Comma5 Resolver

Complaint handling for banks, lenders and other regulated businesses: log, track, escalate and resolve every complaint in one place.

What it does

Comma5 Resolver gives branch staff and head office one place to record and resolve customer complaints. Each complaint is tracked against its deadline, escalates automatically when it needs to, and keeps a full history. Your own administrators decide the deadlines, severities and escalation steps, so the system follows your complaints policy rather than the other way round. It runs on your own server or hosted by Comma5, with one installation for each country.

Log a complaint in under a minute from any channel: branch, call centre, email, WhatsApp, mobile app, SMS or social media.
The customer's account and previous complaints appear next to the form, with a warning when the same complaint is already open.
Each complaint gets a reference, an owner and a deadline in working days, with public holidays taken into account. Deadlines are shorter for vulnerable customers.
A visual escalation matrix: set severities, deadlines and escalation rules on a timeline, preview the effect before saving, and see who changed what.
Automatic escalation when a deadline is at risk or missed, a case is reopened, nobody has updated it, or the amount is above an officer's limit.
Redress approved by a second person (four-eyes), checked against each role's authority limit.
Branch staff see their own branch. Head office sees every branch.
Operations dashboard: open cases, deadline health, ageing, workload and channels.
Executive insights: spikes in complaint types flagged for investigation, root causes, outcomes, redress paid and regulatory returns due.
Settings for each country, including deadlines, categories, currencies and public holidays.

Try the online demo

See it in action

**Log a complaint** Find the customer, see their account and past complaints, and the deadline is set as soon as you save.

**Your escalation matrix** Severities, deadlines and escalation steps on one screen. Drag a rule along the timeline to change when it fires.

**Four-eyes approval** Redress above an officer's limit waits for a second person, with every escalation level in view.

**Operations dashboard** Open cases, deadlines at risk, ageing and where complaints come from, at a glance.

Built for regulated businesses

Banks, development finance agencies, microfinance and insurers answer to a regulator for how they treat complaints. Comma5 Resolver makes the process consistent and provable.

Every action is recorded on the complaint's timeline: who did what, and when.
Deadlines, escalation steps and approval limits come from your policy and can be changed by your own administrators, with a change log.
Regulatory and board reports are tracked with their due dates, so none are missed.
Role-based access: each person sees and does only what their role allows.

Up and running quickly

Comma5 Resolver starts with sensible defaults for your country, which we tune with you during set-up.

Hosted by Comma5 in the cloud region you need, or installed on your own servers.
Your complaint categories, branches, roles and limits loaded before go-live.
Training for branch staff, complaints officers and managers, and local support afterwards.

Try the online demo

Explore Comma5 Resolver with a full set of sample complaints: log a complaint, approve redress, change the escalation matrix and see the dashboards. Every role is ready to try, from branch officer to CEO.

Tell us who you are and we will email you a personal link straight away. It works for 14 days. The data is fictional and resets every night.

Prefer a guided tour, or have a question? Contact us.