TRUSTED BY INDUSTRY LEADERS
Our analysis
What we found in the FCA data
The Resolution Gap
Over half of complaints take longer than three days to resolve — and the rate is getting worse, not better. We break down why automation gains have plateaued since 2022.
Resolution speed
The Compound Cost of Slow & Wrong
54.7% slow. 57.9% upheld. When you layer resolution speed against accuracy, the implied redress cost is £75k per 1,000 complaints—before handling costs.
COST analysis
Two Models, Neither Optimal
The firm-level data reveals two distinct approaches to complaint handling in UK banking: fast but expensive, or accurate but slow. We show why neither closes the gap.
Firm-level data
The Benchmarking Gap
Within the same sub-sector, the spread between top and bottom quartile on resolution speed is over 30 percentage points. The gap is a process problem, not a complexity problem.
Benchmarking
Analysis
What the data reveals
The Resolution Gap
Over half of complaints take longer than three days to resolve — and the rate is getting worse, not better. We break down why automation gains have plateaued since 2022.
Compound Cost of Slow & Wrong
54.7% slow. 57.9% upheld. When you layer resolution speed against accuracy, the implied redress cost is £75k per 1,000 complaints—before handling costs.
Two Models, Neither Optimal
The firm-level data reveals two distinct approaches to complaint handling in UK banking: fast but expensive, or accurate but slow. We show why neither closes the gap.
The Benchmarking Gap
Within the same sub-sector, the spread between top and bottom quartile on resolution speed is over 30 percentage points. The gap is a process problem, not a complexity problem.
Turn your customer Inbox into resolved processes
Trusted AI workers that gather evidence, apply policy, and execute audited actions — moving complaints, documents, and tickets from intake to done
Enterprise-grade security
SOC 2 TYPE I & ISO 27001
Made in Europe
Based in London & Lisbon
Turn your customer Inbox into resolved processes
Trusted AI workers that gather evidence, apply policy, and execute audited actions — moving complaints, documents, and tickets from intake to done
Enterprise-grade security
SOC 2 TYPE I & ISO 27001
Made in Europe
Based in London & Lisbon
Turn your customer Inbox into resolved processes
Trusted AI workers that gather evidence, apply policy, and execute audited actions — moving complaints, documents, and tickets from intake to done
Enterprise-grade security
SOC 2 TYPE I & ISO 27001
Made in Europe
Based in London & Lisbon