Reviewing Information Request Responses for Complaints

Once a company responds to your information requests (IRs), agency complaint users can begin reviewing IR responses. Complaints supervisors and complaints managers can review an IR response from companies and decide if the response is sufficient or requires further detail.

About this task

Note: Users with the Complaint Supervisor and Complaint Manager roles can review information request responses for complaints. See SES Agency System Roles & Consumer Complaints Roles for more information.

If the IR response is satisfactory, you can mark it Quick Look Complete. This signals to others helping you work the complaint that you have looked at the response and it meets your needs.

In the case of an insufficient IR Response from a company, all users assigned a Consumer Complaints role with the Manage Complaints permission can return the response. This back-and-forth between you and the company can happen as many times as necessary until you have a response that is satisfactory.

See Managing Information Requests for Complaints for information on canceling or updating the due date of an IR.

Figure 1. Video: Reviewing Company Information Requests Responses

Procedure

  1. Navigate to the complaint.
    The list of all open complaints
  2. Click Information Requests.
    Information Requests button
    Note: IRs that have received a response are indicated by a green check in the Status column.
    A green checkmark indicates the IR has received a response
  3. Search for the desired IR response.
    Note: To search through the full list of IRs and response text, click Show Filters.
    Show Filters button
    IR Filters dialog
  4. Click the desired IR ID.
    The Information Reqest ID is a hyperlink, click to open.
  5. Choose Quick Look Complete or Send Back to Company.
    • Quick Look Complete: This signals to others helping you work the complaint that you have looked at the response and it meets your needs.
    • Send Back to Company: This back-and-forth between you and the company can happen as many times as necessary until you have a response that is satisfactory.
    Choose Quick Look Complete or Send Back to Company
  6. Optional: Click Quick Look Complete.
    Note: Click Remove Quick Look to revert the IR response to an unreviewed status.
    a complaints IR that has been marked "quick look complete" can be returned to an unreviewed status by clicking Remove Quick Look
    Other complaints users are informed that the IR response has been reviewed. The company is not notified about this selection.
  7. Optional: Click Send Back to Company.
    1. Provide a response explaining why the IR response is being sent back, uploading any necessary documents.
      In the New Response dialog box, indicate why the IR is being sent back to the company for additional response, upload any documents required, and click send back to company
    2. Click Send Back to Company.

What to do next

If a company’s response to an IR prompts you to think of more questions to ask, you can create and send more IRs to the company.