Client Complaints Management
Complaint Resolution Without the Spreadsheet Trail
Client Complaints is complaint management software for CIRO-regulated investment dealers and wealth advisory firms. It runs intake, investigation, redress and regulatory reporting in one governed workflow, on the same client records your KYC and surveillance already use, and every file closes with a certified, exam-ready audit trail.
Regulator-Ready Workflow
Every Stage of a Complaint in One Governed Workflow
Structured Intake
Capture written and verbal complaints with the client’s details, a category and an owner from the start.
Triage & Root Cause
Your team classifies each complaint by urgency, nature and root cause, and flags potentially vulnerable clients for follow-up.
Deadline Tracking
CIRO acknowledgment, filing and response deadlines are calculated automatically, with statutory holidays and Quebec timelines built in.
Response Letters
Prepare response letters, including English and French versions for Quebec, approved by a supervisor before they go out.
Redress Ledger
Track settlements, fee waivers and trade reversals to financial close-out with approvals, not as a free-text field.
Regulatory Filing
Generate CIRO ComSet filing packages and FCAC annual reports from the system of record, with required documents checked first.
How It Works
From First Contact to Certified Close
With complaint management software, every complaint follows six stages, and every action, document and decision is recorded in the audit trail.
Step 1
Intake
Capture the complaint, the client and the advisor, and assign an investigator to action.
Step 2
Acknowledge
Deadline clocks start automatically, adjusted for business days and statutory holidays.
Step 3
Investigate
Review the client's KYC as it stood when the complaint arrived, alongside documents and notes.
Step 4
Respond
Prepare the response letter, approved by a supervisor before anything is sent.
Step 5
Resolve
Record the outcome, redress and root cause, and flag systemic issues for review.
Step 6
Close & File
A designated complaints officer certifies the file, then the ComSet package and OBSI window follow.
Never Miss a Deadline
Every Complaint Timeline
in One Queue
The complaint queue shows status, owner and time remaining on every file. Acknowledgment, filing and response deadlines follow CIRO Rule 3703, including Quebec's shorter AMF timeline and statutory holidays.
Automatic deadline clocks
Statutory holiday calendars
OBSI escalation window tracking
Complete Client Context
Investigate with the Full Client Record
Each case shows the client's KYC as it stood when the complaint was received, side by side with the current profile, so investigators can see at a glance whether suitability was in question.
KYC at time of complaint
Documents and investigation notes
Suitability mismatch flags
Supervisor Approval
Every Response,
Supervisor-Approved
Triage classifications, root-cause findings and response letters are recorded on each complaint file. Nothing is sent until a supervisor reviews and approves it, and every decision is logged to the file’s audit trail.
Structured triage and review
Supervisor approval before anything is sent
Complete audit trail
Dear Ms. Leblanc, we have completed our investigation into the concerns you raised on February 10. If you are not satisfied, you may escalate your complaint to OBSI within 180 days.
Madame Leblanc, nous avons terminé notre enquête sur les préoccupations soulevées le 10 février. Si vous n'êtes pas satisfaite, vous pouvez transmettre votre plainte à l'OSBI dans les 180 jours.
Frequently Asked Questions
Complaint Management Software for CIRO Firms
What is complaint management software?
Complaint management software records each client complaint from intake to close, tracks the regulatory deadlines, documents the investigation and redress, and produces the filings a regulator expects. Four Eyes Client Complaints does this for CIRO firms, including Rule 3703 deadlines, ComSet reporting, OBSI escalation tracking and a redress ledger, with every response approved by a supervisor before it is sent.
How does Four Eyes Client Complaints help firms meet CIRO Rule 3703 complaint handling deadlines?
Client Complaints calculates CIRO Rule 3703 deadlines automatically instead of tracking them by hand. When a complaint is logged, Client Complaints starts the CIRO Rule 3703 clocks: acknowledge within 5 business days, report in ComSet within 20 business days, and send a substantive response within 90 calendar days (60 in Quebec under the AMF timeline). Deadlines adjust for business days and statutory holidays, and the queue shows the time remaining on every file.
How are complaints reported to CIRO through ComSet?
Complaints are reported to ComSet from the system of record. Each closed complaint is certified by a designated complaints officer and queued for ComSet. The filing package can't be generated until the required documents, such as the account form, trade confirmation and complaint letter, are attached.
How does the platform manage OBSI escalation?
The escalation window is tracked on every file. When a complaint is closed, the 180-day OBSI escalation window starts, and the firm oversight dashboard shows the time remaining so escalations never come as a surprise.
How are complaint responses supervised?
A supervisor or compliance officer approves every response before it is sent. Triage classifications, root-cause findings and correspondence are recorded on the complaint file, and every review and decision is logged with the reviewer’s identity and timestamp.
How are redress and settlements tracked?
Redress and settlements are tracked in a dedicated redress ledger. Cash settlements, fee waivers and trade reversals are recorded against the complaint with approvals, so the firm can report total redress and show each payment through to close-out.
Can Four Eyes Client Complaints produce the FCAC annual complaints report?
Yes, for bank-owned dealers. The FCAC report is generated from closed complaints, measures timeliness against the federal deadline, ranks systemic issues by clients affected, and is blocked until every closed file has a recorded root cause. The final report carries an integrity hash.
How does complaint handling connect to KYC and supervision?
Complaint handling runs on the same data layer as KYC and supervision. Each case shows the client's KYC history, from digital onboarding onward, including the version in force when the complaint arrived, and complaint notes route to branch managers and the CCO through the same supervision workflows used for trade surveillance. Follow-up work can also be routed into Case Management.
How does Client Complaints handle complaints from Quebec clients?
Quebec complaints follow the AMF timeline automatically. The 60-day response deadline is applied in place of the 90-day CIRO deadline, and the response letter can be prepared in English and French, with a supervisor reviewing and approving both versions.
Beyond Complaints
Keep Every Client Record Current
Complaints often trace back to an outdated client profile. KYC Maintenance keeps every record current with materiality-based reviews and an audit-ready approval trail, on the same platform.