Set-up, Complaint Types

You can access the set-up screen for complaint categories either via the “Set-up” button on the Main Menu, or via the “Signpost” button of the Complaints screen. This set-up procedure allows you to pre-define a list of categories to use for your complaints, for reports, etc.

To set-up or edit complaint categories, starting from the “Setup Complaints Categories” pop-up, as shown above…

• To ADD a new category, type the description in the “Category” dropdown (e.g. “Breach of contract”), then click “Add”
• To DELETE an existing category, select it from the “Category” dropdown, then click “Delete”
• To CHANGE an existing category, type over the current description, then click “Change” at the bottom right, as shown below.
• Click “Close” when done

SUGGESTED CATEGORYS

Breach of contract

Delays

Dispute over sums/amount payable

Failure to carry out instructions

Misleading advert/product info

Other

Other admin

Overcharging/incorrect charges

Poor customer service

Switching/churning

Unsuitable or misleading advice

Deleting And Changing Active Categories

You cannot delete a category that is currently in use. On the other hand, you can change a category that is currently in use, in which case all the complaints with that category will also be updated.