Complaints casework software that reads every case against your procedures.
For any organisation that runs a formal complaints procedure.
AI reads each complaint against the procedures you publish, then suggests which one applies and what to do next, citing the clauses. Your handler makes every decision.
For your team: one system for the whole case, from first contact to closure. For the people who complain to you: a modern online portal to submit, follow their case, send files and message your team.
Made a complaint? Here's how your complaint is handled
Complaints have changed. Your headcount hasn't.
- More of them.
- More complaints arrive every year. Rarely more people to answer them.
- Longer.
- What used to come as a paragraph now comes as pages. Every page must still be read.
- Written with AI.
- A complainant can write ten pages in ten minutes. Your handler cannot read them in ten.
ReCourse reads them first.
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Checks them against your policies.
ReCourse reads every complaint against your published procedures and finds the clauses that apply.
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Gives you a head start.
Every complaint is summarised before your handler opens it: the facts set out, the procedure that applies and the next step suggested.
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A person decides.
It sets out the facts and finds the clause. Your handler makes the decision. Every time.
How it works
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Upload your policies
Add the procedures you already publish. Everything staff are shown is quoted from them, with the page.
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Complaints arrive
Complainants fill in your online complaint form, signed in to their own account so they can follow the case. Each gets a reference and a due date in working days, straight away.
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ReCourse reads it against your policies
Before a handler opens the case, it has worked out which of your procedures applies and what to do next, with the clauses to back it.
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Message the complainant
One thread per case for questions and updates. A new reply is flagged in the queue, so it is not missed.
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Link related complaints
Other complaints that may concern the same matter are suggested, with the reasons. Link them in a click.
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Assign handlers
A handler and an investigator on every case, so everyone knows whose it is.
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Keep track
One queue, sorted by what is due next, each case marked on track, due soon or overdue.
Everything your organisation needs to run the procedure
Not only help with each case: the tools to run your complaints procedure as a whole, and to show how it was run.
- Your procedure, as written
- Set the stages, deadlines in working days and categories to match the procedure you publish.
- A role for everyone
- Handlers, investigators and managers, and HR access that can read every case but change nothing.
- A full audit trail
- Every action on a case is recorded against a name, for managers to review.
- Nothing missed
- Staff are told when a complainant replies, edits their complaint or adds a file. Complainants are told when their case moves on.
- Retention handled
- Cases past your retention period are listed for a manager to review, so nothing is kept longer than it should be.
- Staff accounts in minutes
- Invite a colleague and send them their sign-in link, or let staff sign in with Microsoft 365.
Your data, and your obligations
- UK GDPR
- Names and contact details are pseudonymised before the AI reads anything, and every action on a case is recorded against a name.
- Support for your DPIA
- We give your data protection officer what they need to complete a data protection impact assessment.
- Where data is held
- On our hosted service, the application runs on Vercel in London, the database is in London and files are in Ireland. The AI provider receives pseudonymised text only, in the United States. Every provider and location is listed in our data processing agreement.
- Your ombudsman's route
- Stages and deadlines are set for your type of organisation and the ombudsman or regulator complaints escalate to.
Connected to the systems you already use
On request, we connect ReCourse to the systems you already run. Microsoft 365 sign-in is included in the price. Other connections are quoted separately.
- Staff sign-in, included
- Staff sign in with the Microsoft 365 accounts they already have.
- Your CRM
- Cases recorded in Dynamics 365 or Salesforce, so your view of each customer stays complete.
- Your records system
- The complainant's details looked up from the system that already holds them.
- Anything with an API
- Connected by your IT team, or by us.
One price. Everything included.
The same for every organisation, whatever its size, however many complaints you log and however many staff handle them.
We host it, or you run it on your own servers. The price is the same.
£250 a month, excluding VAT
Or £2,850 a year when you pay annually: 5% off.
- Unlimited complaints
- Unlimited staff accounts
- Microsoft 365 sign-in for staff
- A free 90-day trial, with example cases and your own policy
See it with your own procedure
Upload your published policy and the summaries cite your clauses, not ours.
Who we are
ReCourse is built by CyberReady. Questions about the software, or about working with us: info@cyberready.dev.