Solution · Financial services

Regulated procedures followed to the letter, deadline by deadline

Complaints have statutory clocks. KYC has document rules per customer type. Payment exceptions have write-off limits. Your procedures state all of it; your team applies it from memory. Ovenbird applies the written procedure to each case and counts the deadlines.

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Reads the documents you already have. Writes to no customer. One afternoon to set up.

Complaint C-2210 · Service deskReceived 3 days ago

Customer disputes a fee charged after account closure

First complaint on this account. Fee is under the auto-refund threshold. Closure request confirmed in writing on 2 Oct.

Asks firstFirst complaint on the account?Fee under the auto-refund limit?

NextAcknowledge in writing today (day 3 of 5) and refund the fee under the auto-refund rule; record root-cause code F2.

The final response is due by day 56; the case stays open until it is sent.

📘 Complaints procedure · compliance-approved

“Complaints are acknowledged in writing within five business days. Fees charged after a confirmed closure are refunded without investigation when below the threshold.”

Sounds familiar?

Deadlines counted by handAcknowledgement and final-response windows missed and found at audit.
Procedures written for the regulator, not the handlerForty pages; the handler needs one paragraph now.
Evidence of adherence is reconstructedWho followed which version, when, assembled after the fact.

The procedures you already have

Customer due diligence and KYCWhich documents, which checks, when enhanced due diligence applies, what to record. The branch the policy defines, applied to this customer.
Complaints handlingAcknowledgement deadlines, who investigates, when the ombudsman letter is due. The regulatory clock, visible on the case.
Claims and payment exceptionsThresholds, approvers, evidence, the four-eyes rule where the policy requires it.
Change and incident managementThe controls a change must pass; what an incident report must contain.

What changes

KYC and due diligenceTodayAnalysts apply the policy from memory and reviewers send cases back.With OvenbirdWhich documents, which checks, when enhanced due diligence applies — the policy paragraph quoted, every step evidenced on the case.
ComplaintsTodayRegulatory clocks are tracked in spreadsheets.With OvenbirdDay 12 of 15, the letter the procedure requires and what it must contain, as the next step on the case. It doesn't write the letter.
Payment exceptions and claimsTodayThresholds and four-eyes rules are applied inconsistently.With OvenbirdThe approver the policy names for this amount, and the evidence the file needs before payment.
Change and incident managementTodayControls are checked at audit.With OvenbirdThe controls a change must pass, in order, recorded as they pass.
Across all fourEvery answer cites the document version it followed; training records show who held which version when; corrections flow to the policy owner as proposals — the evidence trail audit asks for, produced by doing the work.

How it works

1
Point it at the documents you have
Confluence, Google Docs, Notion or a web page. No rewriting; Ovenbird reads the live version and shows which one it followed.
2
People ask on the work in front of them
In Slack, on the web or from the record: the one next step, the fact it depends on asked first, the paragraph quoted.
3
Corrections and training come from the same page
Every "this is wrong" becomes a proposed edit. Every procedure becomes a short course with refreshers and records.

Built for

Head of OperationsAdherence you can show, not assert.
ComplianceEvery answer cites the procedure version it followed; training records per person.
Team leadsHandlers ask the procedure before they ask you.

What a pilot measures

Deadline breachesRegulatory clocks missed.
Findings in auditSteps not evidenced.
Rework after reviewCases returned by the second line.

Agreed before the pilot. Reported after 90 days, before and after.

Questions buyers ask

Is customer data sent to the model?

The case context needed for the step is processed per request and not used for training. Workspaces are isolated; details in the DPA.

Can it apply different rules per product or customer type?

If the procedure branches by them, yes. It asks which applies before giving the step.

Who approves a procedure change?

Nobody but you. Corrections arrive as proposed edits; the owner applies them and the version is recorded.

Works with Jira · Confluence · Slack · Google Docs. Processes stay where they are; Ovenbird reads them live and shows which version it followed.

See it on one of your own documents

Paste a link to a procedure. The next step and the course exist the same minute.