Use cases

Check every complaint letter before it goes out

Prismlet checks every draft final response against the complaint as it was logged, and flags a letter that leaves a point unanswered before it goes out. QA can read the flagged letters instead of a random few pulled after the fact.

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Today

  • Handlers write final responses from a template plus free text, and QA reads a sample after the letter has already gone out.
  • A letter that answers three of the customer's points and skips the fourth reads fine to the person who wrote it. The gap turns up later, when the customer comes back or takes the complaint further.
  • The referral right, the time limit and what a no-error finding must tell the customer each sit in a different part of the letter, and someone has to check each one by hand.
  • Every complaint has its own list of points to answer, with no checklist built into the template.

What changes

  • Every draft is checked against the complaint as it was logged, and a letter that leaves a point unanswered is flagged for the handler before it is sent.
  • The elements your rules require are checked on every letter, not sampled after it is sent.
  • Each answer says how sure it is, so the unsure letters can go to QA alongside the clear misses.

Try it on this example

Example · A partly upheld final response that skips the taxi costs

The complaint as logged, point by point: Complaint CMP-240917-0412, received 2 September by phone. Customer: Mr Jamie Hale. 1. His debit card was blocked for four days while he was on holiday in Lisbon, with no text or call to warn him. 2. On 28 August he was told by phone that the block would be lifted within an hour. It was not. 3. He wants a refund of £62 in taxi fares he paid in cash because he could not use his card. 4. He was on hold for 50 minutes on 28 August before anyone answered.

Draft response letter

Harbourside Bank Customer Care, PO Box 4410, Leeds LS1 9ZZ 11 September 2026 Mr J Hale 18 Fernhill Road Harrogate HG1 2PD Our reference: CMP-240917-0412 Dear Mr Hale, Your complaint about your debit card Thank you for speaking to us on 2 September. I'm sorry your holiday was disrupted, and I have now finished looking into your complaint. What happened On 26 August our fraud checks saw two card payments a few minutes apart, in a country where you had not used your card before and for unusual amounts. When this happens we place a temporary block on the card and send a text asking the customer to confirm the payments. That text went to the mobile number we hold for you, ending 402, which you have since told us you no longer use. Because we did not receive a reply, the block stayed in place until you called us on 29 August and passed security. Our decision on the block The block was placed to protect your account from payments you had not made, and we sent the warning to the number we held. I have not upheld this part of your complaint. Please update your mobile number in the app so that these messages reach you in future. Your call on 28 August I have listened to your call on 28 August. You were told the block would be lifted within the hour. That was wrong: the adviser could not remove the block until you had passed our security checks, and should have told you so. You were also on hold for 50 minutes before your call was answered. I have upheld this part of your complaint and shared the call with the team involved. To apologise for the wrong information and the time you lost, I have paid £50 into your current account today. This means I have partly upheld your complaint. If you are unhappy with our response If you are not happy with our response, you can refer your complaint to the Financial Ombudsman Service, free of charge. You must do so within six months of the date of this letter. You can find out more at www.financial-ombudsman.org.uk or by calling 0800 023 4567. I have enclosed the ombudsman's leaflet, which explains how it works. Yours sincerely, Rachel Moore Customer Care Manager Harbourside Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.
  1. What kind of complaint letter is this draft?Final response99%
  2. What outcome does the letter give the customer?Partly upheld100%
  3. Does the letter leave any point in the complaint summary unanswered?Yes93%
  4. Does the letter give reasons for its outcome that are specific to this complaint?Yes96%
  5. What does the letter say the firm will pay or do to put things right?Specific redress100%
  6. Does the letter tell the customer they can refer the complaint to the ombudsman named in the context, with its website address?Yes98%
  7. Does the letter give the time limit for referring to the ombudsman that the context sets?Yes98%
  8. Does the letter say whether the firm consents to the ombudsman considering a complaint referred late?No78%
  9. Does the letter say the ombudsman's explanatory leaflet is enclosed or linked?Yes99%
  10. Does the letter point the customer to an ombudsman, regulator or scheme other than the one the context names?No93%
  11. How easy is the letter for the customer to follow?Some jargon69%

These are real answers stored from one run on this example.

