Complaint Intake and
Classification
Complaints identified against your taxonomy at first contact on every channel, logged with the required detail and routed to the accountable owner within the response window.
THE CHALLENGE
A dispute begins when a customer describes a problem, not when a case is opened
A customer says there is a charge they do not recognize. Under Regulation E the investigation clock starts from that moment, whether or not anyone logged a case. Ten business days to investigate, provisional credit if it is not resolved, 45 days to complete.
Most banks now meet that first contact through a chatbot or a support agent measured on containment. The conversation ends without a case being opened, the clock runs unattended, and the record of what the customer actually said sits in a vendor log rather than in the bank's evidence file. Two years later, that record still has to be producible.
OUR SOLUTION
Complaint and Dispute Handling Run as a Compliance Function
Anaptyss runs complaint intake, Regulation E error resolution, dispute investigation and escalation response as managed operations. Trained investigators handle the cases. Our platforms track the deadlines and hold the record. The output is a resolved case and an evidence file that stands up to a compliance review.
WHAT WE DO
Complaint and Dispute Operations We Run
Complaint Intake and
Regulation E Error
Resolution
Case investigation within the ten business day window, provisional credit decisioning, 45-day completion and the written explanation where a claim is denied.
Card, ACH and ATM
Disputes
Chargeback and representment handling across networks, documentation assembly, deadline tracking and recovery follow-through.
Regulatory
Escalations
Substantive responses to consumer regulator portal cases within the response window, with the supporting file assembled alongside the reply.
Root Cause and
Trend Reporting
Complaint volumes by product, channel and driver, reported to a cadence your compliance committee can use without rework.
Quality Assurance
and Sampling
Independent review of closed cases against your standards, with findings, root cause themes and remediation tracking fed back to the compliance management system.
OUR APPROACH
Delivered Through
Digital Knowledge Operations™
Complaint and dispute work is case-based, deadline-driven and evidence-producing. It is the same shape
as the alert investigation and control testing work Anaptyss already runs, and it is delivered the same way.
Your Procedures
Are the StandardYour complaint definitions, escalation matrix, provisional credit thresholds and response templates are documented before the first case is touched.
The Clock Is Tracked,
Not RememberedEvery case carries a countdown against the Regulation E and network deadlines, with an owner and an escalation path, so an approaching breach is visible before it happens.
Investigators
DecideTrained investigators work each case. Provisional credit, denial and remediation decisions stay with your designated officers, with the analysis and recommendation prepared for them.
The File Is Built as
the Case RunsIntake record, evidence, correspondence and decision are captured as the case runs, so the file that has to be producible two years later already exists.
WHAT IMPROVES
What Changes for Your Compliance Team
Missed Deadlines
Become Visible EarlyEvery case carries a countdown and an owner, so an approaching breach surfaces while it can still be prevented rather than in a monthly report.
The Evidence File
Already ExistsRetention obligations are met by how the work is done, so a request for a two year old case is a retrieval task.
Volume Spikes Stop
Becoming FindingsA fraud event or a system incident can multiply dispute volume overnight. Capacity moves with it instead of the queue absorbing the shortfall.
Your Specialists
Handle the Hard CasesRoutine intake, classification and documentation move to the managed team, so experienced investigators spend their time on contested and complex claims.
INSIGHTS
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Start With Your
Dispute Queue
We review your complaint and dispute volumes, deadline performance and evidence trail, then set out what a managed team would take on in the first 90 days.