New Complaints Management solution halves case duration and escalation rates as organisations grapple with longer, more complex AI-generated complaints
London, UK – 2 October – ArvatoConnect has launched Complaints Management, an AI-enabled solution designed to help organisations process complaints faster and more consistently as generative AI drives a new wave of longer, more complex customer submissions.
The strain is showing across sectors. Councils have reported AI-generated complaints running to as many as 99 pages, while the Financial Ombudsman Service has warned that firms are receiving lengthy AI-assisted complaints containing inaccurate legal references and invented decisions. The Legal Ombudsman, which saw new complaints rise 37% in 2025/26, has also identified AI as both a driver of demand and a factor increasing complaint complexity.
At the same time, regulatory expectations are becoming more demanding. In housing, for example, the next phase of Awaab’s Law will bring a wider range of hazards within fixed response times from November, increasing pressure on providers to act on resident reports within 7 days.
These pressures are creating a growing imbalance: consumers can generate pages of detailed, regulation-heavy correspondence in seconds, while organisations still have to establish the underlying issue, verify claims, gather evidence, apply policy correctly and justify the eventual outcome.
Complaints Management, powered by ArvatoConnect’s digital propositions, uses large language model capability alongside controlled, deterministic workflows to analyse incoming complaints, identify and prioritise key issues, retrieve relevant evidence and present advisers with a structured case view.
The solution also analyses image and video evidence, presenting recommendations to help teams assess issues such as vehicle damage or housing hazards including mould and broken fixtures alongside the written complaint.
The technology guides advisers through an auditable decision-making process aligned to business policy and regulatory obligations, before drafting the final response and creating an evidential trail. The solution is expected to halve complaint escalation rates and case duration, helping organisations clear backlogs faster and release specialist teams to focus on complex cases and vulnerable customers.
James Towner, Chief Growth Officer at ArvatoConnect, said: “Generative AI has put enormous pressure on customer service teams, especially those within regulated organisations. Complaints teams are trying to fight AI-generated volume with human processing capability which is simply not feasible and creates a very real risk that genuine complaints will fall through the cracks.
“The answer isn’t to put an autonomous AI on the other side and let two machines fight it out. Complaints can involve vulnerability, financial redress and decisions with a very real impact on somebody’s life – and even their immediate safety. We need AI doing the heavy lifting around parsing information and administration, while caseworkers remain accountable for the judgement.”
Unlike autonomous agentic systems, ArvatoConnect’s approach uses controlled workflows in which recommendations are transparent, repeatable and auditable, with human advisers retaining final decision-making authority.
Built using low- and no-code technology, ArvatoConnect’s complaints workflow can be defined, built, tested and deployed for an organisation in as little as 30 working days, without the lengthy development cycle traditionally associated with bespoke automation.
Complaints Management is available as a build-and-deploy solution, a fully managed service combining technology with ArvatoConnect’s customer service teams, or through a SaaS licensing model.
To read more about the solution or schedule a demo visit Complaints Management.
Q&A
Why are organisations seeing longer and more complex complaints?
Generative AI has made it easier for customers to produce lengthy, detailed complaints within seconds, resulting in an upsurge of complex complaints across regulated sectors. According to the latest FCA data, UK financial firms recorded 1.85 million complaints, while the Legal Ombudsman received14,529 newly escalated complaints in 2025/26, up 37% year on year. Councils have also reported receiving AI-generated complaints of up to 99 pages, and the Financial Ombudsman Service has flagged that some AI-assisted submissions contain inaccurate legal references and invented decisions. This has resulted in a widening gap between the number of complaints and the time and resources available to handle them properly. Complaints teams are struggling to accurately check every claim and apply the correct policy within legislated timeframes. The result is greater pressure on already stretched teams and a heightened risk that genuine complaints, including those involving vulnerable customers, are delayed or overlooked.
How does ArvatoConnect’s Complaints Management solution help organisations manage AI-generated complaints?
ArvatoConnect’s Complaints Management solution uses large language model capability alongside controlled, deterministic workflows to analyse incoming complaints and identify the key issues and decisions requiring human attention. This helps organisations prioritise higher-risk complaints and those involving vulnerable customers, supporting compliance with statutory response times and regulatory obligations.
Our solution reads the complaint, pulls out the key issues and relevant evidence and hands the adviser a structured case view, instead of a lengthy and complex submission. It then guides the adviser through an auditable decision-making process aligned with the organisation’s policies and regulatory obligations, before supporting the drafting of the final response and creating an evidential trail.
