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Put the full complaint history in front of the reviewer

A complaint file often lacks the call note or branch letter the reviewer needs. Duvo orders every contact into one dated chronology and asks the record owners for anything that has not reached the file.

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Banking complaint evidence

Needs review

Complaint BC-401

Evidence
Call record missing
File contains
Customer email, branch note
Owner
Complaint reviewer

The customer’s email refers to a branch callback, but the call recording index has no matching entry for that date.

Next action

Request record: the branch archive owner is asked for the record and the complaint stays open for review.

Accept gap: the reviewer’s note on the missing call goes into the chronology before the response is drafted.

Reviewer approval

The complaint reviewer approves every internal evidence request before Duvo sends it, and records the decision when a gap is accepted instead.

View the wider product queue

Banking complaint evidence

Complaint file where a referenced callback has no call record.

Adds cases
Complaint register
Processes cases
Banking complaint evidence
Total

24

Pending

5

Postponed

2

In progress

4

Needs input

3

Failed

0

Completed

10

Add filter
Case
Case Status
Evidence gap
Scope
Decision
Exceptions
Next action
Complaint BC-401
Needs Input
Callback not in call index
Fee refund complaint
Request call record
1
Complaint BC-402
In Progress
Letter and note dates conflict
Overdraft charges
Reconcile chronology
0
Complaint BC-403
Completed
Evidence handed over
Card dispute follow-up
Handoff recorded
0
Complaint BC-404
Pending
Attachment unreadable
Complaint email
Obtain readable copy
1
Complaint BC-405
Postponed
Earlier complaint in archive
Mortgage arrears letter
Await archive owner
0

Showing 5 of 24 cases

  1. 1

    Approval

    Exceptions pause for the named owner

    Each exception carries the source records, applied rule, recommended action, and the person authorised to decide.

  2. 2

    Evidence gap

    Evidence gap is visible before the action

    The customer’s email mentions a callback with no entry in the call recording index, so the chronology shows the gap and its owner before any request goes out.

From complaint reference to a reviewer-ready chronology

A customer writes in about a fee they say a branch adviser promised to refund. The reviewer has the email, but the callback it mentions, the adviser’s contact note and an earlier letter sit in separate systems, and the applicable response deadline is already running.

  1. 0101

    Collect the contact history

    Duvo reads the complaint register entry, customer emails and letters, branch contact notes and the call recording index. Each item keeps its source system and recorded date.

  2. 0202

    Check the file against the checklist

    Duvo compares the file with the bank’s evidence checklist for the complaint type, flags references to contacts that have no matching record and marks dates that conflict between sources.

  3. 0303

    Your team decides

    Decide how to handle each gap

    The complaint reviewer approves the internal request for a missing record, or accepts the gap with a note on why it does not affect the review.

  4. 0404

    Chase and file the returned records

    Each approved request goes to the owner of the missing record, with a follow-up if it goes unanswered. The returned record, or the reviewer’s note of the gap, joins the complaint chronology.

Connect the complaint to its contact history

Systems and control details

Duvo works with complaint register fields, correspondence and the contact metadata the bank permits. Access to call recordings or full customer records is agreed separately and can be left out of the first evaluation.

Complaint register, Correspondence archive, Branch contact notes, Call recording index

  • Reviewer approval

    The complaint reviewer approves every internal evidence request before Duvo sends it, and records the decision when a gap is accepted instead.

  • Evidence work only

    Duvo does not decide whether a complaint is upheld, assess redress, write the final response or change the customer’s account or funds.

  • Keep the chronology traceable

    Each entry keeps its source reference and recorded date next to the request and the reviewer’s decision. A missing record is noted as missing, never read as proof that the contact did not happen.

What teams ask about Banking complaint evidence

  • What records does Duvo need to build a complaint chronology?

    The complaint register entry, customer correspondence, branch contact notes and the call recording index, limited to what the bank permits. Call recordings and full customer records need a separately agreed scope.

  • Does Duvo write the final response letter to the customer?

    No. Duvo assembles the evidence and requests missing records. The complaint reviewer decides the outcome, any redress and what the bank tells the customer.

  • What happens when a contact the customer mentions cannot be found?

    Duvo records the gap with the document that referred to it and the likely record owner. The reviewer either approves a request to that owner or accepts the gap with a note.

  • Can we compare Duvo’s chronology with a complaint we already closed?

    Start with a sample of closed complaints and your evidence checklist. Duvo builds each chronology so your reviewers can compare it with the file they worked from.

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