THE MANAGEMENT CHALLENGE
RESOLVEN | COMPLAINTS MANAGEMENT SOFTWARE
Manage complaints with TCF intelligence built in
Resolven gives financial services firms a structured way to capture and manage complaints, automatically mapping complaint reasons to TCF outcomes to support consistent regulatory and management reporting.
Complaints management under pressure
Every complaint brings competing demands
Every day, often with limited resources, complaints teams must resolve cases quickly, investigate fairly, keep customers informed, track complaints affecting TCF outcomes, maintain audit-ready records and respond empathetically – all at the same time. Plus this process must accurately capture data required for FSCA reporting.
Turn complaint handling into reliable insight
Resolven supports the Complaints Team though easy, efficient workflows, structured processes and customised content to suit your business. Plus Resolven provides reports that enable Market Conduct leaders to identify recurring problems, see where fair customer outcomes are falling short, and monitor corrective action.
Resolven helps leaders answer:
Which products, services or partners need attention?
Are complaints consistently mapped to the correct TCF outcome?
Which complaints exceed required timeframes?
What are the most common root causes?
Can we easily produce reliable management and regulatory reporting?
What Market Conduct issues do complaints reveal?
Burden lifted for all
Resolven reduces the administrative and regulatory burden surrounding complaints. Structured workflows, built-in requirements, automated TCF mapping, centralised case histories and ready-to-use reporting support efficient complaint management and clearer operational and conduct oversight – even across third parties.
WHAT RESOLVEN GIVES YOU
Better complaint resolution. Clearer conduct insight.
Resolven supports complaints teams from capture to resolution, while giving Complaints Heads, Market Conduct and Compliance leaders more reliable information for oversight, reporting and improvement.
HOW RESOLVEN WORKS
A controlled path from capture to improvement
Resolven guides each complaint through a clear process, keeping the complaint record, ownership, communication, decision and supporting evidence together from receipt to closure.
Guided complaint capture
1. Guided complaint capture
Resolven guides internal teams – and authorised partners if applicable in your business model – to capture all essential complaint details. Customers can also submit complaints through your website which can flow into Resolven.
Analyse multiple reports
4. Analyse and report
Required fields, TCF mapping and conditional rules support FSCA-ready records. Dashboards and reports reveal volumes, trends, reasons, root causes, outcomes, turnaround times, products and partners.
Assign and track progress
2. Assign and track progress
Ownership updates automatically as users progress each case. Complaints can be reassigned or escalated according to company rules. Reminders support timely follow-up, while senior users monitor turnaround times.
Improve and follow through
5. Improve and follow through
Resolven Advanced enables leaders to create corrective actions for recurring or material issues they identify, assign owners and deadlines, and monitor progress through to completion.
Keep records and resolve
3. Keep records and resolve
Through notes and attachments, users keep the complaint history of communications, investigations, decisions, and supporting documents, having a clear account of how the complaint was handled and resolved.
Measure complaint experience
6. Measure the complaint experience
Knowing how customers experienced the complaint process matters. Resolven Advanced can send a short post-resolution survey, enabling leaders to monitor satisfaction and analyse trends.
Primary Resolven Users
Complaint teams use Resolven to capture, assign, investigate, track, resolve and close complaints in one controlled record. Managers retain visibility of workload, service standards, escalations and complaint outcomes.
Oversight functions use Resolven to review TCF outcome patterns, complaint classification, evidence, trends and regulatory information. They can identify where fair customer outcomes may be under pressure, examine recurring causes and monitor whether significant issues receive appropriate attention.
Business leaders use complaint intelligence to understand where products, processes, service delivery or partner performance may be causing avoidable customer difficulty. Resolven Advanced gives them a structured way to own and track the resulting improvements.
Testimonials
“I’m a big fan of the Brilliance systems we are using for our Treating Customers Fairly initiative – both the Culture Improvement [Trustiance] and the Complaints system.
Legal Hero, Chairwoman
“The TCF Conduct Improvement Tool [Trustiance] is brilliant. We’re very happy with it and delighted to know Brilliance offers more.
Bank, Compliance Officer
PACKAGES AND PRICING
Choose the Resolven that fits your needs
Resolven Standard
Core complaint management and automatic TCF mapping
Suitable for
Financial services firms that need a central controlled system for complaint capture, handling, automatic TCF mapping, oversight and reporting, whether complaints are managed internally, across multiple divisions, or across authorised business partners.
Includes
- Complaint capture, assignment and escalation
- Configured complaint reasons, products, root causes and more
- Automatic mapping to TCF outcomes
- Reportability and complaint-outcome classification
- Complaint status and turnaround-time monitoring
- Reminders for unresolved complaints
- Complete complaint histories and supporting documents
- Management reports and graphic dashboards
- Reports designed to support regulatory reporting
- Role-based user access and configuration
- Optional direct capture by authorised third parties
Resolven Advanced
Detailed action management and graphic reporting
Suitable for
Firms that need to coordinate the work required to close gaps across multiple people and give leaders a more visual view of status and progress.
Includes
- Everything in Resolven Standard
PLUS
- Corrective-action tracking
- Action owners and target dates
- Automated action reminders and escalation
- Progress monitoring through to completion
- Corrective-action status and timeliness reporting
- Records of improvement progress and evidence
- Post-complaint satisfaction surveys
- Analysis of customer feedback following resolution
- More advanced graphic reports
Integration available via API
Connect Resolven to your technology environment
Through a scoped API integration, Resolven can securely retrieve customer details and product types from your existing systems, saving time and supporting more consistent data capture.
Two-way integration can also enable selected Resolven data to flow into your other systems and platforms.
Built for your success
Brilliance systems are custom-fitted to your business from day one. To save you time and effort, we do the custom setup for you, configuring our systems to fully suit your business structure and products.
Brilliance applies data-protection controls aligned with POPIA, together with advanced cloud security and robust encryption to mitigate risk and safeguard client data.
Our SaaS scales smoothly for firms of all sizes — from five to over 5000 users. Designed to grow with your business, we maintain high performance and reliability as your needs expand.
Every product comes with thorough onboarding and rapid support. Our helpdesk resolves most issues in under an hour and always within 24 hours. Tailored training sessions are available on request.
Brilliance ensures seamless, reliable service with full maintenance, updates, and 99.9% office-hours uptime, backed by a decade of proven dependability. You focus on your business — we handle the rest.
Designed for ease, our SaaS work independently without needing integration. They support data uploads and offer optional API development if proprietary integration is required.
Software implementation timeline
Choose package and requirements
Confirm structure and user details
We configure and set it up for you
Users receive training and start
Implementation timing could be one week or more depending on the configuration and any custom development requirements.
Cyber security and data protection
Resolven is supported by Brilliance’s SaaS security and data-protection controls. Review the dedicated page for details on hosting, access control, data protection, resilience and related safeguards.
Better customer outcomes.
Better business outcomes.
Resolven simplifies complaint management, streamlines regulatory reporting and helps leaders take action to improve fair customer outcomes. All good for business.