Forseti Complaints Management System vs GovMetric CaseTracker

Forseti Complaints Management System helps regulated organisations manage complaints, including those in financial services. Its standard complaints workflow aligns with FCA DISP regulations and includes letter templates for stages such as acknowledgements and eight-week holding letters. Teams can monitor complaints across multiple products and services and use report templates for productivity and FCA reporting periods. Root cause analysis is intended to help firms understand complaint patterns and take corrective action to reduce recurrence. Optional modules add enhanced reporting, Q&A checks on complaint handlers’ work, extra letter templates, and workflow adjustments. The Q&A module allows a manager or super-user to review work and request amendments. An API for transferring or entering third-party data is included as a standard feature at no additional cost. Forseti is a SaaS platform hosted in the provider’s AWS cloud, with web and API platforms. The provider describes an out-of-the-box approach for organisations following best practice and offers a try-before-you-buy option, with no trial duration stated. Pricing is on request. Forseti is provided by Bridgetech Connect, which specialises in software systems for regulated industries, particularly financial services.

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.