Additional steps to complete a Complaint case
Contents
Allocating the case
Once the case is created, you have the option to allocate the case to a complaint Hub Coordinator or a complaint drafter who will investigate the complaint. See how to allocate a case.
Acknowledge
If you would like to send an acknowledgement letter, see the acknowledge the request via letter section.
If you would like to send an acknowledgement email, see the acknowledge the request via email section.Clarification
If you require more information in order to deal with the complaint, see the request clarification via letter or request clarification via email sections.
Contributions
If you require help in completing the response to a complaint, refer to the how to request a contribution section.
Prepare a Response
Once the complaint has been investigated and contributions received, the response can be drafted, see the respond to a case section.
There are three steps to preparing a response:
- Select Standard Lines.
- Download the response template if required.
- Complete the response document and upload it to the case.
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Quality Assurance
Before the draft response is sent out, it can be checked and approved. To do this, request a quality assurance of the case.
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Send the response
If you would like to send the response to the complaint out via letter, see the send response out via letter section.
If you would like to send the response to the complaint out via email, see the send response out via email section.
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Complaint Outcome
Record the outcome of the Complaint. See the Complaint Outcome section.
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Close the case
Once the Complaint Outcome is complete, click on the Close Case button to complete the case.
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Case Search
Complaint cases can be searched for using the Search of Case ref or a more detailed search using Case Search. You can search for Complaints (which includes Complaint cases and Non-complaint cases), that are open and assigned to a specific team or person and then download the results to a spreadsheet that can be emailed to relevant people.
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Digest emails
If you don’t want to go into the Case Search screen to search for specific criteria about Complaints, then set up a Digest Email that will deliver the information to you at a scheduled time. You can see Team Statistics broken down into the different type of cases each team has, or use the Team Case List section to provide a list of the Complaints per team.