Solutions
Turn customer interactions into success
Deliver better outcomes with Passback by seamlessly redirecting unserved borrowers to the right provider or Money Medic for support.
Every decline deserves a next step
Passback closes the loop for customers you can’t lend to. When an applicant falls outside your criteria, Comuno automatically routes them to a suitable partner or to our Money Medic signposting service.
This means fewer dead ends for borrowers, stronger Consumer Duty compliance, and better overall customer outcomes - all without adding complexity to your process.
- Instant redirects for declined or ineligible applicants
- Seamless integration with your existing journeys
- Configurable routing rules and fallback destinations
- Built-in tracking and reporting
- Supports full Consumer Duty compliance
Compliance meets compassion and conversion
For many borrowers, a decline can feel like a full stop. Passback turns it into an inflection point. It gives customers a dignified next step while helping providers demonstrate responsible conduct and positive customer outcomes under FCA Consumer Duty.
And because Passback is part of the Comuno ecosystem, you’re not losing that customer - you’re keeping them within a network of fair, regulated, community lenders.
Declines used to be a dead end. Now they’re a proof point for our commitment to fair lending.
- Community Partner
Declines used to be a dead end. Now they’re a proof point for our commitment to fair lending.
- Community Partner
Set up once, then it runs automatically
1
Define your rules
Set your routing rules once. We handle the heavy lifting from there.
2
Integrate
Switch it on in your hosted journey. No build, no overhead.
3
Monitor
Track the borrowers you’ve helped, and where outcomes are improving.
4
Report
Prove Consumer Duty compliance with built-in reporting.
More than compliance,
It’s scalable care.
Passback transforms the decline process from an operational burden into a brand advantage.
Protect your reputation
Show regulators and customers that you go beyond the minimum.
Recover lost opportunities
Keep customers in-network through responsible referrals.
Automate good outcomes
Eliminate manual processes and human error.
Built for trust, designed for simplicity
Passback integrates with your Hosted Journey or API using secure, consent-based data exchange. You stay in control of every data point and every decision path.
With Comuno’s cloud infrastructure, every interaction is logged, encrypted, and auditable.
- Zero maintenance setup
- Full audit trail and consent tracking
- Configurable logic for routing and partner selection
- Works seamlessly with existing CRM systems
Helping community lenders stay compliant and customer centric
Passback helped us demonstrate positive outcomes for every applicant, even those we couldn’t serve directly.
Passback helped us demonstrate positive outcomes for every applicant, even those we couldn’t serve directly.
