Every mortgage complaint triggers a manual evidence chain
Today
Operations team
Complaints logged manually across email, portal and letter
Account record and product details pulled manually
Payment history pulled separately from payment platform
Product terms retrieved manually from document management
MCOB and DISP applied inconsistently across product types
Complex cases identified only after full file review
With Noxus
Co-worker
Every channel feeds one governed workflow
Account record and product terms retrieved automatically
Payment history and arrears flags retrieved in the same pass
Original offer document located and held in case context
Same facts produce the same determination every time
Complex cases file-ready before the handler queue opens
How Noxus Works
Three layers powering complaint management software for mortgages
Noxus connects to your mortgage servicing, payment platform, document store and complaints register, running every step from intake to write-back.
01
Complaint Intelligence
Receives complaints from any channel, identifies the MCOB category and product type, and matches to the mortgage account record.
INGEST
→
CLASSIFY
→
MATCH
02
Autonomous Execution
Retrieves account, payment history and product terms, applies MCOB and DISP by product type, writes determinations 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 mortgage complaint handling procedure
Whether portal, email, scanned letter or broker submission, the complaint is identified and matched to the account. Residential, buy-to-let and shared ownership run different MCOB rule sets.
Mortgage servicing and payment platform queried; original offer document and variations located; MCOB and DISP rules applied by product type; determination reached and response dispatched with FOS signposting.
Every step logged and replayable, escalation triggered where needed. No AI makes a determination outside the firm's encoded MCOB and DISP rules. Full audit trail available for FCA review and FOS prep.
agentic operations
Acknowledging a mortgage complaint isn't resolving it
Resolving means retrieving the account and payment history, locating product terms, applying MCOB and DISP rules by product type, and writing back with FOS signposting.
Retrieves the file, applies MCOB, resolves in-scope cases.
Built for Every Team
Complaint management software built around the mortgage workflow
Customer Operations
Servicing lookups, payment history and product terms now automated for standard complaints. Handlers focus on arrears, mis-selling and non-standard cases.
Compliance & Regulatory
Meet MCOB, DISP and Consumer Duty with a complete audit trail on every complaint. DISP fields populated automatically for FCA returns and FOS prep.
IT & Architecture
Deploy complaint handling software on your existing mortgage servicing stack. No API prerequisites, no middleware. Connects to legacy mortgage systems natively.
Measured results
Numbers that move the business
Measured outcomes from mortgage complaint management software deployments on existing servicing stacks.
What Customers Say
Trusted by teams running the operations
Frequently Asked
Questions about complaint management software for mortgages
How quickly can mortgage complaint management software be live?
6-8 weeks from contract to production on live mortgage servicing data. Platform connectivity, payment management system integration and MCOB and DISP rule configuration occupy the first phase, followed by parallel testing on live complaint volume before handover.
What systems does Noxus complaint management software connect to?
Your mortgage servicing platform for account records, outstanding balance and product terms; your payment management system for payment history and arrears data; your document management environment for original offer documents and variation letters; and your complaints management system for case registration and write-back. Specific connectors confirmed during scoping.
What complaint categories are in scope for automated resolution?
Payment disputes, rate complaints, ERC challenges, servicing errors and fee disputes, configured by product type: residential, buy-to-let, shared ownership and legacy SVR. Complex arrears histories, alleged mis-selling on legacy products and ERC disputes where evidence does not cleanly support a standard determination route to a handler with the complete file assembled.
What does a handler receive on a complex or escalated case?
Account summary, 24-month payment history with flagged entries, original offer document and applicable product terms, prior complaint record on the account, applicable MCOB and DISP rules for the category and product type, and a structured determination recommendation. The handler reviews the merits rather than assembling evidence from scratch.
Does Noxus make any decisions in the determination process?
No. Determination follows from the firm's encoded MCOB and DISP rules applied to the retrieved account evidence. The AI layer handles unstructured input parsing and evidence retrieval. Every regulated determination follows from the firm's rules. No AI makes the call.
Can the complaint handling procedure handle different product lines?
Yes. Rules are configured independently for residential, buy-to-let, shared ownership and legacy SVR products. The product type identified at classification determines which rule set executes. The same complaint type on a buy-to-let product runs against different determination criteria than on a residential product.
What happens when evidence is insufficient to reach a determination?
A targeted information request is generated and the case held pending receipt. Determination does not proceed on incomplete evidence. The case stays open until the specific gap is resolved. The request is sent via the channel the complaint arrived on.
How is the complaint management software priced?
Monthly platform licence with included complaint volume. No per-case pricing. The first engagement includes deployment engineering for connectivity across your mortgage servicing and payment systems; subsequent product lines on the same infrastructure run primarily on the platform licence.
How does Noxus compare to other complaint handling software for mortgages?
Helpdesk and CRM platforms handle complaint capture and acknowledgement. They do not retrieve payment history from legacy mortgage servicing, apply MCOB rules by product type, generate responses with FOS signposting or write outcomes back to both the complaints register and the servicing system. Noxus complaint management software executes the full chain within legacy mortgage infrastructure and produces the case-level audit documentation FCA supervision and FOS preparation require.
Automate mortgage complaint handling end-to-end?
Live in 6-8 weeks. No API prerequisites. No migration project.
