Astalty Logo

Feedback & Complaints Follow Up

Overview

The Feedback & Complaints follow-up process ensures that all feedback and complaints are acknowledged, investigated, and resolved appropriately. From within the Feedback & Complaints register, click on an entry that you would like to review or follow up on. You can also assign the entry to a team member for accountability.

Important

Only users with the appropriate Feedback permissions can view, update, and archive Feedback & Complaints entries. Entries can be viewed by users who have the ‘View All’ permission, are assigned to the entry, or have access to the linked form submission. For more information on permissions, click here.

When you open the Feedback menu from the main navigation, you will see two tabs:

  • Feedback – displays all entries submitted as feedback.

  • Complaints – displays all entries submitted as complaints.

Each tab shows a table with the following columns: Reference, Status, Assigned To, Submitted By, Subject, Details, Created At, and Updated At.

You can filter entries by Status, Assignee, and Archived status. You can also search across entries using the search bar.

Viewing a Feedback or Complaint Entry

By clicking into an entry from the register, you will see the follow-up screen. This screen displays the following information:

  • Reference – the unique reference number (e.g. FB-001).

  • Type – whether the entry is Feedback or a Complaint.

  • Status – the current status of the entry.

  • Sentiment – the submitter’s experience rating (Positive, Neutral, or Negative). This only appears for Feedback entries.

  • Assignee – the team member currently assigned to follow up.

  • Submitted By – the name of the person who submitted the entry (or ‘Anonymous’ if no name was provided).

  • Contact Email and Contact Phone – the submitter’s contact details, if provided.

  • Subject – the person, team, or service the feedback or complaint relates to.

  • Details – the full details provided in the submission.

  • Follow-up & Resolution Notes – any notes recorded during the follow-up process.

Below the summary, the full form submission is displayed for reference.

Within the entry detail screen, you have the following options:

  • Update Status – change the status of the entry.

  • Actions > Export as PDF – download a PDF of the entry for audits, evidence, or stakeholder reporting.

  • Edit – open the edit panel to update the entry details.

Status Update

To update the status of a Feedback or Complaint entry, select the Update Status button. You will see the current status and a dropdown to select a new status. The available statuses are:

  • New – the entry has been submitted and not yet reviewed.

  • Acknowledged – the entry has been reviewed and acknowledged.

  • In Progress – the entry is currently being investigated or actioned.

  • On Hold – the entry has been paused for further information or review.

  • Resolved – the matter has been resolved.

  • Closed – the entry has been finalised and closed.

Select the desired status and click Update to save the change.

Editing a Feedback or Complaint Entry

To assign a team member, update contact details, or record follow-up information, click the Edit button. In the edit panel you can update the following:

  • Assigned To – assign a team member to follow up on the entry. When you assign someone, they will receive a notification letting them know.

  • Submitted By – update the name of the person who submitted the entry.

  • Contact Email and Contact Phone – update the submitter’s contact information.

  • Subject (person, team, or service) – update who or what the entry relates to.

  • Details – update the details of the submission.

  • Follow-up & Resolution Notes – record any follow-up actions, investigation notes, or resolution details.

Once you are happy with the information, select Update Feedback to save.

Archiving an Entry

Once a feedback or complaint entry has been marked as Resolved or Closed, you can archive it. To archive an entry:

  1. Click into the entry from the register.

  2. Click Edit to open the edit panel.

  3. Select Archive at the bottom of the panel.

  4. Confirm the action in the dialog that appears.

Archiving an entry will also archive the linked form submission. This action cannot be undone. You can view archived entries by changing the Archived filter on the register to ‘Archived’.

Archiving Entries

You can only archive feedback or complaint entries that have a status of Resolved or Closed. Entries with a status of New, Acknowledged, In Progress, or On Hold cannot be archived.

Exporting a Feedback Entry as PDF

You can export a Feedback or Complaint entry as a PDF directly from the register. To export:

  1. Navigate to the Feedback register from the main menu.

  2. Select the relevant entry.

  3. Click Actions.

  4. Choose Export as PDF.

The generated PDF will include the full entry information, ensuring all key details are captured in a single, shareable document for audits, evidence, and stakeholder reporting.

Setting Up Feedback Notifications

You can configure notifications to alert team members when a new feedback or complaint entry is submitted. To set this up:

  1. Navigate to Notifications from the main menu.

  2. Select Feedback from the sidebar.

  3. Click Create Notification and configure who should be notified.

This ensures the right people are alerted immediately when new feedback or complaints are received.