When there is no match, a person resolves it in seconds

Anything the rules cannot prove goes to a person, never onto a claim on a guess. Handling it takes seconds, then the automation takes over again.

  1. 1The right queue

    • UnlinkedNo claim backed by evidence
    • UncategorisedLinked, but no category matched
    • Pending ReviewClient emails to check

  2. 2One screen

    • Link to client and claim
    • Choose the category
    • Assign to a colleague

  3. 3Same workflow

    Runs exactly as an automatic match. The person who resolved it is recorded on the item.

Same wording keeps turning up? Add it as a phrase and reprocess the rest in bulk. How →

Resolving an item by hand

LINKED TOMr A Sample - 200456
PCP · Acc ...0123 · Claim 500123
Categorise
LENDERMOTOR FINANCE
Customer Resolutions
PO Box 0000
City AB1 2CD

9 September 2026

Your reference: 200456/PCP-500123
Customer: Mr A Sample
Agreement number: 000000123

Update on our investigation into your complaint

Finish with this item Marking it done moves it to the claim's history. It will no longer appear in Incoming Correspondence. Handled - Mark as done
Act on claim #500123Mr A Sample
Schedule action... New document from library...
DetailsTo DoHistory
ClientMr A Sample ↗
Claim500123 · PCP ↗
LenderLender Partner Finance
Agreement no2/04/000000123
StatusLOC FIR Received and Returned
CategorisedBy hand, A Colleague
Link the item, choose the category or schedule the next action from one screen. The person who handled it is recorded. Details in this image are for illustrative purposes only.

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