Example · An ATM dispute denied, fees refunded on a release, the branch visit never answered

The complaint as logged, point by point: Complaint CV-2026-08817, received August 24 by phone. Customer: Grant Ellis. Checking account ending 5521. 1. Two ATM withdrawals of $300 each on August 18, at an ATM on Sibley Street, were not made by him. His card was in his wallet at home. 2. The two withdrawals overdrew his account, and he was charged two overdraft fees of $35 each. He wants the $600 and the $70 in fees back. 3. When he went to the Maple Avenue branch on August 19 to report it, the banker told him to call the phone line and would not take the report.

Draft response letter

Cedar Valley Bank Customer Advocacy Office PO Box 7730, Fargo, ND 58106 September 8, 2026 Mr. Grant Ellis 412 Prairie View Drive West Fargo, ND 58078 Re: Complaint CV-2026-08817, checking account ending 5521 Dear Mr. Ellis, Thank you for contacting us on August 24 about two ATM withdrawals on your checking account. I'm sorry for the worry this has caused, and I have now completed our review. The ATM withdrawals You told us that two withdrawals of $300 each on August 18, at our ATM on Sibley Street, were not made by you. Under Regulation E we investigated your claim of an unauthorized electronic fund transfer. Our records show that both withdrawals were made with your chip debit card and the correct PIN, on the first attempt, at 9:12 p.m. and 9:14 p.m. Your card was not reported lost or stolen before or after the withdrawals, and the card you used for a purchase at Red River Grocery on August 19 was the same card. Based on this, we have determined that no error occurred, and we are not able to reimburse the $600. The overdraft fees Both overdraft fees of $35 were charged after you told us about the withdrawals. Our practice is to hold overdraft fees caused by transactions that are under review, and that did not happen here, so I agree with this part of your complaint and have refunded both fees, a total of $70. In full and final settlement of this matter, and by accepting this credit, you agree to release Cedar Valley Bank from any further claims relating to these transactions. The credit will appear in your account within two business days. This means we have partly resolved your complaint in your favor. If you are not satisfied with our response, you may submit a complaint to the Consumer Financial Protection Bureau at www.consumerfinance.gov/complaint. If you have any questions about this letter, please call me directly at 701-555-0147, Monday to Friday, 8 a.m. to 5 p.m. Central. Sincerely, Alicia Ramos Customer Advocacy Specialist Cedar Valley Bank Cedar Valley Bank, Member FDIC. Equal Housing Lender.
  1. What kind of complaint letter is this draft?Final response100%
  2. What outcome does the letter give the customer?Partly in the customer's favor100%
  3. Does the letter leave any point in the complaint summary unanswered?Yes90%
  4. Does the letter give reasons for its outcome that are specific to this complaint?Yes95%
  5. What does the letter say the bank will pay or do to put things right?Specific redress100%
  6. Where the letter finds that an error the customer asserted did not occur, does it tell the customer they can request the documents the bank relied on?Right to documents missing100%
  7. Does the letter tell the customer they can take the complaint to the body named in the context, with its website address?Yes99%
  8. Does the letter make a payment or credit depend on the customer releasing claims, withdrawing a complaint or keeping the matter confidential?Yes96%
  9. Does the letter give the customer a named contact and a direct phone number for questions about this complaint?Yes98%
  10. How easy is the letter for the customer to follow?Some jargon95%

These are real answers stored from one run on this example.

Test it on your own data

The quickest way to decide is a file run on your own records. A file run in the app answers up to 10,000 rows and gives you the file back with the answers added.

This is for the first prism, Check complaint response letters before they go out (UK). Each prism lists its own fields in "The prisms behind it" below.

What to send
A CSV or TSV file with column names in the first row, or a JSON array of objects, one item per row. You pick the column for each thing the prism reads: The complaint as logged, point by point; Draft response letter. A row's fields together take up to about 100,000 characters.
What comes back
The same rows with the prism's columns added: letter_type, letter_type_probability, outcome, outcome_probability, points_unanswered, points_unanswered_probability, reasons_given, reasons_given_probability, redress, redress_probability, referral_right, referral_right_probability, referral_time_limit, referral_time_limit_probability, time_limit_consent, time_limit_consent_probability, leaflet, leaflet_probability, wrong_body_named, wrong_body_named_probability, plain_language, plain_language_average. Each answer says how sure it is, so the unsure rows are easy to find and give to a person.
Against your team's answers
Add columns with the answers your team gave, and the app reports how often Prismlet agreed, question by question and at each cutoff, split by a column such as language or site, with every miss listed. Your team's answers stay in your browser.

