Financial Services
CAS is an acknowledged expert in complaints management. Our product, Workpro Complaints, is used by many UK customer service operations, including many Ombudsmen organisations, and we have significant experience of supporting organisations as they review their systems and change processes to reflect new regulatory requirements.
We work closely with individual clients so that each Workpro implementation reflects their unique customer care approach. Workpro Complaints will help you to clearly demonstrate TCF (Treating Customers Fairly) behaviour, while well handled complaints can lead to an increase in customer confidence and loyalty.
Workpro Complaints delivers:
| Best practice complaint handling |
Handling cases promptly, consistently and effectively will minimise referrals to the FOS and will help meet TCF requirements |
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| FSA reporting as standard |
Advanced reporting features meet FSA requirements and support performance and workload management |
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| Precedent case information |
Expedite decision making, learning from previous case precedent when addressing new complaints (including FOS decisions) |
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| Root cause analysis |
Enabling you to continually improve your products and services, remedying systematic problems |
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| Clear signposting and audit trails |
Ensuring upward referral to FOS and regulatory compliance |
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| Well defined processes |
Combined with document templates and advanced case management tools, guarantee a consistently high standard of complaints management |
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| Highly configurable and flexible |
Workpro can easily adapt to future regulatory and organisational changes without systems development effort. |
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| Intuitive and easy to use |
Deployment is fast and staff are up to speed quickly |