Complaint Handling
Updated May 13th, 2025
Designed to be used as its own “matter”. Manage the complaints process through Osprey. Record details of the complaint, the details of the investigation and respond to the complainant. Ensure you respond to the complainant within accepted timeframes with automatic key dates. Reporting suite allows COLP to keep track of open companies and report on complaints for a specific period to make PI and accreditation renewals easier.
Task 1 Record of ComplaintDisplay a message to the user
Please Telephone the Complainant and discuss their complaint
Allocate a Custom Questionnaire
Complaint Discussed by phone
Send Standard Document
Will only run if complaint has been discussed by telephonernrnrnrn
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 Document
Send Standard Document
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 – u0022Deadline to Provide Initial Response to Complaintu0022 21 days after Date of Complaint Acknowledgement
Allocate a Custom Questionnaire
COMP_INV – u0022Investigation should be Nearing Completionu0022 14 days after Date of Complaint Acknowledgement
Send Standard Document
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 Document
Add an automatic keydate to matter
COMP_RESP – Provide Initial Response to Complainant = Today
Set Dossier Field
C_COMP_STAGE Complaint Stage = Investigation Completern
Send Standard Document
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
Add A Dossier Date
C_D_COMP_RESP – Date Complainants Response Received = Today
Allocate a Custom Questionnaire
Complainants Initial Response
Send Standard Document
Will only run if complainant accepts the proposed remedyrn
Set Dossier Field
C_COMP_STAGE – Complaint Stage = Initial Remedy AcceptedrnWill only run if complainant accepts the proposed remedy
Set Dossier Field
C_COMP_CL – Complaint Closed = Closed rnWill only run if complainant accepts the proposed remedy
Allocate a Custom Questionnaire
Proposed Remedy rejectionrnWill only run if complainant has not accepted the proposed remedyrn
Send Standard Document
Will only run if complainant has not accepted the proposed remedyrnrn
Set Dossier Field
C_COMP_STAGE – Complaint Stage = Complainant Response ReceivedrnWill 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 – u0022Deadline to provide final Response to Complainantu0022 – C_D_COMP_RESP Date Complainants Response Received + 14 Days rnWill only run if complainant has not accepted the proposed remedy
Add a keydate linked to dossier field
COMP_INV – u0022Final Complaint Investigation Should be Nearing Completionu0022 – C_D_COMP_RESP Date Complainants Response Received + 7 Days rnWill only run if complainant has not accepted the proposed remedy
Add an automatic keydate to matter
COMP_RESP – u0022Provide Final Response to Complainantu0022 = Today rnWill only run if complainant has not accepted the proposed remedy
Allocate a Custom Questionnaire
Investigation Findings rnWill only run if complainant has not accepted the proposed remedy
Meet unmet keydates by type
COMP_INVrnWill only run if complainant has not accepted the proposed remedy
Send Standard Document
Will only run if complainant has not accepted the proposed remedyrnrn
Set Dossier Field
C_COMP_STAGE – Complaint Stage = Final Investigation Complete rnWill only run if complainant has not accepted the proposed remedy
Allocate a Custom Questionnaire
Add a Dossier Date for today if the remedy wasn’t acceptedrnWill only run if complainant has not accepted the proposed remedy
Meet unmet keydates by type
COMP_RESPDrnWill only run if complainant has not accepted the proposed remedy
Meet unmet keydates by type
COMP_RESPrnWill only run if complainant has not accepted the proposed remedy
Send Standard Document
Will only run if complainant has not accepted the proposed remedyrnrn
Add an automatic keydate to matter
COMP_CHASE – Chase Complainant for response + 14 days rnWill only run if complainant has not accepted the proposed remedy
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 Document
Will only run if complainant has accepted the proposed final remedyrn
Set Dossier Field
C_COMP_STAGE – Complaint Stage = Final Remedy has been acceptedrnWill only run if complainant has accepted the proposed final remedy
Allocate a Custom Questionnaire
Final Remedy RejectionrnWill only run if complainant has not accepted the proposed final remedy
Send Standard Document
Will only run if complainant has not accepted the proposed final remedyrnrn
Set Dossier Field
C_COMP_STAGE – Complaint Stage = Complainant Final Response has been receivedrnWill 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