Use cases
/
Complaints
The complete picture of your complaint log
Every complaint, followed from intake to close to QA to audit. Every exception is flagged the moment it happens.
What Narrative does
Keeping complaints compliant comes down to two questions: did you fix it, and can you prove it? Narrative watches all of your complaints, not a sample, and connects each exception to the evidence and action it needs. The customer gets an answer. So does the examiner.
How it works
01
Connect the evidence
Bring complaint submissions, customer communications, account records, and case activity into the same system. Keep each assessment linked to its source.
02
Apply your standards
Narrative classifies complaints and evaluates handling against your policies, controls, and applicable requirements.
03
Route the decisions
Send exceptions and supporting evidence to the right investigators and reviewers, following your ownership, approval, and escalation procedures.
04
Preserve the record
Keep investigation steps, exceptions, decisions, customer responses, and remediation evidence together. Reconstruct any complaint and trace recurring issues across the business.
Where it applies
UDAAP
Consumer harm and unfair or misleading practices.
EFTA / Regulation E
Electronic payments and error resolution.
TILA / Regulation Z
Credit terms, billing, and disclosures
FCRA / Regulation V
Credit reporting accuracy and investigations.