Each current account complaint triggers a manual chain to assess
Today
Operations team
Complaint logged manually across email, portal and letter
Account and history pulled separately from core banking
Handler reads history to identify type and applicable policy
Determination inconsistent across handlers and shifts
Response drafted manually, case updated across systems
Complex cases identified only after full file review
With Noxus
Co-worker
Every channel feeds a single governed complaint workflow
All account data retrieved in a single orchestrated pass
Complaint type and governing policy identified automatically
Same facts produce the same determination every time
Response dispatched, case written back to register and CRM
Complex cases file-ready before the handler queue opens
How Noxus Works
Three layers powering current account complaint handling end-to-end
Noxus connects to your core banking, CRM, complaints system and document repository, and runs the complaint handling process from intake to write-back.
01
Complaint Intelligence
Receives complaints from any channel, identifies the type, and matches the case to the account record and transaction history.
INGEST
→
CLASSIFY
→
MATCH
02
Autonomous Execution
Retrieves account data, history and product terms, applies the firm's DISP rules, and writes the determination back across systems.
RETRIEVE
→
DETERMINE
→
WRITE-BACK
03
Governance & Audit
Every step from receipt to determination is logged and replayable. DISP fields populated automatically for the FCA biannual return.
LOG
→
REPLAY
→
REVIEW
Capabilities
What happens across each layer of the current account complaint handling process
Whether portal submission, scanned letter or telephony transcript, the complaint type is identified and matched to the account record. Duplicates across channels are detected and merged.
Core banking queried for account status and transaction history; CRM pulled for prior complaints; product terms retrieved; DISP rules applied by complaint category; determination reached and response dispatched.
Every step logged and replayable. No AI makes a determination outside the firm's encoded rules. DISP reportable fields populated automatically for the FCA biannual return and FOS referrals.
agentic operations
Acknowledging current account complaints isn't resolution
Resolving means retrieving the account record and history from legacy core banking, pulling CRM contact, applying DISP rules, generating the response, and writing back across systems.
Retrieves the file, applies DISP, resolves in-scope cases.
Measured results
Numbers that move the business
Measured outcomes from current account complaint handling deployments on existing banking stacks.
Built for Every Team
Built around the current account complaint resolution workflow
Customer Operations
Manual steps such as lookups, history pulls, policy checks and drafts eliminated for in-policy cases. Handlers focus on exceptions requiring judgement.
Compliance & Regulatory
Meet DISP and Consumer Duty with a complete audit trail on every complaint resolution. DISP fields populated automatically for the FCA biannual return and FOS prep.
IT & Architecture
Deploy complaint management software on your existing core banking, CRM and complaints stack. No API prerequisites, no middleware. Connects to legacy systems natively.
What Customers Say
Trusted by teams running the operations
Frequently Asked
Questions about current account complaint handling
How quickly can current account complaint handling software be live?
6-8 weeks from contract to production on live banking data. System connectivity and workflow configuration against your specific complaint categories and DISP handling rules occupy the first phase, followed by parallel testing on live complaint volume before handover.
What systems does Noxus complaint management platform connect to?
Your core banking platform for account and transaction data; your CRM for contact history and prior complaint records; your complaints management system for case registration and write-back; and your document management environment for product terms. Specific connectors confirmed during scoping.
What happens when the complaint input is incomplete or ambiguous?
A targeted request for the specific information needed is generated and the case held pending. The complaint handling process does not make assumptions or proceed on incomplete data. The case stays open until the gap is resolved. The same approach applies regardless of the channel the complaint arrived on.
Can it handle different rules across product lines or customer segments?
Yes. The policy rules layer supports separate configurations for each product line and segment, applied based on product type retrieved from the account record. Different rule sets execute for premium accounts, basic accounts and business banking automatically.
What does a handler receive on an escalated case?
Complaint classification, account summary, transaction history with flagged entries, prior complaint record, applicable DISP rules and a draft determination with supporting rationale. The handler reviews and confirms rather than starting from a blank screen.
Does Noxus make any decisions in the regulated part of the complaint handling process?
No. Determination follows from the firm's own encoded DISP policy rules applied to the retrieved case facts. The AI layer handles unstructured input parsing and data retrieval. The rules layer governs every determination. No AI makes a regulated decision.
How is the platform priced?
Monthly platform licence with included complaint volume. No per-case pricing. Subsequent complaint types deployed on the same infrastructure run primarily on the platform licence. The economics improve structurally with each new complaint category brought into scope.
Why do banks need dedicated complaint management software for current accounts?
Current account complaint handling requires multi-system data retrieval from legacy core banking environments, deterministic policy execution producing auditable DISP-compliant outcomes, and MI reporting write-back feeding directly into regulatory submissions. Generic AI platforms and RPA tools were not built for this combination. Complaint handling software at the resolution layer needs to operate across the bank's actual stack.
How does Noxus compare to other complaint handling software?
CRM-native platforms handle acknowledgement, routing and draft generation but do not retrieve transaction data from legacy core banking systems, apply deterministic firm-specific DISP policy or write governed outcomes back to complaints registers. Noxus complaint management software operates across legacy system environments, applies the firm's own policy rules at the determination stage, and produces a complete audit trail at case level.
Automate current account complaint handling end-to-end?
Live in 6-8 weeks. No API prerequisites. No migration project.
