What is a complaint?
A complaint is a dissatisfaction or concern raised by individuals or groups affected by your organisations project or decisions. Unlike general feedback, complaints signal a perceived issue that stakeholders believe need to be addressed. An effective complaints process should be accessible, transparent, and fair, ensuring that every concern is acknowledged and managed with care.
Note: Complaints is a paid add-on module, please contact us if you're interested in purchasing the module.
Why is managing Complaints important?
Properly managed complaints build trust, reduce conflict and protect your reputation.
It shows stakeholders that their voices are valued and helps identify risks early. In many cases, it’s also a requirement under regulatory and international standards, reinforcing accountability and ethical practice.
What should I log when handling complaints?
Key details to log include who made the complaint (if known), the date, the issue raised, actions taken, communications sent, and the outcome. Tracking this information ensures transparency, helps resolve issues efficiently, and allows for trend analysis to improve future stakeholder engagement.
How do I log a Complaint?
From the left-hand navigation, click on the green plus icon
and then ComplaintAdd the required field details:
Subject - treat this like the title of your Complaint, it should be direct and to the point.
Date and Time - This will auto-populate to today's date
Confidentiality (if required) - Is this a sensitive record that needs to be locked down
Priority - Low, Medium or High, or customised options
Assigned to - Which User is responsible to manage this Complaint
Due Date - This should be populated with the date that the complaint should be resolved in
Message - The details of your Complaint, be as detailed a possible as our AI will auto-identify and themes or topics, and also analyse the sentiment!
Image above shows a populated Add New Complaint form
Click on +Add More to fill in additional information:
Tags - These are the issues or themes you need to track with your Complaint
Stakeholders - These are the Individuals or Organisations who were involved in the complaint
Interactions - These will be interactions that are related to the complaint, such as the initial response, and resolution
Tasks - Any follow-up or action items that are part of the complaints process
Projects - Share this interaction to all projects that it may be relevant to
Image above shows the Add more button and additional fields
Save & Continue to open the record and review
Image above shows a newly created Interaction record
Tag or Annotate the text and add Sentiment Scores
On the left sidebar you can add or edit:
Meeting Details - Date, Communication Methods, Confidentiality, Priorities
Manually assign sentiment score
Additional Notes
Assign an Interaction Manager
Share this across different projects
Upload Files
Using the top menu options you can:
Edit the message
View Activity History and add interactions and tasks
Manage relationships - add stakeholders and properties
Set up auto notifications
Well done! You have now successfully added a complaint to Simply Stakeholders!
To come shortly; How to successfully manage complaints from end-to-end
What are complaint notifications?
Complaints notifications are email notifications that get sent automatically when information is updated on the complaint.
Auto Notifications for complaints will be sent when:
The complaint is created and assigned to a User
The complaint is assigned to a new User
Interaction reports can be sent manually if you would like to notify people via email. This can be done by using the envelope in the top right-hand corner of the Interaction record.
The core plan does not include Complaints, if you are interested in managing Complaints, please reach out to Customer Success at [email protected]. Please note that Commitments is included as part of the Complaints module.