Adding an Information Request to a Complaint

After entering a complaint, you have the option of creating an information request asking for the company to provide your agency with the documentation necessary to resolve the complaint.

About this task

Note: Users with the Complaint Supervisor and Complaint Manager roles can add information requests. See SES Agency System Roles & Consumer Complaints Roles for more information.
Figure 1. Video: Creating and Sending Complaint Information Requests


  1. Navigate to the complaint.
    The list of all open complaints
  2. Click Information Requests.
    Click information requests to view the IRs for this complaint
  3. Click Add Information Requests.
    Add Information Requests
  4. Complete the information request form and upload any relevant documents.
    Note: The documents uploaded at this stage of the information request process are expected to be downloaded by the company and used in relation to this specific information request (e.g., completion of a form).
  5. Select the desired Available Next Action.
    Choose from the available next actions after adding the IR to the complaint
    • Save IR and send later: Saves the IR and moves it to “Ready to Send” status and it can be sent using the steps in the Sending an Information Request to the Company section below.
    • Save IR and add another: Saves the IR and immediately opens another form for creating another IR.
    • Save IR and continue to sending: Only available to the Agency POC and Complaints Supervisors. Saves the IR and takes you to the Send Information Requests screen.
    • Send to company now: Only available to the Agency POC and Complaints Supervisors. Allows you to send the IR to the company immediately. Generates a form where you can add comments, documents, and a file sharing link. If the company is not yet in SES, you can initiate company enrollment from this screen, as well.