Complaints

Complaints is where you record and track complaints about your firm's professional service. This tour covers the page.

1:00 video·Captions and transcript·1 written guide

01Overview

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Chapters

Complaints is where you record and track complaints about your firm's professional service, from acknowledgement to resolution.

1
Open Complaints
Go to Compliance › Complaints.
2
Check who can see it
Read the Visible to chip beside the breadcrumb.
3
Record the complaint
When a complaint about your service arrives by any channel, select Record a complaint at the top right.
4
Track it to resolution
Acknowledge, review, answer and resolve each complaint on this page. Use the Settings button beside it to adjust options.

Each frame comes from the walkthrough, with the part being explained outlined. Select a frame to play from that moment.

02Find it
The header breadcrumb places it under Compliance, then Complaints.
03Visibility chip
Beside the breadcrumb, a chip reads Visible to: Demo Owner. Demo Owner is the fictional demo account owner.
04What it covers
The page title reads Complaints. The description says the list covers Northgate Demo Immigration's professional service. That firm is fictional.
05Software issues
Problems with the Casevoya software don't belong here. They go to Casevoya support instead.
06Record one
When a complaint about the firm's service arrives through any channel, use Record a complaint at the top right. Each one is then acknowledged, reviewed, answered and resolved here.
07Settings
The Settings button sits right beside Record a complaint in the header.
08Recap
In short: open it under Compliance, check the Visible to chip, read what it covers, send software issues to support, and record each complaint at the top right. Next: Privacy requests.