Complaint Management Software
Complaint Management Software That Helps You Track, Manage and Resolve Complaints with Confidence
Symbiant’s Complaint Management Software Module lets you diligently record, review, and track complaints to completion in your business. It has a thorough workflow to capture data on the Complaint, follow-up tasks or ombudsman actions.
Enhance your complaint management by using automation and tailoring it to your business needs.
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AUDIT REMEDIATION CONTROL
Structured Complaint Management in a Connected GRC Environment
When complaints are managed across spreadsheets, inboxes, and disconnected files, it becomes much harder to keep track of progress, maintain consistency, and demonstrate that every issue has been handled properly.
Symbiant provides a central place to log complaints, attach supporting evidence, monitor progress, and carry out reviews. This helps organisations create a clearer process for handling complaints, improve accountability, and reduce the likelihood of recurring issues.
Whether you are looking to improve internal governance, strengthen auditability, or simply bring more control to your complaint process, Symbiant offers a practical and cost-effective solution.
- Link complaints to risks and controls
- Identify patterns and emerging threats
- Trigger reviews and action plans
- Feed insights into risk registers and compliance monitoring
Fully Customisable
Ability to connect to other modules which the Complaint may affect, and view the relationship of Complaints with other Module Data.
Fully Integrated
Symbiant AI connects the dots for you, turning scattered data into actionable insight. Automate the tedious, uncover hidden risks, and stay effortlessly aligned with evolving regulations.
AI Supercharged Efficiency
Streamline Your Entire Audit Lifecycle
Take Control of Complaint Handling with a Structured, Connected Approach
Capture all critical complaint information in one place, including complaint type, origin, context, and impact. Ensure every record is complete, consistent, and ready for review—eliminating gaps and improving data quality across your organisation.
Log Detailed, Structured Complaint Data
Consolidate all complaints into a single, searchable platform. Remove silos between departments and create a unified view of complaint activity, helping teams collaborate more effectively and respond faster.
Centralise Complaints Across Teams
Create formal complaint reviews and assign follow-up actions with clear ownership and deadlines. Track progress through to completion while maintaining a full audit trail of every decision, update, and outcome.
Manage Reviews and Remedial Actions
Keep your team informed in real time with automated notifications, reminders, and updates. Ensure nothing is missed and every complaint progresses smoothly through your defined workflow.
Stay on Top of Deadlines with Automated Alerts
Assign user-specific permissions to control who can view, edit, or manage complaints. Protect sensitive information while enabling the right people to take action across departments.
Control Access with Role-Based Permissions
Maintain a clear, traceable history of complaints, including documentation, actions, communications, and outcomes. Strengthen governance and ensure your complaint handling process is fully transparent and defensible.
Build a Complete, Audit-Ready Record
Key Features of the Complaints Module
Risk-Based Audit Management with Real-Time Visibility
Unlike standalone customer service tools, Symbiant is designed for organisations that need to link complaints directly to regulatory compliance, risk registers, and internal audits.
Symbiant’s Complaints Module includes the features organisations need to handle complaints in a consistent and traceable way:
- Logging and managing complaints based on type
- Conducting reviews to prevent reoccurring issues
- Attaching relevant documents and supporting evidence
- Setting up automatic progress emails
- Importing data from spreadsheets
- Creating reviews and remedial action plans that can be tracked to completion
These features help teams manage complaints more efficiently while building a stronger record of actions, decisions, and outcomes.
Complaint Management Software
Everything You Need to Capture, Control, and Close Complaints with Confidence
From capturing detailed complaint data to managing reviews, actions, and outcomes, Symbiant provides a complete, connected system that helps organisations handle complaints consistently, securely, and with full visibility at every stage.
Manage the Full Complaint Lifecycle in One Place
Complaint handling is rarely just about recording that a complaint was received. Organisations need a reliable way to monitor progress, retain evidence, review what happened, and ensure appropriate follow-up action is taken.
Symbiant allows you to capture, track, and resolve every complaint within one connected environment. From initial logging through to final resolution, every stage is structured, visible, and easy to manage.
