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For banks, lenders and fintechs
Every lending and payments dispute, settled before it escalates
Banks, lenders, payment firms and fintechs face complaints in volume, under the regulator's conduct rules. SpyroLex runs them on your own terms and those rules, clears the routine at scale, keeps a named person on every decision, and leaves a record you can defend. The same data shows your product and risk teams what keeps driving complaints.
The spine
One governance backbone, under every stage
This is what a regulated firm actually needs, and it stays the same whether a case is an early query or an escalation to the Ombudsman.
Your terms are the rulebook
Your terms and the regulator's conduct rules are loaded as the rulebook, and every case runs under them.
A named person owns every decision
SpyroLex drafts and prepares the routine. A named person reviews it, changes what they want, and signs.
One record for the regulator
Every action is on one append-only record you can export in full, for the regulator or an auditor to check.
The lifecycle, end to end
The whole life of a dispute, on one spine
Start wherever the case is. When it moves on, it carries one record the whole way.
- 1
Early resolution
Settle a complaint inside the firm before it escalates or hardens into a claim.
- 2
The complaints chain
Internal review, then the Financial Ombudsman, with the file carrying through instead of being rebuilt.
- 3
Formal ADR and arbitration
Securities and futures disputes, scheme rules and your own clauses, run on the same system.
- 4
Recovery and enforcement
Track the outcome and its enforcement through to recovery.
The value is continuity. Nothing is rebuilt between stages, so you get one clean record from the first complaint to the final outcome.
The data loop
Every dispute becomes data you can use
The record you build on the complaints side is data your product and risk teams have never had in one place.
Every dispute runs here
Complaints, claims and ADR all run on one system, on your own terms.
It becomes structured data
What drives complaints: fees, affordability, arrears, fraud, account closures and payment failures.
It informs product and risk
Data your product, credit and risk teams can learn from, with early warning on the live book.
Why it fits
You are on both sides of the dispute
Your operation
A buyer for your complaints desk
Run the whole operation on one system, at the turnaround the regulator expects, with a record you can defend when a complaint escalates to the Ombudsman. This earns its keep from day one.
Your product and risk side
A data partner for the book you write
Every dispute becomes structured data your product, credit and risk teams can use, from what drives complaints to where fraud and arrears cluster. This is the part that compounds.
Baked in
The things a regulated firm cannot compromise on
These are not add-ons. They are settled in the contract before anything goes live.
Confidentiality in writing
Your data terms are settled with your counsel before go-live, not presented on a slide.
Cyber and data residency
Encryption in transit, and where your data lives, written into the contract.
Human in the loop
The model drafts and a named person decides. Nothing is resolved by the software alone.
A record for the regulator
Every action logged with the user and the time, in an append-only record, exportable in full.
Full white-label
Every screen and notice carries your name, your logo and your wording, as a contract term.
Questions banks and lenders ask first
Our volumes are huge. Does this scale?
Volume is what this is built for, because complaint handling inside a firm is usually a turnaround problem rather than a complexity one. What it means for your book is a question for a working session with your own numbers, and SpyroLex publishes no reduction figure it has not measured.
What happens when a complaint goes to the Financial Ombudsman?
It carries its record with it. Because the same system runs the scheme stage, the case moves on with one record rather than being rebuilt from a file and an email trail, which is where most of the loss happens today.
How is this different from our complaints or case system?
Those systems hold the file and move it along. SpyroLex runs your own terms and the regulator's conduct rules as the rulebook, drafts the response from the file, and keeps a record that shows a named person decided. The difference shows up when the Ombudsman asks you to prove the process.
Who signs the final response?
A named person in your team. SpyroLex drafts and a person with authority reviews, changes and signs, and both halves are recorded separately, so you can show which was which.
Can we keep our own wording and our own name on it?
Yes. Every screen and notice a customer sees carries your name, your logo and your wording, which is a contract term rather than a configuration option.
What can our product and risk teams actually use?
Every dispute becomes a structured, exportable record: what drives complaints, where fraud and arrears cluster, and how outcomes go. That data can inform your product, your credit decisions and your risk teams, and give early warning on the live book.
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See it run on your own complaints
Book a working sessionBring your terms and a few recent disputes. The same system runs Governed Arbitration and Governed Mediation.