{"id":36388,"date":"2021-12-03T09:50:58","date_gmt":"2021-12-03T09:50:58","guid":{"rendered":"https:\/\/support.ospreyapproach.com\/?post_type=pracctice_workflow&p=36388"},"modified":"2024-08-05T16:16:01","modified_gmt":"2024-08-05T15:16:01","slug":"complaint-handling","status":"publish","type":"pracctice_workflow","link":"https:\/\/ospreyapproach2022.wireddemo.co.uk\/support\/focused-workflows\/complaint-handling\/","title":{"rendered":"Complaint Handling"},"content":{"rendered":"\n

Designed to be used as its own \u201cmatter\u201d. 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.<\/p>\n\n\n\nTask 1<\/span> Record of Complaint<\/span><\/span>\n\n

<\/i><\/div>

Display a message to the user<\/strong><\/p>

Please Telephone the Complainant and discuss their complaint<\/p><\/div><\/div><\/div><\/div>\n\n

<\/i><\/div>

Allocate a Custom Questionnaire<\/strong><\/p>

Complaint Discussed by phone<\/p><\/div><\/div><\/div><\/div>\n\n\n

\"\"<\/figure>\n\n\n
<\/i><\/div>

Send Standard Document<\/strong><\/p>

Will only run if complaint has been discussed by telephone
\r\n
\r\n
\r\n
\r\n<\/p>

Telephone Attendance Note<\/strong><\/p>

<\/i> Show preview<\/a>   <\/i> Open in new tab<\/a><\/p><\/div><\/div><\/div><\/div><\/div>\n\n

<\/i><\/div>

Set Dossier Field<\/strong><\/p>

C_COMP_CL – Complaint Closed = Open<\/p><\/div><\/div><\/div><\/div>\n\n

<\/i><\/div>

Allocate a Custom Questionnaire<\/strong><\/p>

Matter Details<\/p><\/div><\/div><\/div><\/div>\n\n\n

\"\"<\/figure>\n\n\n
<\/i><\/div>

Allocate a Custom Questionnaire<\/strong><\/p>

Complaint Details<\/p><\/div><\/div><\/div><\/div>\n\n\n

\"\"<\/figure>\n\n\n
<\/i><\/div>

Allocate a Custom Questionnaire<\/strong><\/p>

Complaint Details<\/p><\/div><\/div><\/div><\/div>\n\n\n

\"\"<\/figure>\n\n\n
<\/i><\/div>

Send Standard Document<\/strong><\/p>

Acknowledgement of Complaint<\/strong><\/p>

<\/i> Show preview<\/a>   <\/i> Open in new tab<\/a><\/p><\/div><\/div><\/div><\/div><\/div>\n\n

<\/i><\/div>

Send Standard Document<\/strong><\/p>

Complaints Handling Policy<\/strong><\/p>

<\/i> Show preview<\/a>   <\/i> Open in new tab<\/a><\/p><\/div><\/div><\/div><\/div><\/div>\n\n

<\/i><\/div>

Set Dossier Field<\/strong><\/p>

C_COMP_STAGE – Complaint Stage = Complaint Received and Acknowledged<\/p><\/div><\/div><\/div><\/div>\n\n

<\/i><\/div>

Add A Dossier Date<\/strong><\/p>

C_D_COMP_ACK – Date of Complaint Acknowledgement = Today<\/p><\/div><\/div><\/div><\/div>\n\n

\r\n <\/i>\r\n <\/i>\r\n<\/span>\r\n\r\n <\/i>\r\n <\/i>\r\n<\/span><\/div>

Add a keydate linked to dossier field<\/strong><\/p>

COMP_RESPD – “Deadline to Provide Initial Response to Complaint” 21 days after Date of Complaint Acknowledgement<\/p><\/div><\/div><\/div><\/div>\n\n

<\/i><\/div>

Allocate a Custom Questionnaire<\/strong><\/p>

COMP_INV – “Investigation should be Nearing Completion” 14 days after Date of Complaint Acknowledgement<\/p><\/div><\/div><\/div><\/div>\n\n

<\/i><\/div>

Send Standard Document<\/strong><\/p>

Steps in Investigation of Complaint<\/strong><\/p>

<\/i> Show preview<\/a>   <\/i> Open in new tab<\/a><\/p><\/div><\/div><\/div><\/div><\/div>\n\n\nTask 2<\/span> Record Investigation Findings <\/span><\/span>\n\n

<\/i><\/div>

Add A Dossier Date<\/strong><\/p>

C_D_INV_COMP Date Investigation in to Complaint Complete = Today<\/p><\/div><\/div><\/div><\/div>\n\n

