Complaint Management
CM-01Log every complaint in one central register
How Leela would run itContinuous · each complaint, logged within 1 business day of receipt
Walked through · exampleThe requirement
Every expression of dissatisfaction, from any channel and any source, is recorded in a single complaint register within one business day, with the intake channel, source, severity, investigator, and every later step written against the same record.
- Applies
- Tell Leela about your company to see whether this applies.
- Status
- Setup needed
Tell Leela how you handle it today, or hand it over: see what’s next.
What Leela would do · example run
- LeelaPulls the complaint from your support desk or mailboxAs it arrives · example complaint
- LeelaCreates the register recordUnique id, date received, channel, source category
- LeelaAdds the complainant, customer, subject and initial severityEvery later step is written against the same record
- Compliance OfficerConfirms the severity at intakeThe owner decides; Leela sends it to them
- LeelaLogged within 1 business day of receiptThe register record is kept as evidence
What Leela keepsThe evidence this obligation leaves, as the work happens
Ready for your bank or examinerContents
- 01Complaint registerStructured log or spreadsheet export with one row per complaint
- 02Intake forwarding recordTicket or email showing the hand-off to the Compliance Officer
Evidence pack
Complaint register
Complaint Management §4, §5 · example
2
of 2 records
An example run. The steps follow the obligation’s action and Leela’s note; the records are the obligation’s evidence in the policy library.