Complaints, disputes & ADR

We turn complexity into structure.

From complex complaints and disputes to explainable decisions in minutes, not hours.

Meet R'Chie. say "Archie"

Your AI-powered resolution agent

1 Information What you have

Spreadsheets, call recordings, screenshots, emails, account records. As they come. No prep.

  • Drag it in
  • Connect by API
2 Structure What you get

Facts, evidence and decision in one structured case.

  1. NewCase dropped in. R'Chie gets to work.
  2. ChecksInformation checked, evidence tested.
  3. FactsParties identified, every fact dated and sourced.
  4. DecisionRules applied, working shown, within your limits.
  5. Put rightStays on the case until the remedy has landed.
Two ways to run it

Fewer complaints waiting.
Faster resolutions. Fewer escalations.

Managed by you

Your team runs each case. R'Chie does the legwork.

R'Chie assesses Your team resolves
Outsourced to ResDesk

We manage the case, including customer contact and Ombudsman engagement.

R'Chie assesses ResDesk resolves
3 R'Chie Who you work with

One agent. Four roles.

The entire resolution journey. Talk or type. Every decision explained, every conclusion open to challenge. Patient with people. Hard on the facts.

  • Investigator

    Find the facts

    Reads every file as it comes, tests the evidence, and dates and sources every fact. Ask, and it explains its working.

  • Case manager

    Keep cases moving

    Runs each case from new to put right, advises what to do next and why, and stays on it until the remedy has landed.

  • Coach

    Build expertise

    Don't just add capacity. R'Chie coaches colleagues through the rules as they work, so they leave knowing the rule, not just the answer.

  • Mediator

    Reach a fair outcome

    Works with both sides, your team and your customer. Push back and it listens, then checks again.

  • Voice built inSpeak to R'Chie out loud, at any stage.
  • Your team and your customerOne agent for both sides of the complaint.
  • Help for vulnerable customersR'Chie can point them to the advocacy and support bodies there for them.
4 Insights What you learn

See what is driving your complaints.

Every case R'Chie works shows you root causes, volumes and costs. Fix this case. Prevent the next one.

Illustrative performance view. Demo figures.

Free 12 case trial

The Dirty Dozen.
Give us your hardest.

Bring your 12 most complex complaints or disputes, resolved or unresolved. Using the agreed rules, R'Chie extracts the facts, tests the evidence and gives an explainable decision or a clear next step. Our target: under 5 minutes a case, timed in front of you.

Don't take our word for it. Put us to the test. We run it live with your team, in person or online. Watch R'Chie work your cases, ask it to explain its reasoning, or push back and debate the outcome there and then.

12complex cases<5min per case<60min trial target

Your cases. Your rules. Your verdict.

  1. Bring your hardest 12

    Resolved or unresolved, anonymised and shared securely by agreement.

  2. Watch. Question. Debate.

    See the facts, evidence and proposed outcome take shape. Ask R'Chie to explain, or challenge its conclusions.

  3. You judge the results

    Compare resolved cases with their actual outcomes, and review the recommended next steps for open disputes.

Take the Dirty Dozen No cherry-picking. No integration. No obligation.
Commercial modelMore cases resolved. Lower cost per case. Every decision explainable.Measured on your cases
The business caseProve the value
on your cases.

Measured on your own operation, not on someone else's headline ROI.

Handling effortCost per caseEscalation rates
  • Reduce the backlog. Add capacity to your own team, or hand ResDesk a defined group of complaints.
  • Work the way you choose. Your team runs each case with R'Chie doing the legwork, or ResDesk runs it for you, customer contact and Ombudsman engagement included.
  • Decisions you can account for. Agreed sector rules, your authority limits, and the working shown on every case.
  • Prevent repeat complaints. Every outcome feeds root cause, so the same complaint stops coming back.
SectorsThe rules change by sector. The problem doesn't.Expert-led rulebooks
The right rules for your sector

Sector expertise, built into every decision.

R'Chie works from a rulebook for your sector: current legislation, regulation, industry codes and the terms that apply. Written with sector experts. Never generic AI guesswork.

01Legislation & regulation
02Codes & industry rules
03Terms & conditions

Expert-reviewed and signed off before use

Proven inEnergyCommunications

Same platform forLegal servicesFinancial services

Security & dataAgree how data is handled before you begin.

Case files carry sensitive information. Before any case is shared, we sit down with your information security and data protection teams and agree how it is handled.

Start with anonymised cases

For the Dirty Dozen, we agree a secure way to share cases with personal details removed.

Agree the requirements

Before live work, we agree data access, storage, use, retention and the data processing terms.

About usBuilt by people who know what this takes.

Our team brings together experience in running dispute resolution schemes at scale, building customer-facing technology and supporting people through complex disputes.

  • Customer-facing appsProducts the public uses every day.
  • Award-winning ADRDispute resolution schemes run at scale.
  • Trusted where it countsVerification technology relied on by major banks, insurers and law enforcement.
  • Vulnerability and wellbeingSupport needs and safeguarding handled properly.

Book a demo.

See R'Chie work a case in 30 minutes, or put it to the test with your Dirty Dozen.

R'ChieContact
Book a demo with R'Chie and one of the team.
What happens next
  1. We reply within one working day.
  2. We agree a time that suits you.
  3. R'Chie works a case live. You ask the questions.
Or reach us directly hello@resdesk.ai