\r\n <\/i>\r\n <\/i>\r\n <\/i>\r\n<\/span><\/div>

Meet unmet keydates by type<\/strong><\/p>

COMP_INV<\/p><\/div><\/div><\/div><\/div>\n\n

<\/i><\/div>

Allocate a Custom Questionnaire<\/strong><\/p>

Investigation Findings<\/p><\/div><\/div><\/div><\/div>\n\n\n

\"\"<\/figure>\n\n\n
<\/i><\/div>

Send Standard Document<\/strong><\/p>

Complaint Investigation File Note<\/strong><\/p>

<\/i> Show preview<\/a>   <\/i> Open in new tab<\/a><\/p><\/div><\/div><\/div><\/div><\/div>\n\n

\r\n <\/i>\r\n <\/i>\r\n <\/i>\r\n<\/span><\/div>

Add an automatic keydate to matter<\/strong><\/p>

COMP_RESP – Provide Initial Response to Complainant = Today<\/p><\/div><\/div><\/div><\/div>\n\n

<\/i><\/div>

Set Dossier Field<\/strong><\/p>

C_COMP_STAGE Complaint Stage = Investigation Complete
\r\n<\/p><\/div><\/div><\/div><\/div>\n\n\nTask 3<\/span> Initial Response to Complainant<\/span><\/span>\n\n

<\/i><\/div>

Send Standard Document<\/strong><\/p>

Initial Response to Complainant<\/strong><\/p>

<\/i> Show preview<\/a>   <\/i> Open in new tab<\/a><\/p><\/div><\/div><\/div><\/div><\/div>\n\n

\r\n <\/i>\r\n <\/i>\r\n <\/i>\r\n<\/span><\/div>

Meet unmet keydates by type<\/strong><\/p>

COMP_RESP<\/p><\/div><\/div><\/div><\/div>\n\n

\r\n <\/i>\r\n <\/i>\r\n <\/i>\r\n<\/span><\/div>

Meet unmet keydates by type<\/strong><\/p>

COMP_RESPD<\/p><\/div><\/div><\/div><\/div>\n\n

\r\n <\/i>\r\n <\/i>\r\n <\/i>\r\n<\/span><\/div>

Add an automatic keydate to matter<\/strong><\/p>

COMP_CHASE Chase Complainant for response after 14 days<\/p><\/div><\/div><\/div><\/div>\n\n

<\/i><\/div>

Set Dossier Field<\/strong><\/p>

C_COMP_STAGE Complaint Stage = Initial Response to Complainant<\/p><\/div><\/div><\/div><\/div>\n\n

<\/i><\/div>

Add A Dossier Date<\/strong><\/p>

C_D_INIT_RESP – Date of initial Response to Complainant = Today<\/p><\/div><\/div><\/div><\/div>\n\n\nTask 4<\/span> Complainants Initial Response Recieved<\/span><\/span>\n\n

<\/i><\/div>

Add A Dossier Date<\/strong><\/p>

C_D_COMP_RESP – Date Complainants Response Received = Today<\/p><\/div><\/div><\/div><\/div>\n\n

<\/i><\/div>

Allocate a Custom Questionnaire<\/strong><\/p>

Complainants Initial Response<\/p><\/div><\/div><\/div><\/div>\n\n\n

\"\"<\/figure>\n\n\n
<\/i><\/div>

Send Standard Document<\/strong><\/p>

Will only run if complainant accepts the proposed remedy
\r\n<\/p>

Letter to Complainant Closing complain<\/strong><\/p>

<\/i> Show preview<\/a>   <\/i> Open in new tab<\/a><\/p><\/div><\/div><\/div><\/div><\/div>\n\n

<\/i><\/div>

Set Dossier Field<\/strong><\/p>

C_COMP_STAGE – Complaint Stage = Initial Remedy Accepted
\r\nWill only run if complainant accepts the proposed remedy<\/p><\/div><\/div><\/div><\/div>\n\n

<\/i><\/div>

Set Dossier Field<\/strong><\/p>

C_COMP_CL – Complaint Closed = Closed
\r\nWill only run if complainant accepts the proposed remedy<\/p><\/div><\/div><\/div><\/div>\n\n

<\/i><\/div>

Allocate a Custom Questionnaire<\/strong><\/p>

Proposed Remedy rejection
\r\nWill only run if complainant has not accepted the proposed remedy
\r\n<\/p><\/div><\/div><\/div><\/div>\n\n\n

\"\"<\/figure>\n\n\n
<\/i><\/div>

Send Standard Document<\/strong><\/p>

Will only run if complainant has not accepted the proposed remedy
\r\n
\r\n<\/p>

Second Response to Complainant<\/strong><\/p>

<\/i> Show preview<\/a>   <\/i> Open in new tab<\/a><\/p><\/div><\/div><\/div><\/div><\/div>\n\n