Teams can log complaints with detailed data, add supporting documentation, carry out reviews, and assign remedial actions with clear ownership and status updates. This creates a joined-up process that ensures accountability at every stage and keeps complaint handling on track.
By keeping everything together, Symbiant removes the confusion and duplication that often comes with manual, fragmented processes.
Support More Consistent, Auditable Complaint Handling
A well-run complaint process should not rely on memory, manual chasing, or scattered documentation.
Symbiant helps organisations create a more consistent and auditable approach by enabling users to capture complaint data with precision and maintain full visibility over reviews, actions, and outcomes.
Record key details such as the nature of the issue, business impact, and who raised the complaint, ensuring every case is complete and ready for investigation. At the same time, role-based permissions allow you to control who can view, edit, or manage complaints—keeping sensitive information secure while enabling effective collaboration across teams.
This structured approach supports stronger governance and makes it easier to demonstrate how complaints have been handled over time, particularly in regulated or high-accountability environments.
Reduce Reoccurring Issues Through Review and Remedial Action
Resolving a complaint is important. Learning from it is just as important.
Symbiant enables organisations to conduct structured reviews and assign follow-up actions with clear ownership and deadlines. Every action is tracked through to completion, ensuring nothing is overlooked and accountability is maintained throughout the process.
You can also document every action, outcome, and referral with ease—including resolution details, compensation decisions, and formal escalations such as referrals to the Financial Ombudsman Service. This creates a complete and auditable history for every complaint.
By maintaining full visibility across actions and outcomes, organisations can identify root causes, detect recurring issues, and take meaningful steps to improve processes—turning complaints into opportunities for continuous improvement.
Flexible, Scalable and Easy to Embed
Like the wider Symbiant platform, the Complaints Module is designed to be easy to embed, intuitive to use, and flexible enough to support different organisational processes.
Its modular approach allows organisations to implement what they need now while retaining the ability to scale over time. Whether you are improving a single process or building a broader governance framework, Symbiant adapts to your requirements without unnecessary complexity.
This makes it a strong fit for organisations looking for a complaint management system that is practical, adaptable, and cost-effective—without compromising on control, visibility, or auditability.
Smarter, faster, and fully connected—Symbiant AI empowers compliance teams to stay ahead of regulations, uncover hidden risks, and automate the manual work that slows you down.
Starting from just £100/month*
Unlimited users. Unlimited requests.
Proactive Compliance Monitoring with AI Insights
From Root Cause to Ripple Effect—AI Connects the Dots
Save Time
Where Compliance Meets Strategy, Powered by AI
Compliance isn’t just a checklist, it’s part of your strategy. Symbiant AI links risks and controls to your organisational goals and resources, making compliance a driver of smarter decision-making.
Work Smarter: AI Reduces Admin Burden
Ensure Privacy and Security
Built to Support Regulatory Compliance & Best Practice Frameworks
Support Regulatory Compliance and Industry Standards with Confidence
Symbiant supports key regulatory obligations through built-in functionality that helps organisations manage complaints with greater control and confidence:
- Timeframe Management
Track complaints across their full lifecycle and ensure they are resolved within internal policies and regulatory deadlines, including the FCA’s 8-week final response requirement - Root Cause Analysis (RCA)
Identify underlying issues and recurring problems in line with DISP expectations, supporting continuous improvement and more effective remediation - Audit-Ready Records
Maintain a complete, tamper-resistant audit trail of all actions, decisions, and updates—helping demonstrate compliance during regulatory reviews - Financial Ombudsman Service (FOS) Tracking
Manage escalations and follow-up activity related to the Financial Ombudsman Service within a structured, trackable workflow
Beyond core compliance, Symbiant helps organisations align with industry best practices for complaint management and governance:
- Centralised Complaint Logging (Single Source of Truth)
Consolidate complaints from multiple channels into one unified system, reducing reliance on spreadsheets and eliminating data silos - Connected Governance (GRC Integration)
Link complaints to risks, controls, and wider governance processes to gain a more complete view of organisational issues and potential control failures - Automated Alerts and Escalations
Use real-time notifications and reminders to ensure deadlines are met and high-priority issues are not overlooked - Customisable Reporting for Stakeholders
Generate structured reports to support internal governance, senior management oversight, and regulatory reporting expectations
Symbiant aligns with key ISO 10002 principles, helping organisations manage complaints in a way that is visible, responsive, fair, and focused on continuous improvement.
