repeating. CustomerFine. How do I know this won't just disappear? Complaints DeskBecause it can't: every step of this conversation is on an audit ledger your case handler — and their regulator — can read. You'll hear from us within one working day. Is the number ending 4471 the right one to reach you on?

Complaint logged · Escalated high · Case handler briefed · 23:43

Why this is infrastructure, not a chatbot

Deflection bots make complaint numbers worse — customers punished by a loop complain louder, to the regulator. The Complaints Desk is built on the opposite doctrine: AI is the engine, never the authority. She acknowledges, records, triages and escalates; your people decide. Governance is not a feature we added — it is the product: policies per brand, authority limits with an approval inbox, unlimited sites under one console, and an exportable ledger under all of it.

Where it is today — honestly

Complaint intake — instant acknowledgement, multilingual conversation, severity triage, human handoff, the full audit ledger — is live in the product. Complaint case management — regulatory response clocks, final-response tracking, category reporting — is scoped and built with your pilot, against your regulator's rules. That sequencing is deliberate: intake is where complaints are won or lost, and it is ready now.

Start the conversation

Bring your compliance team — that's a good sign, not a delay.