How it reaches your team

Works today

  • Call the API from your own system when a draft letter is ready, before it is sent
  • Run a file of up to 10,000 letters in the app, one letter per row, up to about 100,000 characters a row

Built with you

  • We work with your team to check each draft inside the complaints tool your handlers already use, before they click send
  • We work with you to write the answers onto the case record, so the file shows what was checked if the complaint is escalated later

The prisms behind it

Check complaint response letters before they go out (UK)11 questions

Fields

  • The complaint as logged, point by point
  • Draft response letter

Context

Rule set: UK, FCA Handbook DISP 1.5 and 1.6. The firm is a UK retail bank. The ombudsman is the Financial Ombudsman Service, www.financial-ombudsman.org.uk. A final response is the firm's last word on the complaint. It must: - accept the complaint and offer redress or remedial action, or offer redress without accepting it, or reject it, and give the reasons; - enclose a copy of the ombudsman's standard explanatory leaflet; - tell the customer that if they are still dissatisfied they may refer the complaint to the Financial Ombudsman Service, and give its website address; - tell the customer they must refer within six months of the date of the final response; - say whether or not the firm consents to the ombudsman considering the complaint if it is referred outside the time limits. A holding response is sent when the firm cannot give its final answer in time (eight weeks, or 15 business days for payment services). It must explain why, say when the firm expects to answer, tell the customer they may now refer the complaint to the ombudsman, and enclose the leaflet. A summary resolution communication confirms a complaint resolved by the close of the third business day after it was received. It must say that if the customer later becomes dissatisfied they may be able to refer the complaint to the ombudsman, and give the website address. Our letter standards: - Answer every point in the complaint summary with a finding or an action. - State the outcome in one of our words: upheld, partly upheld or not upheld. - Give reasons that refer to what happened to this customer, not only to our procedures. - Say exactly what we will pay or do, and when. - Plain words. No internal system names, team codes or rule numbers. Our required sentences: - Referral: "If you are not happy with our response, you can refer your complaint to the Financial Ombudsman Service, free of charge. You must do so within six months of the date of this letter." - Consent, one of: "We consent to the ombudsman considering your complaint if you refer it after six months." or "We do not consent to the ombudsman considering your complaint if you refer it after six months."

Questions

  1. What kind of complaint letter is this draft? Choice

    Use the letter types described in the context. Judge from what the letter does, not from its heading.

    • Final response Gives the firm's final position on the complaint: accepts it, rejects it or offers redress.
    • Holding response Says the firm cannot give its final answer yet, explains why, and says when it expects to.
    • Summary resolution Confirms a complaint that was put right soon after it was made and that the customer accepted.
    • Acknowledgement or update Confirms the complaint was received, or gives progress, and is none of the three letters above.

  2. What outcome does the letter give the customer? Choice

    Read the letter as the customer would. Pick the outcome a customer would take from it.

    • Upheld The firm accepts the complaint in full.
    • Partly upheld The firm accepts some points and rejects others.
    • Not upheld The firm rejects the complaint.
    • Outcome unclear The letter reads as a final answer, but a customer could not tell whether the complaint is accepted or rejected.
    • No outcome yet The letter says the firm has not reached an outcome.

  3. Does the letter leave any point in the complaint summary unanswered? Yes / No

    Take each point in the complaint summary in turn. A point is answered when the letter gives a finding on it or says what will be done about it. A general apology, or "we have reviewed your account", does not answer a point. Yes: At least one point in the summary gets no finding and no action in the letter. No: Every point in the summary gets a finding or an action.

  4. Does the letter give reasons for its outcome that are specific to this complaint? Yes / No

    Our standard: reasons refer to what happened to this customer, not only to our procedures. Yes: The letter explains why it reached its outcome, with reference to the facts of this complaint. No: The letter states an outcome with no reasons, or only generic lines such as "in line with our procedures", or gives no outcome.

  5. What does the letter say the firm will pay or do to put things right? Choice

    Judge only what the letter itself says, not whether the amount is right.

    • Specific redress Says what will be paid, refunded, corrected or done, and when or how.
    • Vague redress Says things will be put right without saying what, how much or when.
    • Apology only Apologises but offers no payment and no action.
    • No redress Offers no apology, payment or action.

