EQ Complaints Professional vs GovMetric CaseTracker
EQ Complaints Professional
equiniti.com
GovMetric CaseTracker
govmetric.comSide by side
| Figure | EQ Complaints Professional | GovMetric CaseTracker |
|---|---|---|
| Price from | — | £1,125/mo |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| API | — | Yes |
| Self-hosted | Yes | — |
| Plans published | 1 | 6 |
| Spec score · Complaint Management Software | 7.3 (#15) | 8.2 (#4) |
| Founded | 2007 | 2006 |
| Headquarters | Worthing, West Sussex, United Kingdom | Oakham, Rutland, UK |
| Hosting | The product page describes a cloud-based SaaS solution; its product card says cloud and on-premise hosting options are available. | CaseTracker is delivered as a public-cloud SaaS service and the product page states AWS hosting with data stored and processed in the EU/UK (Ireland). |
| Integrations | The product card says the software integrates FOS processes and can integrate easily with existing systems. | CaseTracker offers REST APIs and connectors for CRM, contact centre and BI platforms. |
| Purpose | EQ Complaints Professional is a cloud-based complaints management system for regulated financial services firms. | CaseTracker manages complaints, enquiries and other workflow-based cases for UK councils, housing providers and public services. |
| Reporting | It automatically generates standard regulator complaints returns and reports, with MI and root cause reporting for trend analysis. | It provides regulator reports, dashboards and trend analysis, and case data can be exported or accessed through an API for BI tools such as Power BI and Tableau. |
| Security | Equiniti describes the product as having robust cloud-based security on par with on-premise security. | The product page states that CaseTracker is ISO 27001 and Cyber Essentials Plus certified and uses AES-256 encryption, multi-factor authentication, and built-in business continuity and disaster recovery. |
| Support | Equiniti offers expert guidance integrated into the system and provides consultancy, project management, and account management for solution delivery. | After launch, clients receive dedicated account management, service desk support, training refreshers and ongoing system updates. |
Plans
EQ Complaints Professional
- EQ Complaints ProfessionalPriced on request
GovMetric CaseTracker
- Band A — 1 case type setup£8,750, paid once
- Band B — 1 case type setup£10,500, paid once
- Band A — 1 case type annual licence£13,500 a year
- Band B — 1 case type annual licence£17,500 a year
- Band C — 1 case type setup£19,750, paid once
- Band C — 1 case type annual licence£24,000 a year
In their own words
EQ Complaints Professional
EQ Complaints Professional has no write-up on Specifiction yet; its figures are above.
GovMetric CaseTracker
GovMetric CaseTracker is a complaints and case management system for UK councils, housing providers and public services. It covers corporate complaints, compliments, comments, statutory social-care complaints, councillor and MP enquiries, coroners’ enquiries and other workflow-based cases. Cases can be logged through web, email, telephone, post, face-to-face contact or mediated e-forms, with a secure portal for citizens to track progress. Workflows include automated triage, configurable stages, templates, deadline alerts and escalation triggers. The system is pre-configured for Housing Ombudsman, LGSCO and SPSO frameworks and offers regulator reporting alongside reports on trends, workload, status, escalation and other case data. Octavia AI can identify service requests, classify complaints, draft acknowledgements and summaries, monitor deadlines and generate regulator reports. CaseTracker is AWS-hosted SaaS, with data stored and processed in the EU/UK (Ireland). Listed annual licence prices are £13,500 a year for Band A, £17,500 a year for Band B and £24,000 a year for Band C, each for one case type and excluding VAT. Pricing is also described as on request.