Complaints e-Book

complaint via the Related Actions page prior to closure. See Sending a Complaint for Referral for more information. If the agency you wish to refer the complaint to does not have any complaints users in SES or is a federal agency, you must communicate the referral outside of the system.

4. Click Close Complaint .

Note: Once a complaint is closed, you cannot reopen it or send any further information requests. However, you can append notes to a closed complaint for your agency.

Appending Notes to a Closed Complaint You may find that you need to add notes to a closed complaint. For example, a consumer may reach back out with new information about a complaint. You can also reopen a closed complaint. See Reopening a Complaint for more information.

1. Navigate to your closed complaint. 2. Click Details .

3. Click Append Note .

4. Enter your note. 5. Click Save Note .

Adding Research and Communication to a Closed Complaint You can add or update research and communication to a closed complaint. See Managing Research and Communication for a Complaint for more information.

Updated: 4/7/2022