What’s the problem?
The client's complaint process was agonisingly slow, leading to dissatisfaction from both complainants and respondents.
Outcomes of the complaints process were not consistent. There were no clear guidelines for how things should be decided on.
The process was prone to human error at multiple stages due to its manual nature.
Finally, there as a clear GDPR risk identified in the process. The client was aware they were unlikely to be compliant but didn't have the internal expertise to fix it.