Hatch Bank is tapping fintech Themis’ Complaints AI Tool to streamline complaint management. 

When it comes to complaint management, “I couldn’t think of a better example of where AI could be a force multiplier,” San Marcos, Calif.-based Hatch Bank President Amanda Swoverland told FinAi News. Swoverland became president Jan. 5. Prior to Hatch she held roles as a chief compliance officer and worked as an examiner at the Federal Reserve Bank in Minneapolis, among other roles.

Financial institutions receive complaints at scale. For example, in 2025 alone, the Office of the Comptroller of the Currency’s Customer Assistance Group received 38,519 consumer complaints, according to consumer complaint data as of Dec. 31, 2025. 

Reviewing complaints can reveal trends or existing issues to be addressed, but it takes time and resources, creating an opportunity for AI to step in, Swoverland said. 

“The human eye cannot possibly go through every call log or chat,” she said. 

Themis’ Complaints AI Tool, launched in January, uses generative AI to help financial institutions manage and identify trends within complaint data, according to the governance, risk and compliance company. The tool can: 

• Detect trends; 

• Generate executive and regulator ready reports; 

• Detect Unfair, Deceptive, or Abusive Acts or Practices (UDAAP) issues; and 

• Categorize complaints in seconds. 

Launching the tool

The complaint tool is trained in-house at Themis, led by Eric Friedman, head of strategy and compliance at the fintech. Before Themis, Friedman held compliance management roles at Citizens Financial Group, Robinhood, Column and Lead.  

Addressing complaint management is something all financial institutions are solving for, Friedman told FinAi News.  

“Regulators love to use complaints to see where there’s problems within an organization, but the organization should also be using those complaints to see where there’s potential issues or gaps within their processes.”  

Prior to launch, the Complaint AI tool was piloted for three months with six clients, Neepa Patel, Themis’ founder and chief executive — and a former regulator — told FinAi News. 

Founded in 2020, the compliance fintech works with: 

• Piermont Bank; 

• Pacific West Bank; 

• Sunrise Banks; 

• FinWise Banks among other FIs, according to the company. 

Read More about Piermont Bank’s AI strategy here 

AI at Hatch

With AI implemented in the complaints management process, $150 million Hatch is also working through other areas of AI application, Swoverland said. 

The bank plans to expand use of Themis’ offerings, Patel said, noting an AI solution for marketing and regulatory change is coming next. 

The possibilities for AI are “really limitless,” Swoverland said. The key, she said, is good data and human-in-the-loop oversight. 

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