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Set-up, Complaint Stages

You can access the set-up screen for complaints either via the “Set-up” button on the Main Menu, or via the “Signpost” button of the Complaints screen. This set-up procedure allows you to pre-define a list of stages to use for progressing your complaints (from initial receipt to eventually being settled), and also for listing them accordingly.

Complaint, stages 1.jpg

To set-up or edit complaint stages, starting from the “Setup Complaints Stages” pop-up, as shown above…

Complaint, stages 2.jpg

“Completed” Complaint Stages

Whereas you may progress your complaints through a number of stages (see suggested examples below), at some point they will all come to an end (or ends, if you have more than one way of concluding them). All the stage descriptions that are for such “ends” to the process should be ticked as “Completed”. You will then be able to use the “Signpost” option in the Complaints program “to hide complaints at ‘completed’ stages”.

SUGGESTED STAGES

STATUS

COLOUR

Complaint received

Active

Red

Complaint details taken

Active

Red

Response given

Active

Red

Response refuted

Active

Red

Response accepted

Active

Red

Escalated response given

Active

Red

Escalated response refuted

Active

Red

Escalated response accepted

Active

Red

Arbitration offered

Active

Red

Arbitration due

Active

Red

Complaint settled

Completed

Blue

Deleting And Changing Active Stages

You cannot delete a stage that is currently in use. On the other hand, you can change a stage that is currently in use, in which case all the complaints at that stage will also be updated.

Use of Colours

Although you’ll be able to sort your complaints by date, client, stage, complaint handler and details, you may find it additionally helpful if the displayed scrolling list uses different colours for stage groupings. For example, you might choose to display all settled complaints in blue with all active ones in red.