After a fantastic trip to Dublin for Grant Thornton’s Consumer Protection Protection Conference on the 6th November, CourtCorrect is thrilled to announce its official expansion to the Republic of Ireland!
The CourtCorrect Ethos and Platform
Since starting life as a research project at the University of Cambridge, CourtCorrect remains devoted to justice, transparency, and consumer protection. Our mission is to revolutionise how organisations can handle customer complaints: empowering complaint handlers with predictive insights, in-depth case analysis, and a smoother, more intuitive workflow. Our platform has been configured from the ground up to deliver three key business benefits:
Operational Efficiency
Quality and Consistency of Decision Making
In-depth Management Information & Root Cause Analysis
Our mission to deliver these benefits transcends borders, with the aim of delivering value regardless of location or regulatory framework. Our Ireland expansion is the next step towards making this vision a reality, with our platform having been newly-tailored to the Irish market. This week, we were able to demonstrate a brand-new case resolution journey to an audience of representatives from AIB, the Central Bank of Ireland (CBI), the Bank of Ireland, and others. We showed how our platform equips complaints handlers with valuable insights to guide their decisions: promoting consistency, fairness, and effectiveness across cases.
Live Demonstration of the CourtCorrect Platform at Grant Thornton’s City Quay Offices
The Complaints Landscape In Ireland
Whilst we strongly believe in the universality of the benefits achievable with our platform, we recognise that there is no one-size-fits all approach to complaints handling. Irish businesses are subject to different regulations to many of CourtCorrect’s previously-established clients, and face a unique array of challenges and opportunities when it comes to resolving complaints.
However, just as elsewhere, they are facing a rapidly-growing complaints surge that needs addressing. Last year saw record growth in the volume of cases escalated to the FSPO, with 6,182 complaints opened and more than €4.7 million in compensation awarded to consumers. The financial sector seems to have faced the steepest rise, with the overwhelming majority (85%) of these complaints related to banking and insurance.
Nor has 2024 seen much improvement. The CBI’s most recent Regulatory and Supervisory Outlook has characterised this year as one of extreme instability and financial risk: exacerbated by geopolitical crises and the spiralling cost of living. In such times, it is consumers - particularly those who are financially vulnerable - who feel the greatest pressure.
Customer service lies at the heart of protecting vulnerable consumers and ensuring healthy, robust client-consumer relationships. However, the 2024 Outlook and upcoming regulation both reflect that businesses across the financial sector are struggling to meet the standards of good practice and consumer care. In April, the CBI highlighted significant issues in customer service quality for borrowers facing early mortgage arrears, including:
Late/incomplete information provided by lenders
Inadequate follow-up procedures
Failure to recognise borrowers’ financial difficulties and vulnerabilities
Now more than ever, it is essential for handlers to identify and address consumer vulnerabilities, offering better protection to those who need it most.
In this context, CourtCorrect is perfectly positioned to deliver meaningful, quantifiable improvements to current complaints and error handling practices. Our platform can help complaints teams address consumer needs with sophisticated vulnerability flagging - ensuring a prompt, effective resolution with minimal risk of FSPO escalation. As the world of complaints resolution in Ireland faces sweeping change, CourtCorrect can help businesses transform challenges into opportunities for enhanced consumer trust and protection.
The Consumer Protection Code
In its current iteration, the Consumer Protection Code enforces several requirements for the resolution of complaints and errors: promptness of resolution, quality of documentation, and pattern analysis for the identification of problem areas. The newest revision to the Code will expand the scope of these existing mandates, enforcing prompt refunds for customers affected by errors and more extensive, detailed internal reporting.
With CourtCorrect, businesses will be uniquely well-equipped to meet both existing and upcoming regulatory requirements. With in-depth Management Information that updates in real time, users can obtain granular and high-level information - and everything in between - at the click of a button. Our system is also designed to facilitate easy data exports for internal and regulatory reporting, allowing for swift remediation of common problems and fully Code-compliant documentation.
The result: a new mechanism for handling complaints and business errors that will build customer trust, reduce risk, and ensure alignment with regulatory standards.
Closing Thoughts
Following the privilege of attending such an illuminating conference in Dublin, we’re thrilled to share our excitement about what CourtCorrect can do to help businesses and complaints teams in the Republic of Ireland. We’re grateful to Grant Thornton for the invitation, and to everyone who has helped build our platform into the world-beating complaints resolution tool that we continue to improve and expand every day.
If you are interested in gaining early access to our platform as part of CourtCorrect’s Irish expansion, you can sign up here. You can also learn more about Grant Thornton and the Consumer Protection Conference here.
Le gach dea-ghuí,
The CourtCorrect Team
L-R: Wesley Murphy (Central Bank of Ireland), Cathie Farrell MInstD (Grant Thornton), Brian Duffy (Grant Thornton), Kevin Coleman (Grant Thornton), Tara McDermott (FSPO), Ludwig Bull (Founder & CEO of CourtCorrect), Brian Hayes (CEO of Banking and Payments Federation Ireland)