ISO 10002 provides internationally recognised guidance for complaint handling, focusing on consistency, transparency, and customer satisfaction. Symbiant supports these principles by providing a structured, auditable system that helps organisations manage complaints effectively while continuously improving their processes.
- Visibility & Accessibility (Clause 4.3.2)
Create customisable complaint intake forms that can be integrated into your existing website or systems, making it easy for customers to raise complaints - Responsiveness (Clause 4.3.4)
Use automated notifications and reminders to ensure complaints are acknowledged promptly and handled within defined timeframes - Objectivity & Fairness (Clause 4.3.5)
Manage complaints within a centralised, structured system to ensure consistent, impartial handling and reduce the risks associated with manual processes - Root Cause Analysis (Clause 8.4)
Identify why complaints occur and take action to prevent recurrence, supporting continuous improvement across your organisation - Audit Readiness (Clause 8.10)
Maintain a complete audit trail of actions, decisions, and outcomes, helping demonstrate that complaint handling aligns with your documented processes
Symbiant goes beyond standalone complaint tracking by connecting complaint data to your broader governance, risk, and compliance processes:
- Support ISO 9001 Quality Management
Use complaint data as a key input into your Quality Management System (QMS), helping drive measurable improvements in processes and customer outcomes - Link to Risk Management (ISO 31000)
Connect complaints to your risk registers to understand how issues impact business objectives and identify emerging risks - Enable Internal Audit and Oversight
Use Symbiant’s audit capabilities to carry out regular reviews of your complaint handling process, supporting ongoing compliance with ISO standards
Symbiant Compliance Management software
Explore the Full Compliance Management Suite
Explore the full Symbiant suite, powerful, fully integrated modules that extend your Compliance Management capabilities across governance, risk, audit, and beyond. Everything you need to protect your organisation, stay aligned, and work smarter.
Your complete solution starts from just £300/month*.
Your questions answered
Common Questions About Symbiant’s Complaints Management Module
What does Complaint Management Software do and why is it important?
Symbiant Complaint Management Software helps organisations log, track, and resolve complaints efficiently and within policy deadlines. It ensures no issue is missed, supports regulatory compliance, and improves customer satisfaction by creating a structured, documented process. With Symbiant’s Complaint Management Software, you can automate notifications, attach supporting evidence, and trigger remedial actions to prevent recurring problems, all in one central platform.
Can I customise the complaint forms and workflow?
How secure is Symbiant’s Complaint Management Module?
Can I link complaints to other parts of the Symbiant platform?
Yes. The Symbiant Complaint Management Software Module includes the ability to connect to other modules which the complaint may affect, allowing you to view the relationship of complaints with other module data. This helps provide a clearer picture of how a complaint ties into wider business processes.
How do I get started with Symbiant’s Complaint Management Module?
Getting started is easy. Simply book a free, no-obligation demo and we’ll show you how Symbiant’s Complaint Management Software Module can be tailored to your exact needs. Every demo is personalised to your sector and risk framework, so you can see how the system works for your organisation. With full access to the complete solution from just £300/month*, you can mix and match the modules you need and start managing risk with confidence.
Pricing Disclaimer
Symbiant Complaints Management Module
The Symbiant Complaints Module offers a streamlined and structured approach to logging, managing, and resolving complaints efficiently. Designed to help organisations stay compliant with policy deadlines, this module ensures every complaint is tracked through to resolution within defined timeframes.
Users can log complaints based on type, attach supporting documents and evidence, and initiate reviews or remedial action plans to address underlying issues. Progress emails can be set up to trigger automatically, keeping all stakeholders informed throughout the complaint lifecycle. With built-in tools for conducting reviews and tracking actions to completion, the module helps prevent repeat occurrences and strengthens overall complaint handling processes.
You can also import complaint data from spreadsheets, simplifying onboarding and ongoing management.