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Logging complaints

Log every complaint, however it reaches you. A complaint on record can be tracked to an end. One that lives in someone’s inbox cannot.

Do this

Section titled “Do this”

To log a complaint:

  1. Open Safety, then Complaints.
  2. Select Log a complaint.
  3. Under What did they say?, write what the person said.
  4. Under How did it reach you?, choose On a call, By email, From a regulator or Another way.
  5. Add Their phone number if you have it. It is kept only as a fingerprint, never as the number.
  6. Select Log the complaint.

To update one:

  1. Find the complaint and select Update.
  2. Under Where it stands, choose Open, Looking into it or Resolved.
  3. Write notes. A note is required when you choose Resolved: write How it was resolved.
  4. Select Save.

Use the Show filter to see one status at a time. A complaint linked to a call has a link to See the person’s journey.

Who can do it

Section titled “Who can do it”
  • Log: any staff role. Logging only adds a record.
  • Update: owner, admin, supervisor and compliance.

Logging and updating are both written to the audit trail. The Safety overview shows how many complaints are still open.

After you log one

Section titled “After you log one”

Work through these in order:

  1. Add the number to do-not-call if the person asked to stop. See do-not-call. Do this first, so no campaign calls them again.
  2. Review the recording and the transcript of the call. Open the person’s journey, then use reviewing a call if a quality review helps.
  3. Download an evidence pack for the journey. It holds the consent records, the safety checks, the transcript and the recordings in one file. See audit and evidence.
  4. Tell counsel if the complaint came from a regulator or names a law.
  5. Update the complaint and write how it was resolved.