For managers and professional teams
I help teams that handle cases, complaints or client work. I turn the spreadsheet and the pile of emails into one view you can act on: dashboards, deadline tracking, complaints reporting and small internal tools.
One person, start to finish · scoped around how your team already works
A dashboard of what is open, what is late and which numbers are moving.
Who owns each item, when it is due, and what happens when it gets stuck.
Look at what keeps happening, then fix the report, the process or the tool behind it.
What I set up
Each job is a written scope and a fixed price before I start. Complaints are what I know best, from handling financial complaints and escalations.
Quoted to scope
Find out where your complaint handling is weak, before a customer, a regulator or your board does.
I need: Up to 15 anonymised cases: the complaint, the investigation notes and the reply sent; Your complaints procedure, if you have one written down.
Limits: More than 15 cases, or more than one team or department, is quoted; A review of your cases, not a legal or regulatory opinion.
Typical timing: About 5 working days after I have the agreed inputs.
Quoted to scope
Turn a pile of complaint records into clear decisions for management and the board.
I need: Up to 150 complaint records as an anonymised export from your system, or a simple list; Your complaint categories and outcome labels; Who the audience is (board, committee, regulator-facing team).
Limits: Up to 150 records, one department, one reporting period; The dashboard covers the records you supply; connecting it live to your systems is quoted; Ongoing monthly or quarterly reporting is quoted separately.
Typical timing: About 10 working days after I have the agreed inputs.
Quoted to scope
Help your people handle complaints the same way, with confidence, every time.
I need: Your current procedure or a walkthrough of how a complaint really moves; Your logo and brand colours; The names of your escalation points.
Limits: One workflow and one department; further workflows are quoted; Built from your actual procedure, not a downloaded template; Printing and in-house training sessions beyond the walkthrough are not included.
Typical timing: About 7 working days after I have the agreed inputs.
Quoted to scope
Diagnose the problem, report it properly and give staff a better way of working, in one piece of work.
I need: Up to 15 anonymised cases for the Health Check; Up to 60 complaint records for the tracker and dashboard; Your procedure and brand basics.
Limits: Up to 60 records, one department and one workflow; Larger datasets, extra departments, ongoing reporting and integrations are quoted; The follow-up review is one session within 30 days of delivery.
Typical timing: About 15 working days after I have the agreed inputs.
Accountants, solicitors, brokers
Quoted to scope
A secure upload link and a reminder every few days by email or text until the ID, proof of address and signed letters are in, filed to your Google Drive or OneDrive.
Anyone who pays for enquiries
Quoted to scope
A web-form or Google enquiry gets a text or email reply in about a minute, with your Cal.com booking link, and you are told.
Agencies and consultancies
Quoted to scope
A short run of polite follow-ups on quotes you sent from Xero, PandaDoc or DocuSign, stopped the moment they reply.
Add-on to any system
Quoted to scope
After a job, every customer is asked for a Google review. Anyone with a problem can also reply to you privately, so you hear it first and can put it right.
Add-on to an agreed system
Quoted to scope
One email or WhatsApp message at 8am: money in, open proposals and new enquiries from the tools you already use.
No VAT is added. Larger or connected systems (several teams, a CRM or helpdesk) are quoted after a free scope call. Texting and app subscriptions are paid by you directly, and I tell you the figure first.
Sample reports
Fictional example for Northgate Advisory (fictional). The data is invented to show the format. It is not a client result.
Scores, findings and ranked actions from a review of 15 invented cases.
View the sample Health CheckA fictional dataset turned into a clear overview, root causes and actions.
View the sample board reportConcept demo · made-up data
Fictional department and synthetic data. These examples show the shape of the work, not client results or a live system.
01 / Department performance
Items received and completed each week
An agreed target and reliable source data are needed to interpret performance measures.
02 / Deadlines and workload
36open items
3overdue
7due within 2 days
6unassigned
| Work item | Owner | Due | Status | Next step |
|---|---|---|---|---|
| CX-204 | Amina | 19 Oct | Overdue | Agree response today |
| CX-216 | Priya | 19 Oct | Overdue | Escalate to team lead |
| CX-218 | Lewis | 19 Oct | Overdue | Escalate blocker |
| CX-221 | Unassigned | 20 Oct | Needs owner | Assign case lead |
| CX-229 | Priya | 21 Oct | Due soon | Request missing detail |
| CX-233 | Tom | 22 Oct | Due soon | Check draft reply |
Visibility supports earlier action; it cannot guarantee that an SLA will never be missed.
Complaints per month
Outcomes
What this tells you: No owner for follow-up is the biggest cause here (32 of 120, 27%). Average time to close is 15.5 working days against a 15-day target, and 49% ran over.
Root causes (what the records point to)
Change the filter: the figures, chart and root causes all recalculate from the 120 sample records.
Fictional example for Northgate Advisory (fictional). The data is invented to show the format. It is not a client result.
1 of 6 actions done
| Action | Owner | Due | Priority | Status |
|---|---|---|---|---|
| Name one case owner on every complaint, who keeps it to the end | Complaints lead | 16 Nov 2026 | High | |
| Rewrite the fee explanation sent at engagement | Head of client services | 30 Nov 2026 | High | |
| Add “next action” and date fields to the tracker | Operations manager | 9 Nov 2026 | Medium | |
| Brief handlers on investigation and reply standards (two short sessions) | Team managers | 4 Dec 2026 | Medium | |
| Report cases older than 10 working days at the weekly meeting | Complaints lead | 23 Nov 2026 | Medium | |
| Refresh the four complaint letter templates | Compliance officer | 18 Dec 2026 | Low |
Fictional example for Northgate Advisory (fictional). The data is invented to show the format. It is not a client result.
Fictional example for Northgate Advisory (fictional). The data is invented to show the format. It is not a client result.
Is the customer vulnerable, or is there a risk of harm?
This sample has four questions; yours are built from your own escalation points, thresholds and names.
Keep it simple
I can improve a spreadsheet or report you already have, make handoffs easier to follow, or build a small internal tool when your current software is not enough. I agree the scope and price with you before work starts.
For sensitive workflows, we agree suitable access, permissions, review, escalation, data handling and retention terms before records are shared. I do not provide legal or regulatory advice.
This is a summary, not legal advice. Nothing here promises fewer complaints, savings or any other outcome.
Work directly with me
Describe the problem in a few lines. No records are needed to ask.
Manazir Hussain. Studied Computer Science, five years in finance complaints. I build every job myself.
Professional engagements are quoted to scope. We agree what data is suitable and its handling and retention terms before you share records.