A complaint check is scheduled upon completion of the complaint investigation task, and acts as a final stage to ensure the client is happy with the resolution before marketing the complaint as closed.
Tip: Find out how to add a complaint.
To complete a complaint check, follow the steps below:
Locate the record in the Task List on the Complaints module homepage and click View.
Upon entering the record, click View on the task in the Task List.
There are a number of actions that you can document:
Send a Chase Letter: If you have not heard back from the complainant and need to document that a chaser letter has been sent. Selecting this option enables you to select the date the chaser latter has been sent and assign the check handler and next compliant check date.
Record Review Details: Select this option to document if a complaint review has been conducted, and whether this had been requested by the client. Document the review date, handler and findings.
Schedule a check: This option allows you to schedule a complaint check for a future date. For example, if you have been notified that the complainant is on holiday and a check needs to be scheduled for their return.
No Further Action: The complainant has accepted the resolution and you are ready to close the complaint.
Select the appropriate action, input the details required and click Save.
Tip: Repeat the actions above until no further checks are required.
Once No Further Action has been selected, click Save.
You can now close the complaint.