  6. Does the letter tell the customer they can refer the complaint to the ombudsman named in the context, with its website address? Yes / No

    Answer for the letter as written, whatever its type. Yes: The letter says the customer can refer the complaint to the ombudsman the context names, and gives its website address. No: The referral right or the website address is missing, or a different body is named.

  7. Does the letter give the time limit for referring to the ombudsman that the context sets? Yes / No

    Answer for the letter as written, whatever its type. Yes: The letter states the time limit the context gives, in any clear words. No: No time limit is given, or a different one is.

  8. Does the letter say whether the firm consents to the ombudsman considering a complaint referred late? Yes / No

    Answer for the letter as written, whatever its type. Yes: The letter says the firm does, or does not, consent to the ombudsman considering the complaint if it is referred outside the time limit. No: The letter says nothing about consent to a late referral.

  9. Does the letter say the ombudsman's explanatory leaflet is enclosed or linked? Yes / No

    Answer for the letter as written, whatever its type. Yes: The letter says the ombudsman's leaflet is enclosed, attached or linked. No: The leaflet is not mentioned.

  10. Does the letter point the customer to an ombudsman, regulator or scheme other than the one the context names? Yes / No

    Count a body named as the place to take the complaint next. Do not count a body named for another reason, such as a regulator in the firm's legal footer. Yes: The letter tells the customer to take the complaint to a body other than the ombudsman in the context. No: The only body offered for the next step is the one in the context, or none is offered.

  11. How easy is the letter for the customer to follow? Scale

    Judge the letter as a customer with no banking knowledge would read it.

    • Clear Short sentences, terms explained, no internal names or codes.
    • Some jargon Mostly clear, with a few unexplained terms, internal names or long passages.
    • Hard to follow Legal or internal wording throughout, or a structure the customer could not follow.

Lens columns

letter_type, letter_type_probability, outcome, outcome_probability, points_unanswered, points_unanswered_probability, reasons_given, reasons_given_probability, redress, redress_probability, referral_right, referral_right_probability, referral_time_limit, referral_time_limit_probability, time_limit_consent, time_limit_consent_probability, leaflet, leaflet_probability, wrong_body_named, wrong_body_named_probability, plain_language, plain_language_average

This prism on its own page
Check complaint response letters before they go out (US)10 questions

Fields

  • The complaint as logged, point by point
  • Draft response letter

Context

Rule set: United States. The firm is a US retail bank. No single federal rule sets what a complaint response letter must say, so our complaint management policy sets the letter standards below. Where the complaint asserts an error on an account, the error resolution rules below apply as well. Letter types: - Final response: the bank's decision on the complaint, with its reasons. - Holding letter: says the bank needs more time, explains why and says when it expects to answer. - Acknowledgement: confirms the complaint was received, or gives progress, with no decision. Error resolution rules, when the bank finds that the error the customer asserted did not occur, in whole or in part: - Electronic transfers, including debit card and ATM transactions (Regulation E, 12 CFR 1005.11(d)): the letter gives a written explanation of the findings and notes the customer's right to request the documents the bank relied on. - Credit card billing errors (Regulation Z, 12 CFR 1026.13(f)): the letter explains why the bank believes the error is incorrect, and the bank sends copies of documentary evidence if the customer asks. - Mortgage servicing errors (Regulation X, 12 CFR 1024.35(e)): the letter states the reasons, the right to request the documents relied on, how to request them, and contact information including a telephone number. Our letter standards: - Answer every point in the complaint summary with a finding or an action. - State the outcome plainly: resolved in the customer's favor, partly in their favor, or not in their favor. - Give reasons that refer to what happened to this customer, not only to our procedures. - Say exactly what we will pay or do, and when. - Give the customer a named contact and a direct phone number for questions about this complaint. - Never make a refund, credit or goodwill payment depend on the customer releasing claims, withdrawing a complaint to a regulator or keeping the matter confidential. Such wording needs Legal approval and never goes in a standard letter. - Plain words. No internal system names, team codes or rule numbers. Our required sentence in every final response: "If you are not satisfied with our response, you may submit a complaint to the Consumer Financial Protection Bureau at www.consumerfinance.gov/complaint."

Questions

  1. What kind of complaint letter is this draft? Choice

    Use the letter types described in the context. Judge from what the letter does, not from its heading.

