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complaints review
Initial Receipt of Complaint
Acknowledge receipt of the complaint to the complainant.
Record the date and time of receipt.
Gather all relevant information from the complainant.
Verify the identity of the complainant if necessary.
Preliminary Assessment
Categorize the complaint based on type and severity.
Determine if the complaint falls within the scope of review.
Identify any immediate actions required to address urgent issues.
Investigation Process
Assign a reviewer or investigation team to the complaint.
Collect evidence related to the complaint (documents, emails, witness statements).
Interview relevant parties involved in the complaint.
Document findings and maintain a clear record of the investigation process.
Resolution and Response
Analyze findings and determine appropriate action based on evidence.
Prepare a response to the complainant, summarizing the investigation and outcome.
Provide any corrective actions taken or proposed.
Follow-up and Feedback
Check in with the complainant to ensure satisfaction with the outcome.
Solicit feedback on the complaints process for potential improvements.
Record the resolution and any lessons learned for future reference.
Reporting and Documentation
Compile a report summarizing the complaint, investigation, and resolution.
Ensure all documentation is securely stored and easily retrievable.
Review trends in complaints for ongoing improvement efforts.
Continuous Improvement
Hold regular reviews of complaint handling processes.
Update training materials to address common issues found in complaints.
Share findings with relevant stakeholders to promote awareness and prevent future complaints.
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