# Customer complaints handling (UK FCA) > Customer complaints handling (UK FCA): Complaint category, redress due Checked: cross-checked. Produces responses, redress, root causes. Source: https://www.sumarity.ai/library/customer-complaints-handling/ Banking and payments # Customer complaints handling (UK FCA) Reads complaints, account history, the rules for redress. Produces responses, redress, root causes. Code works out every figure, the Judgement Engine answers the narrow questions, and whatever stays uncertain goes to a person. Cross-checkedClaims, disputes and exceptions Start from this workflowMore for banking What it decides ## Narrow questions, each with a check behind it. Complaint category, redress due Cross-checked: account history, rules. A second source has to agree: a register, a contract, a list. When it does the judgement settles; when it doesn't, a person decides. | Reads | Complaints, account history, the rules for redress | Produces | Responses, redress, root causes | Who signs | A person on your team, with every figure traced to its document and every call on record | Process | Claims, disputes and exceptions | Industry | Banking and payments See it run ## Every line, decided where it's safest. An example run. Each stage lights up as a line is decided there; pick a stage to see its lines. ReadsComplaints, account history, the rules for redressCodeReads, matches, ties out and works out every figure.JudgementComplaint category, redress due. Settles only when it clears the cutoff and a second source agrees.A personGets whatever stays uncertain, with the evidence. Their ruling tunes the next run.ProducesResponses, redress, root causes Customer complaints handling (UK FCA) · example run Example run | Ref | Item | Value | Decided by | CMP-71 | Charged twice for a transferDuplicate fee found: refund | 15.00 | Code · proven | CMP-72 | Card blocked abroadFraud rule triggered as designed · 0.93 | | Engine · cross-checked | CMP-73 | Mortgage rate not loweredTerms say fixed until 2027 · 0.91 | | Engine · cross-checked | CMP-74 | Poor service at branchNo facts to check: a person replies | | To a person | CMP-75 | Lost chequeCheque presented and paid on 04.09 | | Code · found | Settled 4 To a person 1 Settled wrong 0 Illustrative lines. Amber rows are the Judgement Engine's calls; each settles only above its cutoff and when its check agrees. What it could save ## Your volumes in. Your hours out. In our tests, between 24% and 42% of items still went to a person after tuning. Set your own share; a pilot measures it on your data. Items per run Runs per month Minutes per item by hand Cost per hour Share of items that still need a person: 30% By hand today80 ha month With Sumarity24 ha month, for the items people decide Saved56 hCHF 53,760 a year Related ## Start from what's closest. ### Claims, disputes and exceptions in other work Finance ### Customer deductions and short-pay disputes Valid deduction (promotion, damage) or not Proven by codeBanking ### Payment exceptions and investigations Why a payment failed or is queried; the action Proven by codeBanking ### Card disputes and chargebacks Network reason code; evidence enough to fight Cross-checked ### More for banking ### Payment exceptions and investigations Why a payment failed or is queried; the action Proven by code ### Card disputes and chargebacks Network reason code; evidence enough to fight Cross-checked ### Nostro and vostro reconciliation Which statement line matches which booking Proven by code Questions ## What buyers ask What happens when Sumarity isn't sure? Nothing settles below the cutoff, or when the check disagrees. The item goes to a person in the inbox with what the engine saw, its best answer and the runner-up. The person's ruling is kept and tunes the next run. How are its judgements checked? A second source has to agree: a register, a contract, a list. When it does the judgement settles; when it doesn't, a person decides. Can we change it to fit how we work? Yes. Start from this workflow and describe your differences in plain words. The design assistant revises it, the validator checks it, your expert reviews it on the canvas, and your admin publishes it. Does it read our files as they are? Yes: spreadsheets and CSV in any layout, PDFs, bank formats and e-mail attachments. Sumarity suggests how each column maps, proves the mapping on a sample and remembers it once a person confirms it. Where does our data go? Sumarity runs in Zurich. Your data, backups and logs are stored in Switzerland. How does it get better? Your team's rulings become an answer key. Better questions and cutoffs are proposed, tested on data they haven't seen, and published only when your admin approves. It improves itself, with permission. ## Start from this workflow. Run it on your data. A pilot runs alongside your own process for a few weeks, at our cost, and ends in a line-by-line comparison. Talk to usBack to the library