Complaint

Advice Stages: 

• • Complaint Received - Date that you received the complaint 

  • Acknowledged - Date that you confirmed receipt and action with the client. 

  • Reviewed - Date that the complaint has been investigated and all documents have been linked to the complaint file. 

  • Resolved - Date that the response has been provided to the system. 

Advice Documents: 

• • Written Complaint - A PDF of the complaint sent by the client, whether that is a written letter or an email

  • Acknowledgement - A PDF of your acknowledgement to the client, whether that is a written letter or an email

  • Response Letter - A PDF of your response letter to the client, whether that is a written letter or an email

  • Letter of Deadlock - If the Complaint Process reaches Deadlock, a copy of the Deadlock Letter. 

  • Supporting Doc 1 - Any relevant supporting information

  • Supporting Doc 2 - Any relevant supporting information

  • Supporting Doc 3 - Any relevant supporting information

  • Supporting Doc 4 - Any relevant supporting information

End Process Questions:

• Complete

  • Has the complaint been fully resolved?

    • If no, add details

For further guidance, Scott Duncan has put together some Complaint Instructions that may be helpful to review:

• • Complaint Instructions: Link