LEAP Complaints

Complaints Handling

Utilise LEAP for Complaints Management to automate and optimise your complaints process and you can be assured of a system that will help you become more efficient and effective while improving the overall experience of your customers. Watch our video to learn how LEAP for Complaints Management can help your business improve.

Complaints Handling Made Simple | LEAP Business Process Management Platform
Complaints Handling Made Simple | LEAP Business Process Management Platform

Effective and Efficient Complaints Management

Every organisation gets its share of complaints, no person, system or process is perfect. What separates good companies from the really great ones is how they deal with these complaints when they happen. LEAP for Complaints Management will allow you to track, manage and learn from all your complaints, enabling you to follow industry best practices whether you follow a formal or informal process. What’s more, because it is powered by FLOvate’s low code system you can either utilise the standard configuration or fully adapt a solution to fit your bespoke processes.

Features that work for you

LEAP includes all of the features you need to improve your complaints handling process, from customisable forms to real-time dashboards and much more.

First notification data capture

To ensure you capture all the required information during the first notification (FN) stage, LEAP allows you to configure comprehensive data capture questionnaires with a wide range of available field types. The questionnaire can either be completed by your call handlers or sent to the complainant by email for completion, which will automatically update the record.

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Document management and storage

Ensure all communications and documents relating to the complaint, including letters and emails, are stored, sorted and easily accessible within the LEAP document library. All documents, whether created within LEAP, sent by the customer or uploaded by a team member are all together in one, easy to manage place.

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Reports and dashboards

Analysing complaint data gives your organisation the opportunity to learn and to use the findings to make tangible improvements to your process and business. LEAP includes the ability to build reports and dashboards in the design studio that displays and analyse data that works for you and your business.

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Complaints processes often have very strict timescale requirements, mandated by the relevant regulatory boards. This means certain actions, such as formal acknowledgements and referral to the regulators, must be completed within set time limits. Milestones to track these actions can be easily managed within LEAP, they can be configured to send reminders or escalate to management when a milestone is coming up or has been missed. The milestone system can also provide a valuable audit trail.

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Communication tools

LEAP includes built in communication tools, including email and SMS, that can be utilised to ensure that the complainant is kept informed of the stages throughout the process. You can even configure LEAP to send emails or SMS automatically based on event actions or time lapsed.

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Contact database

Utilise the contact database to keep track of all contacts, including customers, suppliers and third parties, such as regulators. Within LEAP you can define what information is collected, map relationships and track all communications between your organisation and the complainant.

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