Fuzzy formal concept analysis based opinion mining for CRM in financial services.

•Presents a novel complaints analytics hybrid model based on fuzzy formal concept analysis and sentiment analysis.•Performs aspect- and concept-level sentiment analysis on complaints.•Solves two case-studies on two important domains viz. banking and insurance using real-life datasets.•Proposes a novel interactive visualization approach to explore complaints and their main constituents.•Partial evaluation by human annotators yielded 64.06% matching score in terms of the opinions determination of aspects.