Decided on time, defended on record

Disputes arrive on their own schedule and close on the regulator’s timeline. Evidence, decisions, and deadlines live in one file.

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What Narrative does

Dispute volume is unpredictable, and every case has a clock on it. Narrative gathers the evidence, applies your investigation standard, and drafts the determination with the reasoning attached. The customer gets a decision. So does the examiner.

L1 · Operations

Reviews

The moment a dispute lands, Narrative pulls the transaction, the account history, supporting records, and the customer’s claim into one file. Each case is worked against your investigation standard: what to check, what counts as proof, and when a credit or correction is required.

The determination comes back drafted, with the reasoning and evidence cited, so analysts spend their time on the cases that need judgment.

L2 · Compliance

Monitoring

L3 · Governance

Oversight

L1 · Operations

Reviews

The determination comes back drafted, with the reasoning and evidence cited, so analysts spend their time on the cases that need judgment.

L2 · Compliance

Monitoring

Narrative watches disputes while they’re being investigated and after they close. Check required steps, credits, notices, and deadlines against the requirements for each dispute type.

Each exception shows what was missed, the applicable standard, and the evidence to remediate. Compliance sees where handling breaks down across the full population.

L3 · Governance

Oversight

See where dispute handling breaks down: incomplete investigations, missed notices, overdue decisions, or credits that weren’t applied. Narrative connects case outcomes and exceptions to the processes and controls behind them.

Track corrective action and verify resolution across affected cases. Management and examiners can see how decisions were reached, whether required steps were completed, and what improved.

How it works

Connect the evidence

Bring customer claims, transaction records, account history, communications, and case activity together. Keep each assessment linked to its source.

Apply your standards

Narrative works through evidence, required steps, and deadlines according to the dispute type and your investigation procedures.

Route the decisions

Send drafted determinations and supporting evidence to the right analysts. Route exceptions through your approval and escalation procedures.

Preserve the record

Keep checks, credits, notices, reviewer decisions, and outcomes together. Reconstruct any investigation and trace recurring issues across disputes.

Where it applies

EFTA / Regulation E

Electronic payment disputes and error resolution

TILA / Regulation Z

Credit billing errors and resolution requirements

FCRA / Regulation V

Credit reporting disputes and investigations

UDAAP

Consumer harm and unfair or misleading dispute handling

Bring your experts’ judgment to the whole business

Request a demo

Learn more

Bring your experts’ judgment to the whole business

Request a demo

Learn more