As we usher in 2025, we at CourtCorrect want to take a moment to express our gratitude and reflect on the remarkable journey we've undertaken this past year. We wanted to revisit the significant milestones and achievements of 2024 - not only within our company but also in the evolving landscape of complaints resolution. It's a chance to celebrate our shared successes, consider the broader changes in our industry, and set the stage for what we hope to accomplish in the coming year.
Key Events in 2024
2024 was a landmark year of events for CourtCorrect, filled with engaging opportunities and significant industry gatherings that strengthened our collaborative ties across the industry.
• The Cambridge Complaints Forum - November 29th
Hosted by us at the historic Newnham College, the Cambridge Complaints Forum brought together industry leaders and valued partners from major organisations, including ERGO Travel Insurance, Huntswood, RAC, Kroo Bank, NFU Mutual, Wise, and 118 118 Money.
The Forum served as a testament to our commitment to shaping the future of AI in complaints management. Critical discussion points included:
AI-driven enhancements: How AI has revolutionised the accuracy and efficiency of Root Cause Analysis (RCA).
Personalised customer interactions: We were able to demonstrate significant strides in personalised communication with our platform, ensuring sensitivity to customer vulnerabilities and improving engagement through language adaptability.
Integration and adoption strategies: Insights from our partners highlighted the successful integration of CourtCorrect with external case management systems, showcasing our platform’s flexibility and the ease of adoption in diverse operational environments.
We’re grateful to everyone who attended for their contributions, which will prove instrumental in helping us refine our solutions and better meet the needs of our clients - and their customers!
L–R top: Oliver Williams (Head of Complaints, Kroo Bank), Ludwig Bull (Founder & CEO, CourtCorrect), Jamie Bates (Complaints Transformation Lead, Wise), Robin Saberi (Head of AI, CourtCorrect), Iqbal Singh (Machine Learning Engineer, CourtCorrect), Amir Ali OBE (Board of Directors, CourtCorrect), Leigh-Anne Gray (Head of Complaints, ERGO) L-R bottom: Ben Swann (Customer and Conduct Consultant, NFU Mutual Financial Services), Richard Cooper (Technical Advisor, Huntswood), Abigail Fry (Head of Complaints, NFU Mutual), Siobhan Duffy (Director of Customer Experience, RAC), David Lewis (Head of Customer Care, 118 118 Money)
• The Grant Thornton Consumer Protection Conference - November 6th
At the kind invitation of Grant Thornton Ireland’s Brian Duffy, we were thrilled to attend the Dublin-based Consumer Protection Conference “Shaping Tomorrow: The Future of Consumer Protection in a Digital Age”.
Ludwig Bull, our Founder & CEO, shared the floor with distinguished guests from the Financial Services and Pensions Ombudsman and the Central Bank of Ireland to discuss how innovation and regulatory foresight can shape the future of consumer protection in Ireland. We were able to offer key insights into the transformative role of AI in addressing rising complaint volumes and regulatory pressures, and demonstrate CourtCorrect’s potential to streamline complaint resolutions and support vulnerable consumers.
We’re delighted to announce that this conference marked the beginning of our official expansion into Ireland, setting a firm foundation for future partnerships as we move into the new year! You can sign up here for early access to our platform as part of our Irish expansion.
L-R: Wesley Murphy (Head of Consumer Protection, Central Bank of Ireland), Ludwig Bull (Founder & CEO of CourtCorrect), Tara McDermott (Director of Customer Operations, Financial Services & Pensions Ombudsman), Cathie Farrell MInstD (Director for Financial Services Consulting, Grant Thornton)
• The 23rd Annual Complaints Management Forum - June 11th
We proudly led the sponsorship at the 23rd Annual Complaints Management Forum at the Park Plaza Hotel, London, where we joined forces with major banks and the Financial Ombudsman Service (FOS).
The forum proved to be a critical platform for exchanging insights on the practical applications of AI in complaint resolution. Noteworthy discussions led by industry experts, including a compelling keynote by Lauren Long from the FOS, focused on the essential human element in complaint handling, advocating for a tailored approach to customer interactions that consider their emotional and situational contexts. We can’t wait to continue these enriching discussions at the next complaints forum!
The Forum was kindly chaired by our very own Amir Ali OBE (left), who sits on our Board of Directors.
