The potential for large-scale consumer complaints and financial redress means firms must act fast- not just to understand their exposure but to build a clear, data-backed strategy for the long-term.
At Recordsure, we believe the answer lies in pairing deep regulatory understanding with the right technology, to give compliance and QA teams the clarity, speed and confidence to respond effectively.
Drawing on insights from our Preparatory guide: Motor finance commission complaints, remediation and redress, here’s how Recordsure’s and its AI-led solutions are helping firms use data for compelling customer insights.
Unstructured data, hidden risk
As the guide highlights, many firms face a fundamental data challenge: historic sales and commission models are often documented across fragmented systems, unstructured call recordings, and paper-based files. This legacy data creates barriers to understanding how commissions were explained and whether disclosures were sufficiently clear.
Yet under the FCA’s evolving expectations, this detail matters. Firms must show that customers were treated fairly, commissions were disclosed appropriately, and financial incentives did not unduly influence sales practices.
AI for smarter review
Recordsure’s suite of technologies is already helping firms overcome this challenge, and here’s how:
– Transcription and speech analytics: Our AI-powered solution can transcribe and analyse historic customer interactions – across phone, face-to-face, and virtual channels. This enables firms to quickly:
a) Search thousands of records for specific commission disclosures
b) Flag risk signals like misleading language or missing explanations
c) Surface cases likely to require manual review
– Automated case triage: Using intelligent AI, Recordsure helps firms categorise cases by risk level, prioritising urgent or high-exposure cases. This dramatically reduces time spent combing through low-risk files, freeing up resource for the complaints that matter most.
– AI-led quality assurance: Our AI can review 100% of cases against customisable QA frameworks, helping firms spot gaps in disclosure and inconsistencies across agents or teams. This ensures a defensible, auditable approach to both retrospective review and future complaint handling.
Outcomes that matter
The key to effective complaint management lies in transparency, defensibility and preparedness. Technology can’t replace sound regulatory judgement, but it can supercharge your ability to act quickly, consistently and with full visibility into past behaviours.
Turn complexity into confidence
Recordsure is helping financial services firms harness their data to stay compliant, build trust and move forward with clarity. In the context of motor finance commission complaints, that means giving you the insight and tools to respond decisively, no matter what the future holds.
Ready to see how Recordsure can support your team? Get in touch with our experts today.
