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Customer Support
Complaints handling that is fair, timely and regulator-ready
We manage complaints from first contact to final response: logging, investigating, communicating clearly and meeting the deadlines regulators set, while identifying what caused them.
At a glance
Complaint identification
Logging and acknowledgement
Investigation
Final responses
Supporting fintechs in the UK, EU, US and Canada
Overview
Complaints are a regulatory obligation and a source of insight
Regulators expect payment firms to identify complaints, handle them fairly and respond within defined timeframes, with referral rights to ombudsman schemes where applicable. Missed deadlines and poor responses lead to findings and escalated cases.
Hilix handles complaints with care and structure. Each one is logged, acknowledged, investigated with the relevant teams and answered in plain language with a clear outcome. We analyse complaint themes monthly so recurring issues are fixed at the source.
What’s included
Everything included in Complaints Handling
Who this is for
- Regulated EMIs and payment institutions
- Remittance businesses with delayed payment complaints
- Firms with complaints handling findings
- Businesses preparing complaint returns
What you receive
- Complaints procedure and templates
- Complaints register
- Final response letters
- Monthly complaints MI
- Root-cause improvement actions
How we work
How we launch your support team
Learn
We study your products, policies, tone of voice, tools and common contact reasons.
Build
Knowledge base, macros, SOPs and escalation paths created or refined.
Launch
Trained agents go live with close supervision and daily feedback.
Improve
QA, CSAT and contact-driver analysis drive continuous improvement.
FAQ
Complaints Handling: common questions
What timelines do you follow?
We follow the rules in your market, for example the UK timelines for payment services complaints, and your own policy where it is stricter.
Do you handle ombudsman referrals?
We help prepare case files and responses when a customer refers a complaint to an ombudsman.
Is every complaint a formal complaint?
Regulators often define complaints broadly. We help you identify complaints correctly so none are missed.
Keep exploring
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