Complaints and feedback management

Manage customer feedback more efficiently with reliable cloud software

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Cloud, configurable and easy to use

Managing customer feedback and complaints efficiently is vital for organisations to help protect reputation and maintain and improve service quality. Civica Complaints Management, powered by iCasework, the award-winning cloud platform, helps teams track and manage responses from the entire enterprise network.

Why choose Civica Complaints Management

Easy to use on fully responsive and intuitive tools requiring minimal training

Highly configurable to support unique case processes and workflows

Easy to integrate with push and pull API interfaces designed to integrate with almost anything

Built to comply using case tracking, alerts, analysis and redaction

Adopted globally by over 150 customers across the public and private sectors

Trusted by Customers with 85% of users actively promoting iCasework

Configurable to your business

Find out how Civica Complaints Management can integrate your processes and help your teams do more.

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Our friendly agents are always ready to help

of complaints management experience

customers worldwide

cases processed every year

JENNY BURNS,

DIGITAL ADVISOR,

CHRISTIAN AID

Previously, we collected feedback using paper forms, notebooks and spreadsheets. But, we knew there were limits on how much, and how reliably, data could be collected in this way.

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Discover how Civica Case Management software can improve how you manage complaints and feedback.

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Sectors we serve

Non-Government Organisations

Civica Complaint Management supports operational challenges that include traceability, safety, company standards, or elements outside your control. In addition, our platform can support you in capturing, handling, and tracking customer feedback in a single, user-friendly system.

Our current available configurations for Travel and Transport include: Airports, Airlines & Travel agency (International) Rail operators (UK), Bus operators (UK including Northern Ireland)

Our current available configurations for Retail include: Car dealers, Retail chains, Shopping centres

Previously, we collected feedback using paper forms, notebooks and spreadsheets. But, we knew there were limits on how much, and how reliably, data could be collected in this way.” Christian Aid

If you would like to learn more about Civica complaints Management for Non-Government Organisations, contact us to book a demo.

Central Government

Civica Complaints Management allows easy and scalable management of Parliamentary Questions, FOI, Subject Access, Complaints, Ministerial, Treat Official, and Inter-Departmental correspondence.

Our Central Government features enable:

  • Easy to use interface for front-line staff and responsible officials 
  • Sophisticated SLA monitoring tools and dashboards
  • Powerful user interface for case workers
  • Office integration, email integration, single sign-on, comprehensive integration API
  • Full integration with central PQ system and www.whatdotheyknow.com
  • Implemented on cost-effective GSAE platform provided by FCOS
  • PSN, PGA OFFICIAL accreditation.

Our solution was the first SaaS case management solution to receive Pan-Government ‘OFFICIAL’ accreditation from the GCHQ’s Communications-Electronics Security Group (CESG).

The system has become an invaluable tool for HMCTS to record and manage incidents and produces us with management information which helps drive continuous improvement across the business." HMCTS

If you would like to learn more about Civica complaints Management for Central Government, contact us to book a demo.

Telecoms, Utilities, Travel and other Regulated Services

Civica Complaints Management enables your business to manage complaints efficiently and effectively in operational environments that are fast evolving and increasingly sensitive with large volumes of customers.

Our core functionality includes:

  • Minimising training needs – using tools designed for those staff regularly handling customer feedback with a simple email and web form-based interface for all other staff
  • Online contact forms – allowing customers to quickly and simply report issues from your website 
  • Social media interaction – assess, analyse and respond where necessary to customer comments found across a variety of social media sites
  • Automated case assignment – customer cases are automatically routed to the relevant team for prompt handling and resolution
  • Intelligent workflow – prompting case handlers to carry out the right action at the right time 
  • Multi-lingual correspondence templates – giving case handlers the ability to correspond by email or by letter in the customer’s language

Currently available configurations

Telecoms:

UK Telecoms (CISAS members)
UK Telecoms (OTELO members)
Telecoms (International)

Utilities:

Energy (electricity and/or gas)
England and Wales – Water
Scotland – Water

Property:

Residential sales (UK, The Property Ombudsman members)
Residential lettings (UK, The Property Ombudsman members)
Residential sales and lettings (UK, The Property Ombudsman members)
Residential sales (UK, Ombudsman Services members)

If you would like to find out more about Civica complaints Management for your organisation contact us to book a demo.

Financial Services

Civica’s Complaints Management platform for Financial Services has been designed to enable UK financial services providers to meet the requirements set out in the FCA DISP handbook.

Designed for financial services, it enables full support for external dispute resolution processes. The platform supports sharing of case file information with bodies, such as the Financial Ombudsman Service or Business Banking Resolution Service, if and when a customer externally escalates a complain.

In addition to our ‘out of the box’ case management capabilities, CCM has been configured to support: KPI tracking and measurement. Easily extend to support section 75 disputes, chargebacks, data privacy and remediation case management processes.

Full support for external dispute resolution processes, with the facility to support sharing case file information with bodies, such as the Financial Ombudsman Service or Business Banking Resolution Service, if and when a customer externally escalates a complaint.

iCasework will allow us a fuller understanding of the nature of complaints and help us build on improved services for all customers in the future."  Admiral

If you would like to learn more about Civica complaints Management for Financial Services, contact us to book a demo.

Local Public Services

Civica’s complaint management software for Local Public Services is designed specifically for feedback case managements needs of local government. This covers statutory and corporate complaints, compliments, MP and Councillor enquiries and other feedback. An easy-to-use, cost-effective, and intuitive system, the solution makes it easy to capture, manage, and report complaints, comments, and informal feedback regardless of where and how the customer contacts the organisation.

Civica Complaints Management for Local Public Services enables you to roll out standard complaint management policies across your organisation. Additionally, collected data is organised to allow easy access to analysis, providing an efficient and convenient way to demonstrate service levels.

Our solution features enable:

  • Capture full accurate and standardised information
  • Streamline and automate your correspondence handling process by utilising individual workflows for differing departments
  • Empower external service providers to collaborate in the drafting of responses

Comprehensive management reporting to identify areas of concern, underperforming departments or service providers

The team has been fantastic. We have received nothing but friendly and helpful support with the team getting to grips with our processes to ensure the system works for us.” Torbay Council

If you would like to learn more about Civica complaints Management for Local Government, contact us to book a demo.

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