- Classifying Complaints with Natural Language Processing
Blog · 11 May 2021
The Consumer Financial Protection Bureau (CFPB) collects consumer complaints about financial services such as banks, credit bureaus, and credit card companies. Using this publicly available dataset…
- Complaint Management System (CMS)
Solution
The Reserve Bank of India (RBI) uses a multi-layered technological framework centered on the Complaint Management System (CMS) to handle the millions of grievances it receives. This system…
- Ranking de Reclamações
Solution
BCB DECON public complaints ranking by entity that creates market discipline through transparency. Coupled with coordinated illegal lending app removal in partnership with Google and Apple to take…
- ASIC Design and Distribution Obligations (DDO) Surveillance Suite
Solution · 1 January 2022
ASIC's surveillance architecture monitoring compliance with the Design and Distribution Obligations (DDO) regime for retail investment products. Ingests system-wide Internal Dispute Resolution (IDR)…
- SEPS Multichannel Complaints System
Solution · 1 January 2024
Matellio-built architecture for SEPS Ecuador with a chatbot consumer-facing frontend (WhatsApp, Facebook, web) and a backend of distinct ticket services (claim handling and resolution tracking)…
- Chatbot Application and Complaints Management System
Solution · 25 May 2025
The consumer complaints system at the Bangko Sentral ng Pilipinas (the Philippines Central Bank, hereafter BSP) was limited by outdated communication channels, an incomplete database of customer…
- Complaints Management System
Solution
The Complaints Management System provides an interface with users that allows them to filter complaints by subject and financial service provider, for instance, and supervisory measures by the…
- Financial Superintendency of Colombia’s (SFC): SmartSupervision
Case study · 24 March 2026
SmartSupervision is the Financial Superintendency of Colombia’s (SFC) intelligence-led platform for consumer protection and market conduct supervision. It replaces reactive, case-level complaint…
- ProUsuario Digital – Market Conduct & Consumer Protection Platform
Solution · 30 September 2021
A digital public interface that automates collection of consumer complaints and inquiries while providing real-time access to consolidated credit reports and risk ratings.
- ML-Based Complaints Classification Tool
Solution
A machine learning system deployed on Google Cloud Platform to automate classification of consumer complaints. The tool processes unstructured text from emails and attachments using OCR (Google…
- The Next Wave of Suptech Innovation
Report · 15 March 2021
World Bank technical note documenting 18 suptech solutions specifically for market conduct supervision, drawing from primary research with 14 financial authorities. Presents a four-category taxonomy…
- Approaches to handling consumer complaints, including applicable legal, regulatory and supervisory frameworks
Report · 24 November 2025
The report reviews how different countries structure consumer-complaint mechanisms in the financial sector, describing typical legal obligations, regulatory duties, and supervisory oversight…
- Consumer Finance Risk Monitor
Report · 1 January 2024
Using original data collected from governments around the globe, the Consumer Finance Risk Monitor analyses the constantly evolving issues and risks facing consumers of financial products and…
- Supervisors’ use of key indicators to assess insurer conduct
Report · 1 January 2022
Between December 2020 and February 2021, the IAIS, through its Market Conduct Working Group (MCWG), surveyed members1 to obtain a view of current supervisory approaches and challenges related to…
- Operations Research on Customer Complaints in Fintech using ARIMA & Holt-Winters Method and LSTM (Long Short-Term Memory Networks)
Report · 1 August 2025
This paper aims to analyse and forecast customer complaints for the fintech industry based on ARIMA, Holt-Winters, and Long Short-Term Memory (LSTM) networks. Given the rise of the use of digital…
- How artificial intelligence affects financial consumers
Report · 31 January 2019
This report explores the transformative impact of artificial intelligence on the consumer financial services market and its profound implications for financial protection and inclusion. The author…
- FCA streamlines complaints data reporting requirements for firms
News · 21 May 2025
In May 2025, the FCA announced new proposals to significantly simplify how ten thousand regulated firms report complaints data. The primary objective is to ease the administrative burden on…
- Andrew Bailey speech at press conference for the publication of FCA corporate documents
Speech · 17 April 2017
In his 2017 address, Andrew Bailey, then-Chief Executive of the Financial Conduct Authority (FCA), introduced a landmark suite of corporate documents designed to define the regulator's core mission…
- Mahesh Kumar Jain: Consumer protection in a digital financial world - initiatives and beyond
Speech · 20 June 2019
In this milestone address marking the silver jubilee of the Banking Ombudsman Scheme, Deputy Governor Mahesh Kumar Jain outlines the Reserve Bank of India’s (RBI) evolving strategy for financial…
- ccdb5-api
Open Code
The API facilitates searching and retrieving complaint data, offering features such as searching complaint data, suggesting data based on input, and retrieving complaints by ID. To fulfil its…
- Consumer Complaints
Open Code
The model analyses consumer complaints filed against companies for various financial products, such as credit card payment problems or debt collection tactics. The model, determines, for each…
- Consumer Complaints Data - Unwanted Calls
Open Data
This data is for unwanted calls (telemarketing or robocalls). Individual informal consumer complaint data detailing complaints filed with the Consumer Help Center beginning October 31, 2014. This…
- Consumer Complaints Database
Open Data
The database contains complaints data received from consumers. Complaints are only published after a company responds via CFPB, confirming a commercial relationship or after 15 days, whichever comes…
- Financial Consumer Protection Suite with Web Scraping and Machine Learning-Based Analysis
Case study · 26 April 2025
This case study outlines the development of a functional prototype featuring a financial consumer protection suite with social media and web scraping, sentiment analysis, topic modelling, and other…
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