Testudo
testudo · noun, feminine · a tortoise; the tortoise formation
When a complaint puts you under pressure, your team closes ranks: every step in order, every deadline covered, every action on the record.
Castrum Testudo is in early access. We’re rolling it out with a small group of lenders first — ask us about joining.
In battle
Under fire, the legion became a tortoise.
When soldiers had to advance under a hail of arrows and stones — up to an enemy wall, or through a narrow gate — they formed the testudo. The front rank held their shields in front of them. The ranks behind raised theirs overhead, each shield overlapping the next, until the whole unit moved under one continuous shell.
It was slow and deliberate, and it worked only if every soldier held his place. One shield out of line exposed everyone beneath it.
In your company
A deadline is running, a regulator may be watching, and every word may end up on the record. Castrum Testudo locks your process together: each complaint is logged, acknowledged, investigated and closed in order, with its deadlines calculated and every action kept in a timeline whose entries can't be changed once recorded.
How it works
Four steps. Every time.
- Querela
Log
Capture the complaint — who, what, which loan, which channel, and whether it came through the CFPB or a state regulator.
- Agnitio
Acknowledge
Acknowledgment and response due dates are calculated for you, and the case shows when either is coming due.
- Inquisitio
Investigate
Record findings, root cause and corrective action. High-risk complaints are flagged for escalation automatically.
- Clausura
Close
A case can't close without an outcome and a resolution summary. Any remediation paid is recorded against it.
Step by step
See what happens at each step.
A quick look at the screens your team actually uses.
Capture it the moment it lands.
Who complained, what about, which loan, which channel — and whether it came in through the CFPB or a state regulator.
What's inside
Castrum Testudo, piece by piece.
Calculated deadlines
Acknowledgment and response dates are worked out in business days, skipping weekends and federal holidays. Overrides require a written reason.
Append-only timeline
Every action on a case is added to a timeline. Entries can't be changed once recorded.
Automatic escalation
Complaints that touch litigation risk, fair lending, UDAAP or RESPA Section 8 are flagged for escalation.
Root cause and corrective action
Record why it happened and what changed, so patterns show up across cases instead of disappearing into them.
Remediation tracking
Track every refund or credit: amount, type, who approved it, and when it was paid.
Case numbers and reporting fields
Each complaint gets its own case number, with fields for regulatory channel, reporting period and whether it's reportable.
Deadlines are calculated for your team to confirm. They aren't legal advice. Reg X error-resolution timelines apply to mortgage servicers, and some situations carry shorter limits — which is why every deadline can be overridden with a reason.
The rest of the castrum.
Every product shares the same review queue, audit trail and records. See the platform.
Hold the line when a complaint comes in.
We'll walk through complaint management with your team's real use cases, and build a package around what you need.