Customer complaint intake and resolution
How do we handle customer complaints from every channel with classification, investigation and a response by the deadline, in one log?
Give every complaint one intake, one case and one clock. Callvu captures the complaint wherever it arrives, classifies it by product, issue and regulatory flag, routes the investigation to the team that owns the issue with a due date, chases what the investigation needs, routes the response for compliance review where the classification requires it, sends the response by the deadline, and keeps the resolution and the evidence in the complaint log the examiner reads.
In scopeComplex: multi-party handoffsCallvu moves: classify, chase and verify, decide, write back
Last updated November 6, 2026.
The problem today
Complaints arrive in six places, and the complaint log is whatever got forwarded to compliance.
A complaint comes by phone, by letter, by email, on social media, through a regulator's portal, or in the branch. Each channel has its own owner, its own idea of what counts as a complaint, and its own way of recording it. Compliance builds the complaint log from what people remembered to forward, and the examiner asks why the regulator's portal shows complaints the log does not.
Complaint handling is where UDAAP risk is found: a pattern of the same issue, a response that took sixty days, a regulatory complaint answered without the facts. Some complaints carry their own clocks: a Reg E error notice, a Reg Z billing error, a fair lending allegation that must go to compliance, a regulator's complaint with the regulator's deadline.
The investigation is where the time goes. The team that owns the issue is asked by email, answers when it can, and the response is written from the answer without the evidence attached.
How it runs
From the requestto the system of record.
A complaint arrives in any channel: a call, a chat, a letter, an email, a branch, a social post, or a regulator's portal. Callvu captures it as a case with the channel, the customer and the time of receipt.
- Customer
- States the complaint, provides what the investigation needs, and receives the acknowledgment and the response.
- Contact center
- Captures complaints from calls and chats on the same screens, without deciding whether it counts.
- Complaints team
- Owns the case, runs the investigation with the issue's owning team, and drafts the response.
- Compliance
- Reviews responses the classification flags, tracks the log and the patterns, and handles regulatory complaints.
- Callvu
- Captures, classifies, routes with due dates, chases, enforces the review gate, sends the response and keeps the log.
Capture
The complaint is captured with the channel, the customer, the product, the time received and the customer's words. A complaint received by a frontline employee is captured the same way as one received by the complaints team; the definition of a complaint is the bank's policy, applied by Callvu, not the employee's judgment.
Classify
The complaint is classified by product, issue, root cause category and regulatory flag: a Reg E error notice, a Reg Z billing error, a fair lending or UDAAP allegation, a servicemember matter, a regulator's complaint, or a general service complaint. The classification sets the due date, the owning team, and whether compliance review is required before the response.
Acknowledge
The acknowledgment goes to the customer within the policy's period, in their channel, with the reference and what happens next.
Chase and verify the investigation
The owning team receives the case in the Decision Desk with the due date. Callvu requests the records the investigation needs (transaction history, call recordings, documents) from the systems that hold them, and from the customer where something is missing. The case shows what is outstanding and the days left.
Decide and respond
The owning team records the finding and the remedy with the allowed outcomes. A case the classification flags goes to compliance for review before the response. The response is sent by the deadline in the customer's channel, and any remedy (a refund, a correction, a credit bureau update) runs as its own process from the case.
Write back
The complaint, the classification, the investigation record, the response and the evidence are written to the complaint log, and the root cause category feeds the pattern report compliance reviews.
Where it ends: The customer has a response inside the deadline, the remedy has run, and the complaint log holds the case with its classification, investigation, response and evidence. The Decision Trace shows the classification and the clocks; the Audit Trace shows every step, person and date.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
Every channel, including the regulator's portal and social media. The frontline captures; the policy classifies.
The back office
The owning team investigates in the Decision Desk with the evidence attached and a due date. Compliance reviews the flagged responses and reads one log, not six inboxes.
The Decision Desk
- The investigation goes to the owning team in the Decision Desk with the complaint, the evidence and the due date; the finding and the remedy are chosen from the allowed outcomes.
- A flagged response goes to compliance for review with only approve or send back.
- A case approaching its deadline is nudged and escalated before it slips.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
Questions
What buyers ask next,answered plainly.
Who decides whether something is a complaint?
The bank's policy, applied by Callvu at capture. A frontline employee captures the customer's words; the classification decides the rest.
How are regulatory clocks kept?
The classification recognizes a Reg E error notice, a Reg Z billing error or a regulator's complaint and routes it into that process with the clock running from receipt.
What does compliance see?
One log with every complaint, its classification, investigation, response and evidence, plus the root cause pattern across them. Flagged responses pass through compliance before they go out.
Where does the remedy run?
In the process that owns it: a fee refund, an error correction, a credit bureau update, each started from the complaint case and linked back to it.
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