Adding Research and Communication to a Complaint

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).

About this task

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 & Consumer Complaints Roles for more information.
Note: You can add or update research and communication to a complaint record even after the complaint is closed. See Adding Research and Communication to a Complaint and Updating Research or Communication for a Complaint
Figure 1. Video: Adding Research and Communication to a Complaint

Procedure

  1. Navigate to the complaint.
    The list of all open complaints
  2. Click Research/Communication.
    Research/Communication menu tab
  3. Click Add Research/Communication.
    Complaints reseach and communications menu
  4. 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.
  5. Click Add Research/Communication.
    Add the Research or communication to the Complaint