A Year of Growth: Platform Usage & Client Expansion
2024 has been a year of incredible growth and progress for CourtCorrect, with significant strides towards expanding our usage base and the scope of our platform’s impact. We've welcomed a diverse array of new clients, enriching our collaborative network and underscoring our commitment to excellence in complaints management across various industries.
The year also brought an opportunity to forge a number of exciting new partnerships. In July, we were welcomed to join UK Finance, the leading trade body for UK financial services firms, as an Associate Member. This partnership has offered us a valuable platform to join the crucial discussion about safe and effective deployment of AI technologies in the financial sector, and we look forward to contributing further to this vital dialogue in the coming year. We also announced an official partnership with The First Word, a communications firm specialising in transforming corporate jargon into clear and engaging content. This collaboration combines their narrative skills with our platform’s AI capabilities, furthering our mission to revolutionise how businesses communicate with their customers.
We've also witnessed an exponential growth in usage, with a nearly 90x increase in cases processed with CourtCorrect since the start of the year. The intuitive and user-friendly nature of our platform has been mirrored in the overwhelmingly positive feedback across all features, with over 90% positive feedback from all users.
As we reflect on the year’s achievements, we remain on the lookout for further opportunities to drive innovation and deliver value. We are forever committed to advancing our technology and building client relationships, and aim to deliver solutions that not only meet but exceed the demands of an ever-changing landscape.
Platform feedback reflects overwhelmingly positive user sentiment overall.
Changes in the Complaints Resolution and AI Landscape in 2024
2024 has also been a year of profound regulatory and technological evolution, shaping the way complaints are handled and AI is integrated across industries. Key developments include:
• The PRA’s Updated APP Fraud Regulations
As of October 2024, Payment Service Providers (PSPs) became obligated to reimburse victims of Authorised Push Payment (APP) fraud, except in cases of gross negligence or first-party fraud. These new rules, including provisions for protecting vulnerable consumers, have introduced shared liability between sending and receiving banks, significantly increasing the complexity of fraud investigations. Complaints about APP scams have surged, with a 30% year-on-year increase in related cases reported by the FOS earlier last year.
• Rachel Reeves' Mansion House Speech and FOS Modernisation
Chancellor Rachel Reeves' Mansion House speech in November outlined ambitious reforms to modernise the FOS. These changes aim to address inefficiencies in handling large-scale "mass redress events" like the car finance mis-selling scandal, reduce complaint resolution times, and enhance coordination between the Financial Conduct Authority (FCA) and FOS. These measures are expected to lower operational strain and provide greater clarity for businesses and consumers alike.
• The FCA and FOS Call for Input
Building on these reforms, the FCA and FOS launched a joint Call for Input to improve redress mechanisms and prepare for future mass redress events. Among the proposed changes are reinstating a two-stage complaint handling process and expanding the Wider Implications Framework (WIF) to identify and address systemic issues more effectively.
We’re also excited to announce that we will be collaborating with our partners to submit a formal response to Call. If you’re interested in working with us and joining the discussion, you can let us know here.
• The EU AI Act
Formally adopted in May, the EU AI act sets a comprehensive regulatory framework for AI, categorising systems by risk and imposing strict obligations on "high-risk" applications. While our platform aligns fully with transparency and human oversight requirements, the Act underscores the growing need for AI providers to ensure compliance and maintain robust documentation. Its phased implementation, continuing in 2025, will prompt businesses to adopt safer and more accountable AI practices.
These are just some of the year’s developments that highlight a growing emphasis on consumer protection, regulatory clarity, and ethical AI deployment. As 2025 promises further changes, CourtCorrect remains committed to helping clients navigate the challenges and make the most of the opportunities ahead.
A Heartfelt Thanks to All
As we close another remarkable year, we extend our deepest gratitude to our partners, team members, and everyone who has supported the CourtCorrect vision. Your dedication and trust have been the cornerstone of our success, and continue to inspire us every day. We’re profoundly thankful for your contributions, and can’t wait to see what we will accomplish together in the coming year.
Here’s to continuing our journey of innovation, impact, and growth in 2025. Thank you for being a part of our story!
Wishing you a wonderful New Year,
The CourtCorrect Team
If you’re interested in learning more about our roadmap for 2025, or would like a demonstration of our platform, you can reach out to ludwigbull@courtcorrect.com or sign up for a demo here.