Task 1 Record of Complaint

Display a message to the user

Please Telephone the Complainant and discuss their complaint

Allocate a Custom Questionnaire

Complaint Discussed by phone

Send Standard Letter

Will only run if complaint has been discussed by telephone

Telephone Attendance Note

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Set Dossier Field

C_COMP_CL – Complaint Closed = Open

Allocate a Custom Questionnaire

Matter Details

Allocate a Custom Questionnaire

Complaint Details

Allocate a Custom Questionnaire

Complaint Details

Send Standard Letter

Acknowledgement of Complaint

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Send Standard Letter

Complaints Handling Policy

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Set Dossier Field

C_COMP_STAGE – Complaint Stage = Complaint Received and Acknowledged

Add A Dossier Date

C_D_COMP_ACK – Date of Complaint Acknowledgement = Today

Add a keydate linked to dossier field

COMP_RESPD – “Deadline to Provide Initial Response to Complaint” 21 days after Date of Complaint Acknowledgement

Allocate a Custom Questionnaire

COMP_INV – “Investigation should be Nearing Completion” 14 days after Date of Complaint Acknowledgement

Send Standard Letter

Steps in Investigation a Complaint

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Task 2 Record Investigation Findings

Add A Dossier Date

C_D_INV_COMP Date Investigation in to Complaint Complete = Today

Meet unmet keydates by type

COMP_INV

Allocate a Custom Questionnaire

Investigation Findings

Send Standard Letter

Complaint Investigation File Note

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Add an automatic keydate to matter

COMP_RESP – Provide Initial Response to Complainant = Today

Set Dossier Field

C_COMP_STAGE Complaint Stage = Investigation Complete

Task 3 Initial Response to Complainant

Send Standard Letter

Initial Response to Complainant

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Meet unmet keydates by type

COMP_RESP

Meet unmet keydates by type

COMP_RESPD

Add an automatic keydate to matter

COMP_CHASE Chase Complainant for response after 14 days

Set Dossier Field

C_COMP_STAGE Complaint Stage = Initial Response to Complainant

Add A Dossier Date

C_D_INIT_RESP – Date of initial Response to Complainant = Today

Task 4 Complainants Initial Response Recieved

Add A Dossier Date

C_D_COMP_RESP – Date Complainants Response Received = Today

Allocate a Custom Questionnaire

Complainants Initial Response

Send Standard Letter

Letter to Complainant Closing complaint
Will only run if complainant accepts the proposed remedy

Letter to Complainant Closing complain

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Set Dossier Field

C_COMP_STAGE – Complaint Stage = Initial Remedy Accepted
Will only run if complainant accepts the proposed remedy

Set Dossier Field

C_COMP_CL – Complaint Closed = Closed
Will only run if complainant accepts the proposed remedy

Allocate a Custom Questionnaire

Proposed Remedy rejection
Will only run if complainant has not accepted the proposed remedy

Send Standard Letter

Second Response to Complainant
Will only run if complainant has not accepted the proposed remedy

Second Response to Complainant

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Set Dossier Field

C_COMP_STAGE – Complaint Stage = Complainant Response Received
Will only run if complainant has not accepted the proposed remedy

Meet unmet keydates by type

COMP_CHASE

Add a keydate linked to dossier field

COMP_RESPD – “Deadline to provide final Response to Complainant” – C_D_COMP_RESP Date Complainants Response Received + 14 Days
Will only run if complainant has not accepted the proposed remedy

Add a keydate linked to dossier field

COMP_INV – “Final Complaint Investigation Should be Nearing Completion” – C_D_COMP_RESP Date Complainants Response Received + 7 Days
Will only run if complainant has not accepted the proposed remedy

Task 5 Record Final Investigation Findings

Add an automatic keydate to matter

COMP_RESP – “Provide Final Response to Complainant” = Today
Will only run if complainant has not accepted the proposed remedy

Allocate a Custom Questionnaire

Investigation Findings
Will only run if complainant has not accepted the proposed remedy

Meet unmet keydates by type

COMP_INV
Will only run if complainant has not accepted the proposed remedy

Send Standard Letter

Will only run if complainant has not accepted the proposed remedy

Final Complaint Investigation File Note

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Set Dossier Field

C_COMP_STAGE – Complaint Stage = Final Investigation Complete
Will only run if complainant has not accepted the proposed remedy

Task 6 Final Response to Complainant

Allocate a Custom Questionnaire

Add a Dossier Date for today if the remedy wasn’t accepted
Will only run if complainant has not accepted the proposed remedy

Meet unmet keydates by type

COMP_RESPD
Will only run if complainant has not accepted the proposed remedy

Meet unmet keydates by type

COMP_RESP
Will only run if complainant has not accepted the proposed remedy

Send Standard Letter

Will only run if complainant has not accepted the proposed remedy

Final Response to Complainant

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Add an automatic keydate to matter

COMP_CHASE – Chase Complainant for response + 14 days
Will only run if complainant has not accepted the proposed remedy

Task 7 Complainants Response to Final Remedy Proposal Received

Add A Dossier Date

C_D_COMP_RESP2 Date Response to Final Remedy Proposal Received= Today

Allocate a Custom Questionnaire

Complainants Final Response

Send Standard Letter

Will only run if complainant has accepted the proposed final remedy

Final Letter to Complainant Closing Complaint

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Set Dossier Field

C_COMP_STAGE – Complaint Stage = Final Remedy has been accepted
Will only run if complainant has accepted the proposed final remedy

Allocate a Custom Questionnaire

Final Remedy Rejection
Will only run if complainant has not accepted the proposed final remedy

Send Standard Letter

Final Letter to Complainant
Will only run if complainant has not accepted the proposed final remedy

Final Letter to Complainant

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Set Dossier Field

C_COMP_STAGE – Complaint Stage = Complainant Final Response has been received
Will only run if complainant has not accepted the proposed final remedy

Meet unmet keydates by type

COMP_CHASE

Set Dossier Field

C_COMP_CL Complaint Closed = Closed

Document pack for this workflow

Telephone Attendance Note

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Acknowledgement of Complaint

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Complaints Handling Policy

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Steps in Investigation a Complaint

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Complaint Investigation File Note

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Initial Response to Complainant

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Letter to Complainant Closing complain

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Second Response to Complainant

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Final Complaint Investigation File Note

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Final Response to Complainant

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Final Letter to Complainant Closing Complaint

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Final Letter to Complainant

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