Civica Complaints Management

Capture, manage & analyse customer feedback more effectively

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Cloud-based customer complaint management system for all industry sectors

Managing customer feedback and complaints efficiently is vital for organisations to help protect reputation and maintain and improve service quality. Civica Complaints Management, helps teams track and manage responses no matter their origination with multi-channel case capture.

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Why choose Civica Complaints Management?

Responsive - Capture, manage, respond to and report on feedback from across your business network

Efficient – Easy-to-use tools and intuitive workflows require minimal training

Highly configurable - Highly flexible low-code / no-code workflow tools allow rapid implementation and updating

Any industry – Our decades of experience have allowed templated complaints processes and communications aligned with your industry and regulations required

Key Features

Regulatory Compliance

The era of light touch regulation has come to an end and there is now a much more robust regulatory environment, either in meeting compliance requirements or voluntary codes of practice for complaint handling.

Civica Complaints Management delivers solutions that ease the process of maintaining compliance with these regulatory rules and codes of practice.

Capture Cases

From whichever channel your cases originate, you need to centralise and put them all in one place, from multiple streams such as telephone, email, webforms and social media in a uniform format.

Manage Cases

Everything you need to take control and stay on top of your organisation's caseload, enabling case handlers to work collaboratively, efficiently and effectively.


Correspondence management and automation makes for easier processing while freeing case handlers from time-consuming repetitive tasks, letting them get on with what's important.


Complaints management is not a standalone process, which operates in isolation from the rest of your organisation. Our smart complaint management solution exchanges data freely and easily as required with other applications. Development options include allowing you to implement self-service portals to let stakeholders efficiently manage casework online.

Easy to Configure

Wizard-based configuration makes it easy to configure the system to your way of working - define service structure, control access, update drop-down list values, add online help for case handlers, set time limits and targets, and much, much more.

Analysis and Reporting

Identify problem areas easily with automated delivery of library and custom reports and real-time keyword alerts that put the information you need at your fingertips.

Learning and Improvement

Whether it is the desire for compliance or understanding how to improve products and services, your organisation obtains all the knowledge and reporting it needs to meet regulatory requirements and raise standards.

Rapid Implementation

Civica Complaints Management utilises our 25 years of experience onboarding new organisations and benefits from a cloud-based SaaS solution to implement and engage users rapidly. Our methodology is based on three core concepts: Integrated Configuration, Productive Listening and Comprehensive Testing.

Shane Hook,

Complaints Platform-Product Owner,

Admiral Insurance

Based on an extensive time and motion study we’re seeing a 50% reduction in complaints service admin - which is huge.