Join the pilot

From transaction complaintsto faster resolutions.

Turvalty brings transaction records, customer complaints, system logs and previous cases into one AI-powered workspace. Investigators see what happened, the likely cause and the next action, while sensitive decisions stay under human control.

Join the pilotHow it works

For banks, fintechs and payment service providers.

Transaction complaints are hard to investigate and slow to resolve.

Digital banking has made payments easier. When a transaction fails or produces an unexpected outcome, resolving the complaint can be complicated.

What customers tell you

  • “My account was debited, but the recipient didn’t receive the money.”
  • “My transfer is still pending.”

To answer, staff search multiple systems by hand to piece together what happened.

One complaint, four steps.

  1. 01

    Bring together

    Transaction records, payment references, the complaint, system logs, reversal and dispute information, and previous cases, in one place.

  2. 02

    Analyse

    Turvalty analyses the available evidence and identifies likely root causes.

  3. 03

    Recommend

    It recommends corrective actions and the next step for the investigator.

  4. 04

    Coordinate

    It coordinates the resolution workflow and records every action taken.

Four outputs for every complaint.

Turvalty analyses the available evidence and produces the same four things on every case.

  1. Investigation summary

    What happened to the transaction, in plain language.

  2. Likely explanations

    The probable root causes, based on the evidence.

  3. Recommended next steps

    The corrective action to take, and who should take it.

  4. Record of actions

    Every step taken on the case, kept for review.

Six sources. One workspace.

Instead of searching multiple systems, your team works from one view of the evidence.

  • Transaction records
  • Payment references
  • Customer complaints
  • System logs
  • Reversals and disputes
  • Previous cases

Learn from every complaint.

Turvalty turns complaint data into operational intelligence. It uncovers recurring payment problems and helps detect operational issues across payment channels, so you can reduce avoidable problems at the source.

Each dot is one complaint, across two weeks.

Illustrative data. Row labels use complaint types from the brief.

Sensitive decisions stay with your people.

Turvalty analyses and recommends. Your investigators decide. Every action on a case is recorded.

  1. TurvaltyRecommends a next step
  2. Your investigatorReviews and decides
  3. Case recordEvery action is logged

Built to help financial institutions:

Banks, fintechs, payment service providers and other financial institutions.

  1. 01Resolve transaction complaints more efficiently.
  2. 02Reduce avoidable manual work.
  3. 03Improve customer communication.
  4. 04Turn complaint data into actionable operational intelligence.

Starting with complaints. Building toward the full picture.

  1. NowTransaction complaints and investigation support
  2. LaterAdvanced dispute management
  3. LaterCross-institution case coordination
  4. LaterOperational incident detection
  5. LaterPredictive insights into transaction-service failures

Subject to customer demand and authorised data access.

Questions

Does Turvalty make decisions on its own?

No. It recommends next steps. Sensitive decisions stay under human control.

What information does it use?

Transaction records, payment references, customer complaints, system logs, reversal and dispute information, and previous investigation cases, subject to authorised data access.

Who is it for?

Banks, fintechs, payment service providers and other financial institutions.

Join the Turvalty pilot.

We’re working with a small group of financial institutions on the first release.