Complaint ownership breaks where handoffs multiply
Many fintech services can describe a complaint policy in a page. Fewer can name who owns the case when it leaves first-line support.
In assessments we run, the weak points are handoffs: support to product, product to compliance, compliance back to the customer. SLAs exist on paper, but no one closes the loop when a ticket sits between teams.
Before adding more process, map one real complaint end to end. If you cannot say who decides, who informs the customer, and who records the root cause, the framework is incomplete — regardless of how polished the policy looks.