Forseti Complaints Management System vs Infreemation Complaints

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.

Infreemation Complaints is web-based case management software for handling an organisation’s complaints. It brings reports from email, websites, social media, postal mail, telephone and fax into a central database. A calendar records receipt and due dates; each case can include a snapshot, timeline, earlier requests and audit trail. Complaints are added automatically, with configurable initial responses and alerts for approaching deadlines. Rules can match similar requests, and organisations can optionally make a searchable public archive. Staff can assign cases to employees, use investigation and approval workflows, track SLAs, and view KPI reports on an online dashboard; reporting depth is basic. The cloud service runs in a browser without installation. The maker says sensitive data is encrypted, the service is GDPR compliant, and its dedicated servers and data are in the United Kingdom. It also states that it holds Cyber Essentials and Cyber Essentials Plus certification. Pricing is on request, with no set-up costs; a free trial is available for 30 days. Site licensing provides unrestricted user access.