Complaints e-Book

Managing Research and Communication for a Complaint Introduction The Research and Communication page is used to capture all communications related to a complaint that took place outside of SES. It is also used to document work and research that was done (e.g., capturing original complaint information found on the CFPB portal). This area is optional when processing a complaint but is suggested as a best practice to use.

Note: Users with the Complaint Supervisor and Complaint Manager roles can add research and communication to a complaint. See SES Agency System Roles and Groups for more information.

You can add or update research and communication to a complaint record even after the complaint is closed.

Adding Research and Communication for a Complaint 1. Navigate to your complaint. 2. Click Research/Communication > Add Research/Communication .

3. Complete the research and communication form and upload any relevant documents.

Note: You can enter a description of communications (phone, mail, email, or in- person) for either the consumer or the subject.

4. Click Add Research/Communication .

Updating Research and Communication for a Complaint 1. Navigate to your complaint. 2. Click Research/Communication .

Updated: 4/7/2022