Unlimited and Themis have launched Complaints AI, a joint product for banks and other financial institutions that analyses, tracks and reports on customer complaints.
The system is already in use at multiple regulated financial institutions and is running in production for high-volume compliance work. The partners expect broader adoption across more banks and financial institutions through 2026.
Rising volumes
Banks face rising complaint volumes alongside tighter regulatory expectations for how issues are categorised, investigated and reported. Many institutions still rely on manual triage and inconsistent classification, which can slow trend detection and fragment reporting.
"Every major risk in banking announces itself through complaints first," said William Littlefield, Co-Founder and CEO of Unlimited. "The data has always been there, but the ability to spot and interpret those risks over large data sets wasn't. That's what Complaints AI is built to solve."
How it works
Complaints AI ingests complaint data from sources including case management systems, spreadsheets and support platforms. It processes complaint narratives using taxonomies aligned with regulatory requirements.
The product structures and categorises large volumes of complaints, aiming to make classification more consistent across channels and teams. As it processes cases, it flags potential regulatory concerns and analyses data for spikes and emerging themes.
Unlimited and Themis position the product as a way for compliance teams to move from reactive case handling to a more proactive view of risk, without adding headcount and while reducing operational workload.
The two companies built and deployed Complaints AI together. Unlimited provides the AI infrastructure, while Themis provides a regulatory technology platform used by banks and compliance teams.
Neepa Patel, CEO of Themis, said the partners focused on complaint management because it is resource-intensive and subject to high regulatory scrutiny.
"We partnered with Unlimited because we believe AI can play a meaningful role in helping banks elevate compliance processes overall. Given our experience working both as compliance professionals and alongside banks, we've seen how resource-intensive these processes can be and the level of regulatory scrutiny they carry. Complaint management stood out as the perfect place to apply AI. Themis developed Complaints AI to help banks manage the growing volume and regulatory scrutiny around complaint data. By leveraging Unlimited's underlying AI capabilities, the platform analyzes complaint narratives, identifies trends, and surfaces potential issues quickly, helping teams strengthen oversight while making complaint management far more efficient." said Neepa Patel, CEO, Themis.
Customer use
The companies pointed to use at Hatch Bank. An executive has discussed using Complaints AI for complaint management and trend analysis, according to Unlimited and Themis.
"Credit disputes are where we earned the right to do this. Strict timelines, regulatory scrutiny, zero margin for error," said Littlefield. "Once you prove AI works under that kind of compliance pressure, the question quickly becomes 'where do we deploy it next?' Complaints were the obvious answer for both institutions and consumers."
Dispute roots
The underlying infrastructure for Complaints AI comes from work in credit dispute resolution, which operates under strict regulatory timelines and can face sudden volume spikes. Unlimited said its platform automates steps in dispute handling including ingestion, classification, response preparation, exception routing and audit logging, in a workflow it describes as traceable and aligned with regulatory requirements.
Unlimited reported early deployment results in credit dispute resolution, including a 96% reduction in average handling time per dispute and a 94% reduction in labour cost per dispute. It also cited reductions in manual workload and stronger audit readiness during peak volumes.
Complaints AI extends that approach into complaint management, where institutions often need to demonstrate effective oversight and consistent reporting across product lines and channels. That can require organisations to standardise how narratives are tagged, how trends are detected, and how escalations are handled when potential regulatory concerns emerge.
Unlimited said it builds audit-ready AI infrastructure for financial services and works with asset managers, banks and lenders. Themis positions its product as a governance, risk and compliance platform that structures compliance frameworks, workflows and reporting for banks and financial institutions.
Next, the partners plan to expand deployments across regional and national financial institutions through 2026 and extend the approach to other compliance workflows that still rely heavily on manual processes.