    • Final response Gives the bank's decision on the complaint: finds for the customer, against them, or partly for them.
    • Holding letter Says the bank cannot give its decision yet, explains why, and says when it expects to.
    • Acknowledgement or update Confirms the complaint was received, or gives progress, and gives no decision and no date for one.

  2. What outcome does the letter give the customer? Choice

    Read the letter as the customer would. Pick the outcome a customer would take from it.

    • In the customer's favor The bank agrees with the complaint in full.
    • Partly in the customer's favor The bank agrees with some points and rejects others.
    • Not in the customer's favor The bank rejects the complaint, even if it offers a goodwill payment without agreeing.
    • Outcome unclear The letter reads as a decision, but a customer could not tell whether the complaint is accepted or rejected.
    • No outcome yet The letter says the bank has not reached a decision.

  3. Does the letter leave any point in the complaint summary unanswered? Yes / No

    Take each point in the complaint summary in turn. A point is answered when the letter gives a finding on it or says what will be done about it. A general apology, or "we have reviewed your account", does not answer a point. Yes: At least one point in the summary gets no finding and no action in the letter. No: Every point in the summary gets a finding or an action.

  4. Does the letter give reasons for its outcome that are specific to this complaint? Yes / No

    Our standard: reasons refer to what happened to this customer, not only to our procedures. Yes: The letter explains why it reached its outcome, with reference to the facts of this complaint. No: The letter states an outcome with no reasons, or only generic lines such as "in line with our procedures", or gives no outcome.

  5. What does the letter say the bank will pay or do to put things right? Choice

    Judge only what the letter itself says, not whether the amount is right.

    • Specific redress Says what will be paid, refunded, corrected or done, and when or how.
    • Vague redress Says things will be put right without saying what, how much or when.
    • Apology only Apologizes but offers no payment and no action.
    • No redress Offers no apology, payment or action.

  6. Where the letter finds that an error the customer asserted did not occur, does it tell the customer they can request the documents the bank relied on? Choice

    Use the error resolution rules in the context. An error finding covers an electronic transfer, a debit card or ATM transaction, a credit card bill or a mortgage account. Count a finding that no error occurred, or that a different error occurred, in whole or in part.

    • Right to documents stated The letter finds an asserted error did not occur, in whole or in part, and says the customer may ask for the documents or evidence the bank relied on.
    • Right to documents missing The letter finds an asserted error did not occur, in whole or in part, and does not say the customer may ask for those documents.
    • No finding against an error claim The complaint asserts no error on an account, or the letter finds every asserted error in the customer's favor, or gives no decision yet.

  7. Does the letter tell the customer they can take the complaint to the body named in the context, with its website address? Yes / No

    Answer for the letter as written, whatever its type. The context gives the required sentence; any clear wording with the same meaning counts. Yes: The letter says the customer may take the complaint to the body the context names, and gives its website address. No: The body or its website address is missing, or only a different body is named.

  8. Does the letter make a payment or credit depend on the customer releasing claims, withdrawing a complaint or keeping the matter confidential? Yes / No

    Our rule: no payment in a standard letter depends on the customer giving anything up. Count wording such as "in full and final settlement", "by accepting this credit you agree to release", "on condition that you withdraw your complaint" or "you agree to keep this confidential". Yes: The letter ties a payment or credit to a release, a withdrawal or confidentiality. No: Any payment or credit in the letter is unconditional, or the letter offers none.

  9. Does the letter give the customer a named contact and a direct phone number for questions about this complaint? Yes / No

    Our standard: every letter names a person the customer can reach about this complaint and gives a direct number or extension. A general customer service number alone does not count. Yes: The letter names a contact and gives a direct phone number or extension. No: The name or the direct number is missing.

  10. How easy is the letter for the customer to follow? Scale

    Judge the letter as a customer with no banking knowledge would read it.

    • Clear Short sentences, terms explained, no internal names or codes.
    • Some jargon Mostly clear, with a few unexplained terms, internal names or long passages.
    • Hard to follow Legal or internal wording throughout, or a structure the customer could not follow.

Lens columns

letter_type, letter_type_probability, outcome, outcome_probability, points_unanswered, points_unanswered_probability, reasons_given, reasons_given_probability, redress, redress_probability, documents_right, documents_right_probability, referral_right, referral_right_probability, release_condition, release_condition_probability, contact_named, contact_named_probability, plain_language, plain_language_average

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