Complaint handling assessment
A focused look at how consumer and merchant complaints move from intake to closure, with evidence that supervisors can defend.
From NT$150,000
Request an audit brief
Who this is for
Customer operations and compliance teams at consumer-facing fintech firms that must demonstrate fair complaint handling to regulators or card partners.
What is included
- Sampling of open and closed complaint cases
- Timeline and escalation path testing
- Staff interview notes (anonymised themes)
- Findings memo with process adjustments
What is not included
- Customer call-centre outsourcing
- Direct customer communications on your behalf
- Legal representation in disputed cases
How the engagement runs
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Case pull
We agree a sample across channels and severity, then review case notes against your published timelines.
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Interviews
Short conversations with frontline and escalation staff to see where the written process diverges from practice.
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Findings
A memo highlights timeline breaches, missing records, and practical fixes your supervisors can own.
Ready to brief us?
Share your licence status, product scope, and review window. We will confirm fit and propose dates.
Contact the audit team