From complaint to resolution, with a clock on every desk
A single structured case file moves through intake, routing, escalation and resolution — and can branch into legal action or asset recovery at any stage.
Resolution lifecycle
Guided intake
Division, district or country, sector and sub-issue captured in a structured case file.
Evidence verification
Attachments checked for legibility, completeness and relevance by the triage desk.
Authority routing
Rules engine matches the mandated desk or ombudsman scheme; you confirm before filing.
SLA clock & escalation
Service window starts. Silence triggers reminders, then supervisory escalation.
Resolution recorded
Authority response, remedy or recovery outcome attached to the case file.
Closure & appeal path
Case closed with a downloadable summary, or escalated to legal / recovery desks.
SLA timelines
Escalation triggers automatically when a window lapses.
Acknowledge and register within 2 days.
Operator response mandated within 72 hours.
FICSD acknowledgement and bank response.
Preliminary enquiry decision.
Record verification and hearing schedule.