Simplify and humanize your complaint-handling processes.

To optimize your organizational performance and improve customer and employee satisfaction.

Are your complaint-handling processes working as well as they should?

Do the steps and documents required to process complaints vary from one channel to another?
Is data related to complaints or customers scattered across different systems, teams, or files?

The complaint handling process is often seen as complex and a source of frustration.

This makes it difficult to respond quickly and effectively to complainants while complying with internal and regulatory requirements.

With a clear and well-structured complaint-handling process, you can:

Reduce processing times by simplifying and standardizing each step of the process, in order to respond quickly to complainants.
Improve the quality of responses by minimizing errors, inconsistencies, and omissions through better management of information and tools.
Comply with regulatory requirements by documenting and standardizing the process to prevent nonconformities.
Turn complaints into opportunities by analyzing trends and recurring issues to improve your services or products.

Mapping Your Current Process. We conduct an in-depth analysis of your complaint-handling process, identifying the key steps, the stakeholders involved, and the tools and channels used (email, phone, online, etc.).
Identifying bottlenecks. We highlight the obstacles or inefficiencies that can slow down the complaint resolution process or lead to dissatisfaction among complainants, your employees, or other users involved in handling complaints.
Workshops and interviews with your teams. Working closely with your teams, we gain a deeper understanding of the specific challenges you face and develop optimization solutions that align with your organizational culture and objectives.
Strategic Recommendations: We formulate concrete recommendations and rank them by importance and urgency. This ranking allows you to prioritize the actions to be taken and facilitates their planning, implementation, and follow-up.

July 2025: Complaint handling enters a new era.

From friction to smooth operation: We can help you optimize your complaint handling process to meet the AMF’s new regulatory requirements.

A report of approximately 10–15 pages, depending on the requirements. This report includes the following elements:

A Map of Your Current Processes

This overview includes the identification of: key process steps, stakeholders (internal and external), documents and tools related to the process, and the communication channels used (email, phone, online, etc.).
Identified Areas of Conflict

Example of a pain point: Users don’t know where they are in the process, which leads to confusion and frustration. “This is the third time I’ve had to go through these inefficient procedures. I’m disappointed that there’s no follow-up.”
Our Recommendations

The recommendations are accompanied by models, diagrams, or examples of practical solutions to facilitate their implementation. Example: We recommend creating a progress tracker for their request to help them understand where they stand. At each stage, additional information regarding the steps they need to take will be provided.
An Action Plan

We rank the recommendations by importance and urgency to facilitate their planning, implementation, and follow-up. This prioritization will also enable you to quickly improve critical aspects of the complaint process.