Complaints triage
Context
Complaints arrive through several channels, in varying degrees of clarity, and with different obligations attached depending on who is complaining, about what, and under which procedure, contract or statutory scheme. Handling them well means recognising the category early, applying the correct procedure and timescale, routing the matter to the right person, and keeping an accurate record throughout. Where this is done by hand, processing time rises, responses become inconsistent, and the record is incomplete when it is later needed.
What is provided
A complaints triage and case-management system built to your organisation’s own documents: complaints procedure, code of conduct, charter or service standards, customer or member contracts, and the law and regulatory schemes applicable to you. Each incoming complaint is classified against those standards, assigned a procedure and response deadline, routed to the responsible handler, and tracked to resolution with a full audit trail. Related complaints are grouped. Management reporting is available at any point, filterable by every recorded attribute.
How it is built
Discovery: we review your governing documents and current handling process and produce a triage specification setting out categories, tests, routes and timescales. Build: the system is configured on the Xelvio casework architecture and developed where necessary, with encrypted storage for personal and special category data, role-based access and retention rules. Launch: handler training and a written data sheet. Support thereafter is optional.
Origins
The service is based on complaints and reporting systems Xelvio has built for a community safety organisation and an education-sector institution. Case studies are under Build.
Terms
Fixed set-up fee, quoted after a short scoping call, covering discovery, build and launch. Optional monthly support and hosting. [Insert “from £X”.]
Typical clients
Membership and professional bodies; charities and community organisations; education providers; housing and service providers with formal complaints schemes; regulated firms subject to complaints-handling rules.