<\/i><\/div>

Set Dossier Field<\/strong><\/p>

C_COMP_STAGE – Complaint Stage = Complainant Response Received
\r\nWill only run if complainant has not accepted the proposed remedy<\/p><\/div><\/div><\/div><\/div>\n\n

\r\n <\/i>\r\n <\/i>\r\n <\/i>\r\n<\/span><\/div>

Meet unmet keydates by type<\/strong><\/p>

COMP_CHASE<\/p><\/div><\/div><\/div><\/div>\n\n

\r\n <\/i>\r\n <\/i>\r\n<\/span>\r\n\r\n <\/i>\r\n <\/i>\r\n<\/span><\/div>

Add a keydate linked to dossier field<\/strong><\/p>

COMP_RESPD \u2013 “Deadline to provide final Response to Complainant” – C_D_COMP_RESP Date Complainants Response Received + 14 Days
\r\nWill only run if complainant has not accepted the proposed remedy<\/p><\/div><\/div><\/div><\/div>\n\n

\r\n <\/i>\r\n <\/i>\r\n<\/span>\r\n\r\n <\/i>\r\n <\/i>\r\n<\/span><\/div>

Add a keydate linked to dossier field<\/strong><\/p>

COMP_INV \u2013 “Final Complaint Investigation Should be Nearing Completion” \u2013 C_D_COMP_RESP Date Complainants Response Received + 7 Days
\r\nWill only run if complainant has not accepted the proposed remedy<\/p><\/div><\/div><\/div><\/div>\n\n\nTask 5<\/span> Record Final Investigation Findings<\/span><\/span>\n\n

\r\n <\/i>\r\n <\/i>\r\n <\/i>\r\n<\/span><\/div>

Add an automatic keydate to matter<\/strong><\/p>

COMP_RESP – “Provide Final Response to Complainant” = Today
\r\nWill only run if complainant has not accepted the proposed remedy<\/p><\/div><\/div><\/div><\/div>\n\n

<\/i><\/div>

Allocate a Custom Questionnaire<\/strong><\/p>

Investigation Findings
\r\nWill only run if complainant has not accepted the proposed remedy<\/p><\/div><\/div><\/div><\/div>\n\n\n

\"\"<\/figure>\n\n\n
\r\n <\/i>\r\n <\/i>\r\n <\/i>\r\n<\/span><\/div>

Meet unmet keydates by type<\/strong><\/p>

COMP_INV
\r\nWill only run if complainant has not accepted the proposed remedy<\/p><\/div><\/div><\/div><\/div>\n\n

<\/i><\/div>

Send Standard Document<\/strong><\/p>

Will only run if complainant has not accepted the proposed remedy
\r\n
\r\n<\/p>

Final Complaint Investigation File Note<\/strong><\/p>

<\/i> Show preview<\/a>   <\/i> Open in new tab<\/a><\/p><\/div><\/div><\/div><\/div><\/div>\n\n

<\/i><\/div>

Set Dossier Field<\/strong><\/p>

C_COMP_STAGE – Complaint Stage = Final Investigation Complete
\r\nWill only run if complainant has not accepted the proposed remedy<\/p><\/div><\/div><\/div><\/div>\n\n\nTask 6<\/span> Final Response to Complainant<\/span><\/span>\n\n

<\/i><\/div>

Allocate a Custom Questionnaire<\/strong><\/p>

Add a Dossier Date for today if the remedy wasn’t accepted
\r\nWill only run if complainant has not accepted the proposed remedy<\/p><\/div><\/div><\/div><\/div>\n\n

\r\n <\/i>\r\n <\/i>\r\n <\/i>\r\n<\/span><\/div>

Meet unmet keydates by type<\/strong><\/p>

COMP_RESPD
\r\nWill only run if complainant has not accepted the proposed remedy<\/p><\/div><\/div><\/div><\/div>\n\n

\r\n <\/i>\r\n <\/i>\r\n <\/i>\r\n<\/span><\/div>

Meet unmet keydates by type<\/strong><\/p>

COMP_RESP
\r\nWill only run if complainant has not accepted the proposed remedy<\/p><\/div><\/div><\/div><\/div>\n\n

<\/i><\/div>

Send Standard Document<\/strong><\/p>

Will only run if complainant has not accepted the proposed remedy
\r\n
\r\n<\/p>

Final Response to Complainant<\/strong><\/p>

<\/i> Show preview<\/a>   <\/i> Open in new tab<\/a><\/p><\/div><\/div><\/div><\/div><\/div>\n\n