What impact can ArvatoConnect’s Complaints Management solution have on performance?
ArvatoConnect’s Complaints Management solution is expected to halve both case duration and escalation rates. In practice, it can clear backlogs faster and allow specialist teams to focus on complex complaints and customers who require additional support, by reducing administrative tasks like reviewing and compiling cases. ArvatoConnect’s solution is designed to improve consistency and ensure complaints follow the correct process by giving advisers the information they need to make well-supported decisions, resulting in cases closing more quickly and efficiently.
Does the ArvatoConnect solution make complaint decisions autonomously?
No. ArvatoConnect’s Complaints Management solution is designed to support human advisers rather than replace their judgement. AI is used to analyse information, retrieve evidence, make recommendations aligned to policies and regulations, and complete administrative tasks, while human advisers retain final decision-making authority. Human judgement is highly important in cases where complaints involve vulnerability, financial redress, housing conditions or decisions that could have a significant impact on somebody’s life or immediate safety. ArvatoConnect believes that technology should make people better informed and more consistent, while ensuring that accountability remains with the complaints team.
Why are deterministic workflows important in complaints management?
Large language models don’t give the same response twice or show exactly how a particular recommendation or outcome was reached creating accountability and consistency risks when they are used without appropriate controls. We believe that combining it with a controlled deterministic workflow ensures advisers follow a defined and repeatable process where recommendations are transparent and auditable at every stage. This approach helps organisations use AI to manage complexity while retaining the governance, oversight and accountability required in regulated and public-facing services.
Can ArvatoConnect’s Complaints Management solution analyse images and videos?
Yes. ArvatoConnect’s Complaints Management solution can analyse image and video evidence alongside the written complaint. Our solution presents recommendations to help teams assess issues such as vehicle damage, mould, broken fixtures and other housing hazards. By bringing written and visual evidence together, and assessing it against relevant policies and regulations, advisers are given a more structured view of the case, helping them identify the core issues without needing to refer to other sources of data. The solution’s recommendations remain subject to human review, where the caseworker continues to be responsible for the final assessment and decision.
How can the solution help housing providers meet tighter response requirements?
ArvatoConnect’s Complaints Management solution can help housing providers organise evidence, identify issues such as mould or broken fixtures more efficiently, and prioritise higher-risk or more urgent complaints, accelerating processes and avoiding any unnecessary delays that could lead to fines. It supports advisers through a consistent and auditable process while ensuring decisions affecting residents’ homes, wellbeing and safety retain appropriate human oversight.
How does ArvatoConnect help prevent genuine complaints from falling through the cracks?
ArvatoConnect’s Complaints Management solution helps advisers separate the underlying issue from the volume of supporting material. The solution uses AI to identify and prioritise key points, retrieving relevant evidence and presenting the case in a structured format. This helps complaints teams focus their attention by actual urgency and impact.
How quickly can ArvatoConnect deploy the Complaints Management solution?
ArvatoConnect’s Complaints Management workflow can be defined, built, tested and deployed for an organisation in as little as 30 working days, which is a fraction of what a bespoke build typically takes. The workflow can be aligned with the organisation’s own policies, regulatory requirements and existing complaints process before it goes live and can be updated later without disrupting existing workflows.
Is ArvatoConnect’s Complaints Management solution available as a managed service or technology platform?
ArvatoConnect’s Complaints Management solution is available through three delivery models. Organisations can adopt it as a build-and-deploy solution, use a fully managed service that combines the technology with ArvatoConnect’s customer service teams, or access it through a SaaS licensing model. This allows organisations to select an approach that reflects their operational capacity and expertise.
Which organisations could benefit from ArvatoConnect’s Complaints Management solution?
Our solution is designed for organisations handling high volumes of complex complaints, particularly where decisions must be consistent, explainable and auditable. This includes organisations operating in regulated industries, such as, housing providers, councils, financial services firms and other organisations dealing with complaints involving policy requirements and vulnerability.
Is AI causing the complaints problem or helping to solve it? Both. Generative AI is increasing the length and complexity of some customer submissions, making it more difficult for complaints teams to identify the underlying issue quickly. However, AI can also help organisations manage that additional complexity. ArvatoConnect’s approach uses AI to do the heavy lifting on analysis, administration and prioritisation, inside a controlled workflow, while keeping a human accountable for the decision that actually matters.
