Complaint Investigation Form Document Template

Internal document used to record the investigation process of a customer complaint.

Complaint Investigation Form

Purpose: This internal form is used to document the investigation and resolution process of a customer complaint. It helps ensure consistent handling and resolution of complaints, providing a structured approach for internal tracking and auditing purposes.

Customer Information

Customer Name: {customerName}
Contact Info: {contactInfo}
Customer ID: {customerId}
Date Complaint Received: {dateReceived}

Complaint Details

Complaint ID: {complaintId}
Received By: {receivedBy}
Channel (email, phone, etc.): {channel}
Complaint Summary:
{complaintSummary}

Investigation Process

Assigned Investigator: {investigatorName}
Start Date of Investigation: {investigationStartDate}
End Date of Investigation: {investigationEndDate}

Steps Taken During Investigation:

{#investigationSteps}

{stepDescription}

{/investigationSteps}

Related Departments Involved

{#departments}

{departmentName}

{/departments}

Findings

Summary of Investigation Findings:
{investigationFindings}

Resolution

Resolution Provided:
{resolutionProvided}
Date of Resolution: {resolutionDate}
Was Customer Notified?: {customerNotified}
Notified By: {notifiedBy}

Follow-up Actions

{#followupActions}

{actionType}: {actionDetails} (Responsible: {responsiblePerson}, Due: {dueDate})

{/followupActions}

Supporting Documents

{#attachments}

{documentName} - {fileReference}

{/attachments}

Investigation Team

Name	Role	Department
{#teamMembers}{name}	{role}	{department}{/teamMembers}

Approval

Reviewed By: {reviewedBy}
Approval Date: {approvalDate}
Comments: {comments}

End of Complaint Investigation Form

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