\r\n <\/i>\r\n <\/i>\r\n <\/i>\r\n<\/span><\/div>

Add an automatic keydate to matter<\/strong><\/p>

COMP_CHASE \u2013 Chase Complainant for response + 14 days
\r\nWill only run if complainant has not accepted the proposed remedy<\/p><\/div><\/div><\/div><\/div>\n\n\nTask 7<\/span> Complainants Response to Final Remedy Proposal Received <\/span><\/span>\n\n

<\/i><\/div>

Add A Dossier Date<\/strong><\/p>

C_D_COMP_RESP2 Date Response to Final Remedy Proposal Received= Today<\/p><\/div><\/div><\/div><\/div>\n\n

<\/i><\/div>

Allocate a Custom Questionnaire<\/strong><\/p>

Complainants Final Response <\/p><\/div><\/div><\/div><\/div>\n\n\n

\"\"<\/figure>\n\n\n
<\/i><\/div>

Send Standard Document<\/strong><\/p>

Will only run if complainant has accepted the proposed final remedy
\r\n<\/p>

Final Letter to Complainant Closing Complaint<\/strong><\/p>

<\/i> Show preview<\/a>   <\/i> Open in new tab<\/a><\/p><\/div><\/div><\/div><\/div><\/div>\n\n

<\/i><\/div>

Set Dossier Field<\/strong><\/p>

C_COMP_STAGE – Complaint Stage = Final Remedy has been accepted
\r\nWill only run if complainant has accepted the proposed final remedy<\/p><\/div><\/div><\/div><\/div>\n\n

<\/i><\/div>

Allocate a Custom Questionnaire<\/strong><\/p>

Final Remedy Rejection
\r\nWill only run if complainant has not accepted the proposed final remedy<\/p><\/div><\/div><\/div><\/div>\n\n\n

\"\"<\/figure>\n\n\n
<\/i><\/div>

Send Standard Document<\/strong><\/p>

Will only run if complainant has not accepted the proposed final remedy
\r\n
\r\n<\/p>

Final Letter to Complainant<\/strong><\/p>

<\/i> Show preview<\/a>   <\/i> Open in new tab<\/a><\/p><\/div><\/div><\/div><\/div><\/div>\n\n

<\/i><\/div>

Set Dossier Field<\/strong><\/p>

C_COMP_STAGE – Complaint Stage = Complainant Final Response has been received
\r\nWill only run if complainant has not accepted the proposed final remedy<\/p><\/div><\/div><\/div><\/div>\n\n

\r\n <\/i>\r\n <\/i>\r\n <\/i>\r\n<\/span><\/div>

Meet unmet keydates by type<\/strong><\/p>

COMP_CHASE<\/p><\/div><\/div><\/div><\/div>\n\n

<\/i><\/div>

Set Dossier Field<\/strong><\/p>

C_COMP_CL Complaint Closed = Closed<\/p><\/div><\/div><\/div><\/div>","protected":false},"excerpt":{"rendered":"

Designed to be used as its own \u201cmatter\u201d. 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 […]<\/p>\n","protected":false},"featured_media":0,"template":"","tags":[],"pracctice_practice_area":[117],"class_list":["post-36388","pracctice_workflow","type-pracctice_workflow","status-publish","hentry","pracctice_practice_area-compliance"],"acf":[],"yoast_head":"\nComplaint Handling - Osprey Approach Customer Support & Training | Osprey Academy<\/title>\n<meta name=\"description\" content=\"This guide will take you through the contents of our Complaint Handling workflow\" \/>\n<meta name=\"robots\" content=\"noindex, follow\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaint Handling - Osprey Approach Customer Support & Training | Osprey Academy\" \/>\n<meta property=\"og:description\" content=\"This guide will take you through the contents of our Complaint Handling workflow\" \/>\n<meta property=\"og:url\" content=\"https:\/\/ospreyapproach2022.wireddemo.co.uk\/support\/focused-workflows\/complaint-handling\/\" \/>\n<meta property=\"og:site_name\" content=\"Osprey Approach Customer Support & Training | Osprey Academy\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/OspreyApproachUK\/\" \/>\n<meta property=\"article:modified_time\" content=\"2024-08-05T15:16:01+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/support.ospreyapproach.com\/content\/uploads\/sites\/2\/2023\/08\/image-34.png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@OspreyApproach\" \/>\n<meta name=\"twitter:label1\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/ospreyapproach2022.wireddemo.co.uk\/support\/focused-workflows\/complaint-handling\/\",\"url\":\"https:\/\/ospreyapproach2022.wireddemo.co.uk\/support\/focused-workflows\/complaint-handling\/\",\"name\":\"Complaint Handling - 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