Family A · Serving customers
MeshFin Resolve
Complaints and disputes
Every complaint and transaction dispute recognised on any channel, the statutory clock started, the evidence assembled, the outcome decided by a person with reasons, and the systemic issues found that no single complaint reveals.
MeshFin Resolve (MF-04), the service for complaints and disputes, is one of the twenty-four MeshFin services, in the "Serving customers" family, which follows the BIAN Sales and Service business area. It covers the BIAN service domains Customer Case, Customer Case Management, Servicing Issue, Customer Event History and Fraud Resolution in whole or in part. Every complaint and transaction dispute recognised on any channel, the statutory clock started, the evidence assembled, the outcome decided by a person with reasons, and the systemic issues found that no single complaint reveals. It replaces complaints register, dispute spreadsheets, re-keying into the external dispute resolution portal and systemic issue reviews by hand. AI agents carry the work end to end; a named person takes every decision with legal or financial effect on a customer, the balance sheet or a regulatory obligation. It is core for a universal and retail bank, core for a mutual and community bank, core for a non-bank lender and fintech.
BIAN service domains this service covers
In the BIAN Sales and Service business area of the Service Landscape 14.0, in whole or in part. Lay this over your own BIAN map to see what MeshFin Resolve covers and what stays. BIAN has not reviewed or endorsed MeshFin.
- Customer Case
- Customer Case Management
- Servicing Issue
- Customer Event History
- Fraud Resolution
What it replaces
- Complaints register
- Dispute spreadsheets
- Re-keying into the external dispute resolution portal
- Systemic issue reviews by hand
What it reacts to
- Complaint received on any channel
- Transaction dispute lodged
- Statutory milestone reached
- External dispute body refers a matter
- Cluster of similar complaints detected
The agents that carry it
Intake agent
Recognises a complaint wherever it is made, tests it against the complaints definition, classifies it and starts the clock.
Investigation agent
Assembles the transactions, calls, correspondence, applicable terms and the law, and drafts the findings with every fact cited.
Remediation agent
Calculates remediation under the policy, drafts the response in plain language and tracks the external body's timetable.
Systemic-issue agent
Finds clusters of similar complaints across products and channels and nominates a systemic issue for review, with a measure.
Where a person decides
No decision with legal or financial effect on a customer, the balance sheet or a regulatory obligation is taken by an agent alone. In MeshFin Resolve, these decisions are held for a named person, with the agent's evidence and recommendation attached.
| Decision | Who decides | Why a person |
|---|---|---|
| Outcome and remediation on every complaint | Delegated complaints officer | Legal effect on a person and on the institution |
| Outcome of a disputed card transaction | Dispute officer | Scheme rules and money |
| Reporting a systemic issue to the regulator | Accountable executive | Statutory |
Records it writes
Complaint file · Findings with citations · Response and remediation · Systemic issue register entry
Before MeshFin: the baseline this service is measured against
Illustrative figures for a mid-sized institution on the systems the service replaces. Sample data, not a customer's. A live service reports what its agents are doing instead.
Complaints a year
48,000
recorded; more made and never logged
Closed within the standard
81%
today
Escalated externally
6%
of which half are upheld against the institution
Systemic issues found
by hindsight
usually by the regulator
Institutions: core for a universal and retail bank, core for a mutual and community bank, core for a non-bank lender and fintech. Universal and retail bank ● · Mutual and community bank ● · Non-bank lender and fintech ●.
Questions banks ask about MeshFin Resolve
- What does MeshFin Resolve do?
- MeshFin Resolve is the MeshFin service for complaints and disputes. Every complaint and transaction dispute recognised on any channel, the statutory clock started, the evidence assembled, the outcome decided by a person with reasons, and the systemic issues found that no single complaint reveals. It reacts to events such as complaint received on any channel, transaction dispute lodged and statutory milestone reached, and writes complaint file, findings with citations, response and remediation and systemic issue register entry as records.
- Which BIAN service domains does MeshFin Resolve cover?
- Customer Case, Customer Case Management, Servicing Issue, Customer Event History and Fraud Resolution, in the BIAN Sales and Service business area, in whole or in part. The mapping is to the published BIAN Service Landscape; BIAN has not reviewed or endorsed MeshFin.
- What systems does MeshFin Resolve replace?
- Complaints register, Dispute spreadsheets, Re-keying into the external dispute resolution portal and Systemic issue reviews by hand. Because the service runs on the MeshFin platform, the licence, integration and upgrade costs of those systems retire with them.
- What do the AI agents do in complaints and disputes?
- The intake agent recognises a complaint wherever it is made, tests it against the complaints definition, classifies it and starts the clock. The investigation agent assembles the transactions, calls, correspondence, applicable terms and the law, and drafts the findings with every fact cited. The remediation agent calculates remediation under the policy, drafts the response in plain language and tracks the external body's timetable. The systemic-issue agent finds clusters of similar complaints across products and channels and nominates a systemic issue for review, with a measure.
- Which decisions does a person still take?
- Agents never take a decision with legal or financial effect on a customer, the balance sheet or a regulatory obligation. In MeshFin Resolve, a person decides outcome and remediation on every complaint (delegated complaints officer), outcome of a disputed card transaction (dispute officer) and reporting a systemic issue to the regulator (accountable executive). The record shows who decided, why, on what evidence and under which delegation.