Audit advanced Works with: Any AI

Complaint Handling Process Audit

Table output Has example

Trace a complaint from receipt to resolution.

The Open buttons send the prompt text as currently shown below to that site only when you click. Fill in the placeholders first.

[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it.

Audit complaint handling. The written complaint procedure and three complaints from receipt to closure, with dates and outcomes: [COMPLAINT_FILES]. Regulatory or contractual expectations I know of: [EXPECTATIONS]. Customer feedback on the process: [FEEDBACK].

Check acknowledgement, investigation, independence of the reviewer, timelines, explanation of outcomes, appeal routes, records and learning. Look for complaints treated as ordinary tickets.

Return a flow table with Stage, Practice, Gap (red, amber, green) and Fix, a template for response letters, and a quarterly learning review. Complaint handling duties are [VERIFY] for [JURISDICTION].

Also check whether complaints are recorded separately, whether root causes are fixed, and whether outcomes are explained in plain language. Suggest a log with fields for date received, acknowledged, resolved and appealed.

Then write the improved complaint procedure and a quality review plan. Draft a one-page procedure with stages, owners and timescales: acknowledgement, investigation, decision, explanation, redress, appeal and learning. Provide response letter templates for upheld, partly upheld and not upheld complaints, with plain language, an apology where appropriate without admitting more than the facts show, and information about further routes. Create a case file checklist covering evidence, chronology, interview notes and decision reasoning. Define a sample audit of five closed complaints each quarter by a person not involved, scored for fairness, timeliness, clarity and learning. Add a trend report format and a link to process change. Include training for staff on receiving complaints calmly and recognising vulnerability. Regulatory duties and time limits are [VERIFY] for [JURISDICTION] and must be confirmed with a qualified adviser or the relevant regulator.

Do not draft binding wording. Offer questions, summaries and options, tag rules that vary by place [VERIFY] for [JURISDICTION], and remind me that a professional should review anything before I send or rely on it.

Close with a suggestion for who should review the fixes after they are made, and a checklist they can use to confirm the work was done properly.

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Replace each bracketed placeholder with your own details, then paste into Any AI or another assistant.

Process review (invented, 3 complaints)
Complaint 1: acknowledged in 1 day, resolved in 41 days; procedure says 28. Red (no interim update).
Complaint 2: reviewed by the same manager who handled the original issue. Amber (independence).
Complaint 3: outcome letter did not explain reasons or the next route. Amber.
Records: case notes missing a chronology in two cases.
Learning: no log of changes made from complaints.
Fixes: interim updates every 10 days, independent reviewer, letter templates for upheld, partly upheld and not upheld, quarterly audit of five closed complaints. Regulatory time limits [VERIFY].

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